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What is your impact?

The Claims Training Mentor is responsible for mentoring new hires and existing employees through training delivering with formal instructor-led (classroom and virtual) training. This role will be facilitating discussions to support the implementation of informal training solutions and providing coaching and performance-based feedback to employees enabling them to perform the requirements of their roles while maximizing their time to full job competency. The Claims Training Mentor will facilitate hands-on training, and in 1:1 situations, with coaching and instruction in the advanced areas of Operations with a focus on Self-Funded Claims processing, functioning as a Subject Matter Expert. 

Location: 

This is a Full time in office position: 19100 Ridgewood Pkwy San Antonio, TX 78259 required.

What Will You Be Doing: 

• Training of New Hires:
  - Deliver and facilitate in person and virtual training spanning Customer Service and Claims Processing for multiple job roles for various client groups and blocks of business. - Training to include utilizing iii:PUT skill-based training; and systems, employee tools, member web site etc. 

• Training Existing Staff for Continuing Education: 
  - Facilitate in person and virtual reinforcement sessions on a variety of product, system & job role, support area business processes. 
  - Training to include an emphasis on member, provider or broker education 
• Feedback on Trainees: 
• Evaluation of Existing Content: 
• - Partner with auditing, operations, account management, and Talent Development to evaluate existing content.
  - Function as a performance consultant, collaborating with operations to perform needs assessment and recommend training solutions. 
  - Assess content and report out at a high-level ROI on time spent, quantifying trends in training impact 
  - Partner with instructional system design and development team to deliver pilot courses and provide feedback on instructional soundness of materials, including assessments.
  - Operating independently, provide feedback to the instructional design and development team regarding product content and skill adaptation enhancements aimed at increasing a learner's time to competency
• Facilitation Method Feedback:
  - With guidance from leadership, recommend best practices in facilitation which support formal and informal solutions in an in person and virtual environment that take into account technology platforms. 
• Administrative Tasks:
  - Perform administrative responsibilities, such as evaluations on course and delivery effectiveness, classroom surveys regarding set-up/upkeep/system images, and system performance & other duties as assigned 

- Based on working knowledge of performance objectives associated with multiple job roles, provide coaching and feedback to management on progress of an individual learner and a group on their ability to best apply knowledge, skills, tools and job processes. 

Qualifications:

• 4+ years related work experience. 

• iiiPUT system experience required. 

• Self-Funded Claims Processing experience preferred

• Strong written and verbal communication skills. 

• 1-2 years' experience with training delivery/facilitation support experience in a virtual or in-person environment. Experience can be supplemented with 3 - 5 years of relevant work experience in operations, customer service, billing and/or claims processing.

• Related Bachelor's degree or additional related equivalent work experience will be considered. 

• Ability to work in a fluid environment where business and organizational direction changes occur frequently.

• Skilled to quickly develop business relationships and interpret business related results into actionable items 

• Resourceful to address and/or solve non-route requests and business-related issues.

Preferred Qualifications: 

• Knowledge of instructional design process (i.e. ADDIE, RAPID) with ability to demonstrate practical application of principles preferred. 

• Working knowledge of instructional design methods (Dick & Carey, MLRK) with ability to demonstrate practice application of methodology preferred. 

• Knowledge of Kirkpatrick and Philip learning evaluation models with experience in knowledge proficiency and on the job transfer. 

• Management experience preferred 

• Experience delivering training to front line managers and/or supervisors 

• Industry recognized facilitator certification (i.e. ATD Certification, Achieve Global, etc.) preferred 
   

General Physical Demands
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally. 
 

Physical/Environmental Activities
Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally 
We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.