Training Specialist - Operations Enterprise

Who We Are

Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.

We enjoy the important work we do every day in service to our members, partners, colleagues and communities. To learn more about who we are at Point32Health, click here.

Job Summary

Under moderate supervision, delivers technical training and soft-skills programs to entry-level and experienced staff. Prepares training content with scenarios and exercises geared to audience needs; creates an engaging training environment that promotes learning and successful knowledge transfer. Works closely with teammates and subject matter experts to create both training to troubleshoot issues and build their standing in the classroom. Seeks out opportunities to create cost-savings for the department, such as identifying self-sustaining training modules and content that create agnostics of the client department. Makes modifications and updates to training content is relevant to job tasks. Tracks and analyzes the effectiveness of training programs by reviewing job performance information. Handles program administration needs such as communications, scheduling, roster management, materials production, facilities coordination, etc. Must be willing to act as occasional liaison with external staffing vendors, particularly in the role of trainer for onsite and off-site trainees simultaneously.

Independently prioritizes projects and activities, organizes and schedules events and tasks, accurately assesses project and schedule impact and urgency and effectively handles multiple tasks simultaneously. Meets deadlines and produces quality deliverables on-time.

The Training Specialist will acquire technical subject matter expertise in the business operations. Maintains professional behavior and is commitment to Tufts Health Plan’s mission to its members, providers, and employees. The Training Specialist spends a portion of their time traveling to external vendors and sourcing partners out of state/country, delivering training outside the confines of traditional learning labs. They must keep abreast of the current educational and technical components of the position, which includes, but is not limited to, being able to training across multiple lines of business.

Key Responsibilities/Duties – What You Will Be Doing

• May provide additional coaching/mentoring to new hires after first transitioning to the job. Works with Staffing to schedule refresher training courses.
• Employ creative solutions for complex problems. Implements and measures the effectiveness and impact of training using key metrics and post training evaluations with support from the supervisor or senior trainer.
• Learn and delivers assigned standard new hire and experienced training classes for Commercial Products, Senior Products, and Public Plans.
• Maintain appropriate instructor manuals, training materials, job aids, and other supporting training documentation using standardized tools and templates.
• Collaborate with instructional designers, senior trainers, and subject matter experts to make revisions to existing course materials.
• Conducts administrative duties. The Training Specialist attends all department meetings regularly.
• Implements program improvements as needed. Provides regular refresher training for employees as needed. May deliver one-on-one training as needed. Shares best practices with the training team after each class. Continuously enhances technical instructional delivery and presentation skills. Deliver training to learners onsite and remote, including those who belong to a staffing vendor.
• Holds planning meeting(s) with stakeholders, including directors, managers, and leaders of various client departments/vendors, when needed, to prepare for upcoming classes.
• Administers written exams. Writes weekly and daily performance/attendance reports to evaluate the trainees’ performance.
• Develop schedules for new hire classes.
• Host meetings with supervisors to discuss new hires' performance and evaluation after class.

The Training Specialist also meets with the Learning & Development Supervisor in one-on-one meetings as needed. The Training Specialist completes any necessary paperwork, such as reporting assessment scores and new hire status reports on time promptly. Participate in quality assurance audits to ensure that training processes, materials, tools, and resources are accurate, effective, and efficient in meeting the business functions’ needs. The Training Specialist is also responsible for other duties as assigned. Some of these duties include but are not limited to the following: audits, external vendor training and assisting with Train-the-Trainer programs.

Qualifications – What You Need To Perform The Job

SKILL REQUIREMENTS: (Include interpersonal skills)

• Initiative, balanced judgment
• Demonstrate strategic thinking when working with client department training requests
• Ability to deliver a class onsite and remotely, meeting the needs of both groups
• Keen attention to detail
• Excellent interpersonal skills to work with a diverse population
• Ability to work with deadlines
• Must be able to prepare and present complex material in an organized and motivational manner, exercising patience and creativity
• Must be capable of delivering complex technical training on unique systems in a logical and engaging manner
• Excellent oral and written communication skills
• Create instructional materials such as user and facilitator guides on a variety of topics
• Ability to work independently, particularly at off-site locations
• Must have strong interpersonal, organization, and analytical skills
• High level of diplomacy to recognize politically sensitive issues
• Experience utilizing various current methods of delivery (eLearning, lecture, hands-on, remote)
• Familiarity with distance learning principles
• High degree of organization
• Ability to provide training using technical equipment
• Previous experience with being an advocate/champion for change management
• Demonstrate strong training facilitation skills and apply adult learning principles
• Ability to plan, coordinate, and prioritize own and other’s work to assure maximum efficiency
• Able to use Microsoft Office Suite and related software

WORKING CONDITIONS AND ADDITIONAL REQUIREMENTS (include special requirements, e.g., lifting, travel, overtime)

• Professional atmosphere working closely with others with the ability to work in a fast-paced office environment handling multiple demands.
• Able to transfer paper-based/text information into online or multi-media materials when necessary.
• Must be able to prioritize workload and utilize various sources of communication such as written, non-verbal, auditory, and oral to effectively impart information to others.
• Must be able to shift priorities quickly and adapt to a constantly changing environment; have the flexibility to alter the schedule to meet the needs 3 of the staff. It is required to be prepared to travel to deliver training to remote offices for extended periods.
• Travel to various THP offices required, including travel outside the state, and potentially country. These trips could last the duration of a course (3-5 weeks). Valid US passport strongly suggested.
• Must be able to exercise appropriate judgment as necessary and use and teach others to use the PC and Lab/Classroom equipment.

CONFIDENTIAL DATA

All information (written, verbal, electronic, etc.) that an employee encounters while working at Tufts Health Plan is considered confidential. I will be exposed to and required to deal with highly confidential and sensitive material and must adhere to corporate compliance policy and department guidelines/policies and all applicable laws and regulations at all times.

Commitment to Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity

Point32Health is committed to making diversity, equity, inclusion, accessibility and health equity part of everything we do—from product design to the workforce driving that innovation. Our Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity team's strategy is deeply connected to our core values and will evolve as the changing nature of work shifts. Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent. We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.