Technical Training Specialist

Pay Range: $24.
75 - $32.
00 (DOE) Purpose of Position: The Technical Training Specialist’s primary focus is to provide comprehensive technical/data entry training for Choice Administrators’ core systems used for processing group and member enrollments, change requests, and terminations for health insurance.
The Trainer will provide initial detailed hands-on training for new hires, as well as on-going remedial/refresher training as needed.
This role will work closely with Operations Management to conduct needs assessments and identify opportunities to enhance employees’ skills and competencies with additional emphasis on Quality Control (QC) procedures and processes.
The Trainer will utilize existing training collateral, make improvements, and create new materials to maximize training effectiveness.
Examples of training collateral include Standard Operating Procedures (SOPs), visual aids, templates, flow charts, participant guides and screen printouts and e-learning.
The role will also be responsible for assisting in other areas including SharePoint administration and improvements, instructional design and delivery for other keys areas including employee and leadership development programs utilizing the Analyze, Design, Develop, Implement, and Evaluate (ADDIE) model.
This role will handle all administration and coordination duties associated with the training.
Including, but not limited to scheduling training events, coordination of facilities and equipment needed for training, use of SharePoint, partnering with the IT team for software and computer systems updates and fixes, and Learning Management System (LMS) administration.
Essential Functions: • Deliver live, leader-led, hands-on data entry training utilizing SOPs to teach complex information in a user-friendly, clear fashion to meet or exceed expected results.
• Proactively learn and stay current with all Operations processes, procedures, guidelines, system applications as well as system changes, upgrades, and enhancements.
• Partner with Operations team management and Technical Writer to develop and maintain guidelines, processes, policies, and SOPs that are applicable to operations workflow.
• Update existing curriculum ahead of learning events including gathering examples, activities, etc.
Create new/validate existing lesson plans with Managers and develop ad hoc training as needed.
• Implement scorecard audits to assess the performance of training participants.
Review participants work to detect errors and/or needed modifications and provide guidance and direction for improved results.
• Participate in demo/testing of system upgrades, troubleshoot potential system problems, document changes, and provide feedback to the management team and IT.
• Conduct on-going needs analysis, for improved training efficiencies and develop, design, implement and evaluate the training accordingly.
• Develop and motivate team members to achieve their highest potential, and act as a mentor for all team members during the training program.
• Communicate training needs and progress through various methods, e.
g.
, face to face, email, shared workspaces (SharePoint), team meetings, etc.
• Partner with various stakeholders to implement strategic direction of training.
• Lead training-related activities such as onboarding and employee development programs, soft skills, functional and leadership development.
• On-site/remote regular attendance and punctuality are essential functions of the job.
• Perform other business tasks or functions as assigned.
Knowledge, Skills & Abilities Required: • Minimum of three (3) years’ delivery experience of hands-on technical training.
• Strong facilitation skills for adult classroom and online training.
• Proven instructional design skills and ability to work with a variety of delivery methods, e.
g.
, classroom and virtual deliveries.
• Experience working with an LMS, authoring tools (Articulate 360 preferred) and SharePoint.
• Advanced MS Word, PowerPoint, and Excel skills; and ability to learn and use a variety of applications and systems.
• Excellent written and verbal communication skills and good command of the English language and grammar.
• Superior ability to exercise discretion and good judgment and maintain strict confidentiality when handling sensitive information, e.
g.
, HIPAA Compliance.
• Strong organizational skills and attention to detail, with ability to learn quickly, multitask, and meet deadlines.
• “Can-do” entrepreneurial/partnership mentality and ability to effectively collaborate with a diverse group of stakeholders.
Additional Competencies: • Comfort Around Higher Management, Dealing with Ambiguity, Learning on the Fly, Presentation Skills, Problem Solving, Composure, Intellectual Horsepower, Interpersonal Savvy, Perseverance, Self-Development In addition to the KSAs and Additional Competencies listed above, there are more competencies related to this position.
Please refer to the Individual Contributor – Specialist competency addendum.
Educational Requirements: • High School Diploma or equivalent required.
• Bachelor’s Degree preferred.
Physical Requirements: Must be able to sit for extended periods of time and occasional standing and walking.
Must have adequate hearing for phone work.
Vision requirements include close vision and the ability to adjust focus.
Must be able to communicate effectively in English.
Must be able to use a keyboard and other office equipment.
Ability to lift up to 10 pounds occasionally.