Claims Trainer

Job Description

Title: Claim Trainer

Reports to: Claims Manager

Department: Operations

Direct Reports: No

Exempt Status: Non-Exempt

Job Purpose

The Claim Trainer specializes in driving the customer service experience while ensuring adherence to the adjudication process. The Trainer is responsible for the onboarding and training of all new hires as well as identifying learning gaps with the existing team for ongoing training opportunities.

Essential Job Functions

• Develop training aids such as manuals, handbooks, and online resources to be used by the internal team and the service advisor community to better engage with the claims process
• Develop and maintain training material to address skill gaps or performance concerns for new and existing employees
• Conduct assessments after training to measure, record, and report feedback on training material, sessions, and employee progress
• Track new hire performance and attendance in order to provide recommendations
• Facilitate all new hire sessions/classes that will take place in the office or remotely
• Responsible for the success of new hires’ development
• Provide support to the auditor and leadership team for ongoing refreshers, coaching, audits, and any other business need
• Serves as a consultant to managers and claims staff regarding procedural and system-related processes
• Ad hoc requests by the Claims Director, Manager, or Supervisor as needed regarding employee training
• Will provide direct feedback to new hires regarding performance through weekly 1x1s; 1x1 support to individuals requiring additional training
• A mentor to the department and company for consultation/discussion regarding claim processing/handling
• Perform other duties as assigned

Minimum Qualifications

• Minimum 2 years of experience working as an Auditor, Trainer, Lead/SME, or supervisor within a call center environment
• Detailed knowledge of adult learning theories and methods of instruction
• Proficient in MS Office with strong computer skills (e.g. multiple system experience, keyboarding skills, trouble-shooting IT concerns, Microsoft Excel)
• Experience with virtual and in-person presentations
• Effective presentation, planning, and oral and written communication skills with the ability to communicate at all levels of the organization and with external customers.
• Must be highly flexible, and, able to handle and manage a high degree of change
• Able to evaluate employee progress to ensure that the business needs of the department are being met
• Creative and innovative regarding the training needs of individuals
• Ability to multitask

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.