Training Specialist

Overview

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

This role will have a focus on training call center and transactions based operations staff (in-person and virtual) for all products including Final Expense, Accident and Health and Medicare Supplement products, for Aetna/CVS.

• Accountable for initial onboarding and job specific training for new colleagues.
• Designs, delivers, and maintains department curriculum across various audiences within the company.
• Independently oversees the classroom environment, managing all aspects of student engagement and learning retention.
• Collaborates with leadership to ensure successful development and delivery of training materials and events that transfer learning back to the job.
• Actively engage with other training staff and subject matter experts to collaborate and influence the design and development of curriculum, while using the appropriate learning medium.
• Revise and customize the curriculum to reflect the unique geographic, product, and/or audience variations.
• Manage participant performance in the classroom, to ensure adherence to Aetna standards and policies; provides feedback to management as appropriate; may be required to manage the administration of Aetna's performance.
• Assess the effectiveness of training programs during and at designated intervals after delivery.
• Collect and share curriculum and training feedback from participants and business leaders to enhance curriculum and training based on that feedback.
• Use formal instructional design methodology, working with instructional design staff, to develop performance-based training and educational tools.
• Develop and conduct follow-up assessments to determine the effectiveness and, when appropriate, ROI of training programs.
• Lead team building sessions and/or games for engagement and collaboration among staff.
• These responsibilities are included but not limited to other training tasks given by management as needed for the business.
• This is an individual contributor role.

• 2-3 years of experience in a business training capacity or equivalent experience.
• 2-3 years of transaction/processing and/or call center based training experience.
• Proven experience facilitating instructor-led training (in-person and virtual) for diverse audiences.
• Competent PC skills and proficiency in MS Office.
• Fluency in English Communication (written / verbal) is a MUST.
• Ability to work a Hybrid Work Schedule (In office 3 days a week).
• Excellent facilitation skills and the ability to interact effectively with people at all levels of the organization.

• Ability to apply creative and innovative problem-solving approaches to training challenges.
• Has strong conflict resolution, problem solving, negotiation and project management skills.
• Excellent oral and written communication, interpersonal and presentation skills.
• Demonstrates foundational understanding of IT focused frameworks, systems, tools, and modern methodology.
• 2-3 years of experience and understanding of healthcare transactions, i.e. billing, claims processing, application/policy fulfillment and/or Healthcare claims processing.
• 1-3 years call center experience.
• Foundational knowledge of adult learning principles and how to apply them in a training environment.
• Demonstrates a strong aptitude for instructional design using creative approaches to develop engaging training content.
• Demonstrates excellent written skills through sequencing, chunking, and ability to outline clear learning objectives.
• Technologically literate – familiar with IT focused frameworks, systems and methodology.
• Adaptable and flexible, with the ability to successfully navigate change and implement new processes.
• Demonstrates commitment to continuous…