Primary Responsibilities :
g., leadership, Human Capital, external customers, Vital Signs) Manages the assessment of performance gaps to drive identification of the business need Identifies the root cause of performance gaps and the role of training in addressing them, if any Identifies non-training solutions to address business needs / performance gaps, where appropriate (e.
g., organization design, leadership development, change management, team dynamics) Evaluates learner readiness to tailor planning of training solutions Translates business needs into training / development needs Identifies / selects appropriate training methodologies and communicate to stakeholders (e.
g., leadership, training staff, business partners), in order to drive adoption Leverages all relevant training / development approaches (e.
g., learning from experience, learning from others, learning from education)
g., using Corporate Leadership Council, gOEbase, ASTD, SHRM, eLearning Guild, ISPI) Maintains knowledge of current and planned technology capabilities in the business Maintains awareness of a variety of training delivery modes (Instructor-Led, Computer-Based, blended, webinar) Maintains knowledge of new / emerging learning techniques / technologies (e.
g., video conferencing, video streaming, social media, mobile, gaming) Contributes ideas to influence the adoption of technology solutions that enhance training outcomes in the business Applies knowledge of core processes (e.
g., Stretch!, development planning, talent management, Vital Signs, MAP, competencies) to support design / delivery of training solutions Shares best training practices with applicable stakeholders across the business (e.
g., Human Capital, training staff / community, leadership, sales) Drives adoption of training best practices and trends
g., deployment approaches, ULearn tracking standards, training measurement, AICC, SCORM) Ensures utilization of appropriate learning techniques / technologies to optimize learning impact (Instructor-Led, Computer-Based, blended, web-based, social media, mobile) Drives marketing and communication of available training solutions (e.
g., web sites, newsletters, emails, events) to increase participation Develops overall training plans / calendars to communicate and manage training activities / resources Identifies and address implementation obstacles / issues as they arise (e.
g., scope changes, resource availability, competing priorities, leadership support, low participation) Provides facilitation / support to leadership teams in order to drive achievement of their business goals (e.
g., strategic planning, goal identification, change management) Recommend enhancements to our learning processes and systems (e.
g., needs assessment process, intake process, online tools)
g., forecasts) Ensures that training staff understand how training goals align with business strategies Ensures that training staff adhere to internal processes, procedures and practices Ensures that training staff have access to required tools and information (e.
g., system access, training feedback, status updates, response to questions) Leads instructional designers to ensure that designs meet requirements (e.
g., business needs, design quality, cost effectiveness, learning objectives) Negotiates vendor contracts to support our business goals (e.
g., timelines, staffing, budgets, deliverables) Manages vendor relationships and ensure adherence to contract terms (e.g.
Service Level Agreements, Master Service Agreements, Statements of Work) Establishes clear lines of communication with all applicable stakeholders, and set appropriate expectations (e.
g., vendors, internal partners, leaders, internal facilitators) Manages training projects to ensure proper design, development, implementation and evaluation of training solutions (e.
g., timelines, staffing, budgets, deliverables) Partners with global training units to coordinate and integrate activities of global training staff, as appropriate (e.
g., awareness, recruiting, onboarding, training, work direction, infrastructure alignment)
g., change management, MAP development goals, Vital Signs, Talent Management) Identifies and implement practices to measure training impact and help leaders ensure that training is applied on the job (e.
g., Metrics That Matter, Level III evaluations, follow-up surveys, development actions, learner assessments) Analyzes training evaluation data to measure training effectiveness and linkage to job performance (e.
g., Metrics That Matter, informal feedback from participants / trainers, client satisfaction scores, Net Promoter Scores) Monitors / analyzes training metrics / data / trends, and communicate areas needing attention to applicable stakeholders (e.
g., trainers, designers, leaders, Human Capital, external training clients) Identifies and implement improvements to learning solutions (e.
g., processes, procedures, materials, techniques, curricula) to enhance learning effectiveness and business impact Develops / analyzes / contributes to Learning Investment Portfolios to drive strategic decisions regarding allocation of training dollars Drives metric-based continuous improvement in learning and business outcomes (e.
g., performance linkage, return on investment, evaluation data)
g., instructional designers, business partners, SMEs, business leadership) to identify applicable business needs to be addressed in training Demonstrates understanding of upstream / downstream impacts of the applicable operational processes (e.
g., first-call resolution, claims accuracy, timelines), including their impact on customers / consumers / providers Demonstrates understanding of applicable business structures and strategies (e.
g., business segments, Benefits vs. Services, interrelationships) Identifies and leverages appropriate internal resources in order to address issues that may impact the learning process Enriches client satisfaction Establishes credibility with clients to enhance client outcomes (e.
g., knowledge of the healthcare and insurance industries, market specific information, best practices) Demonstrates understanding of client business requirements to ensure that their needs are being met Serves as liaison between client and internal business leaders to ensure mutual understanding of needs and clear expectations by all stakeholders Proactively contact clients as needed to ensure effective delivery of our solutions and solicit customer feedback Demonstrates understanding applicable systems / procedures in order to provide appropriate information to clients (e.
g., workflows, claims processing systems, claims payment methodology) Identifies client scenarios that are not meeting mutual needs, and recommend appropriate course of action (e.
g., unneeded solutions, unprofitable business, inability to meet expectations) Evaluates and analyzes client satisfaction metrics / data (e.
g. satisfaction surveys, VOP, etc) to identify opportunities for improving client outcomes, and take appropriate action Drives Issue Resolution Identifies and coordinates internal resources across multiple business units to address escalated client situations Advocates for the client with internal audiences to ensure that client needs are being met Manages client expectations to ensure understanding of our capabilities and limitations Escalates client issues to appropriate resources, as needed (i.
e., when to escalate, whom to notify) Executes resolution of client issues, as needed Drives / participates in effective implementation and delivery of new client services / solutions, in collaboration with implementation teams Ensures that client issues are resolved to mutual satisfaction (e.
g., information gathering, follow-up, timeliness) Synthesizes and communicates information on client issue status and resolution to appropriate internal / external stakeholders Manages Relationships with Stakeholders Creates partnerships with clients to foster open lines of communication and drive identification of ongoing business opportunities and issues Manages assigned accounts, as needed (e.
g., manage the relationship, maintain ongoing contact, drive issue resolution, ensure proper service delivery) Coordinates with other internal functions and business leaders to complete projects and address ongoing service needs Develops / manages relationships with external stakeholders (e.
g., payers, brokers, providers, vendors) to identify their needs and ensure proper delivery of our services / solutions, as needed Facilitates developments on Client Services / Solutions Demonstrates understanding of the healthcare and insurance industries Provides recommendations to internal stakeholders to improve effective implementation / delivery of our client services / solutions Recommends new or enhanced client services / solutions to internal stakeholders, based on client feedback Provides consulting / advice on the effective implementation / delivery of our client solutions Educates new clients on the use of our services / solutions Provides guidance to clients on services / solutions that we don't offer but are available from other sources
The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualification :