Training Mentor

Job Summary
The Training Mentor is responsible for Mentoring New Hires and existing employees through training delivering formal instructor-led (classroom and virtual) training, 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 Training Mentor will facilitate hands-on training in 1:1 situation with coaching and instruction in the advanced areas of Operations including Customer Service and Claims processing, functioning as a Subject Matter Expert. This includes the delivery and facilitation of learning solutions encompassing product, compliance and job specific process knowledge; sales, service and customer retention skills, knowledge of how to use and navigate various systems, tools, and websites that employees use daily on the job.

Key position details:

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

Essential Functions
The essential functions listed represent the major duties of this role, additional duties may be assigned.

• NEW HIRES (40%)
  1. With emphasis on new hire employees, deliver and facilitate training spanning Customer Service and Claims Processing utilizing iii:PUT skill based training; and systems, employee tools, member web site etc. overview training preferably in person but may at time include a virtual environment.
  2. With emphasis on new hire employees, deliver and facilitate system and business process training for multiple job roles and/or multiple client groups and blocks of business, or support areas in both an in person and virtual environment.
  3. Assess content and report out at a high-level ROI on time spent, quantifying impact
• CONTINUING EDUCATION (EXISTING STAFF) (15%)
  1. With emphasis on existing employee development, facilitation in person and virtual reinforcement sessions on a variety of products, system & job role, support area business processes.
  2. With emphasis on member, provider or broker education, conduct needed education/training sessions to support Operations.
• FEEDBACK ON TRAINEES (5%)
  1. 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.
• PARTNER W/ AUDITING, OPS, ACCT MGMT, TD TO EVALUATE EXISTING CONTENT (30%)
  1. Function as a performance consultant, collaborating with operations to perform needs assessment and recommend training solutions.
  2. Assess content and report out at a high-level ROI on time spent, quantifying trends in training impact
  3. Partner with instructional system design and development team to deliver pilot courses and provide feedback on instructional soundness of materials, including assessments.
  4. 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 (5%)
  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 (5%)
  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

Qualifications

• 4+ years related work experience.
• Training delivery/facilitation experience in an in-person environment which includes 1 - 2 years' experience in virtual classroom facilitation
• Experience working with new hires and existing employees in either Customer Service Calls or Processing Claims with emphasis on error-free production following training.
• Related Bachelor's degree or additional related equivalent work experience in Operations, Training, education, human resources, business, or other related fields Years of delivery/facilitation experience can be supplemented with 3 - 5 years of relevant work experience in Operations, customer service, billing and/or claims processing, being performed in a health/insurance related organization preferred and 1 - 2 years of training/facilitation experience in an in person environment.
• Demonstrated knowledge of adult learning theory & principles
  Seasoned 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.
• Seasoned written and verbal communication skills include demonstrated ability to facilitate training.
• Ability to address non routine of requests and/or solve non-route business-related issues
• Ability to complete multiple assignments in a compressed timeframe
• Ability to work in a fluid environment where business and organizational direction changes occur frequently
• Seasoned knowledge of Kirkpatrick and Philip learning evaluation models with experience in knowledge proficiency and on the job transfer.
• Ability to interpret business related results into actionable items for individual growth and development.
• Ability to quickly develop business relationships
• Ability to provide feedback to elevate the performance level of an individual or team

Preferred Qualifications

• Management experience preferred
• 5 or more years of experience delivering training to non-exempt and exempt employee audiences
• 1 or more years of experience delivering training to front line managers and/or supervisors Knowledge of WebTPA health and ancillary products and systems Industry recognized facilitator certification (i.e. ATD Certification, Achieve Global, etc.) preferred

What We Can Offer YOU!

To support your wellbeing, comprehensive benefits are offered. As a WebTPA employee, you will have access to:

• Medical, dental, vision, life and global travel health insurance
• Income protection benefits: life insurance, Short- and long-term disability programs
• Leave programs to support personal circumstances.
• Retirement Savings Plan includes employer contribution and employer match
• Paid time off, volunteer time off, and 11 holidays
• Additional voluntary benefits available and a comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for interns and part-time employees may differ.

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 Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.