Job Description
200 Ballardvale St, Wilmington, Massachusetts, 01887, USA
Description
Ametros is changing the way individuals navigate healthcare by providing them with the tools and support necessary to make educated decisions on how to spend their medical funds. Ametros's team works closely with patients, insurers, employers, attorneys, brokers, medical providers, and Medicare to create a seamless experience for our clients. Our flagship product is revolutionizing the way funds from insurance claim settlements are administered after settlement. Ametros continues to innovate, bringing new solutions to the market with the goal of simplifying healthcare for our clients. We make managing medical funds safe, effortless, and cost effective for everyone.
The Member Services Contact Center Trainer is primarily responsible for scheduling and conducting training sessions for both new and experienced contact center agents, creating educational material, and identifying skills gaps of contact center agents. Well-trained members are more successful when using our platform, and well-trained colleagues deliver better customer experiences. As a Trainer, you will contribute to our learning & development strategy, building out our existing training programs and further developing certification programs. In addition to creating content, you will also deliver training to internal teams. This is a highly visible role that will require close collaboration with our Member Support, Onboarding, Product, and technical teams -- and of course, our customers.
Key Responsibilities:
Content Creation
- Conduct needs assessments, design, develop, and measure the results of learning and development solutions
- Partner with subject matter experts for major training initiatives to gather information, create content, pilot new programs, and solicit feedback to validate final content
- Coordinate annual refresher training sessions
- Create training guides, how-to articles, e-learning, and other learning content for customer-facing teams using industry best practices with instructional design and learning
Program Development
- Identify training gaps and provide recommendations on updates necessary to encourage participation in training sessions and within learning materials
- Identify process gaps/deficiencies and make recommendations for improvement
- Measure and track knowledge and skill levels for customer-facing teams, both for new hire onboarding and ongoing learning & development of existing staff
- Partner with leadership to identify knowledge gaps and add/or modify training content as required
- Maintain a training calendar of recurring and ad hoc training sessions
Training Delivery
- Organize, coordinate and conduct instructor-led onboarding sessions for new employees via Teams
- Monitor the progress of new hires through training and provide ongoing support as needed
- Provide product, industry, and soft-skills training to staff
- Deliver training to new and existing end users in small-group and larger webinar-style settings
Other
- Provide monthly reporting on the state of the training program and training-related KPIs
- Develop and maintain knowledge of industry best practices in adult learning, company products and internal systems.
- Perform other duties as needed
Key Skills & Qualifications:
- 3+ years of experience with instructional design and adult learning
- Superior ability to communicate and present information effectively, with technical and non-technical audiences, in-person and in virtual settings
- Ability to learn and work independently with exceptional attention to detail
- Agility, sense of urgency, and the ability to maintain focus in a fast-paced environment
- Strong technical inclination, and a desire to learn continuously
- Willingness to collaborate in one-on-one and group settings
- Bachelor’s degree or an equivalent combination of training and experience
- Bilingual Spanish preferred
The estimated salary for this position is $65,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
#LI-BB1
#LI-REMOTE
In addition to our benefits package, employees have the opportunity to get involved with engagement, diversity, and philanthropic initiatives from their first day working with us to help us achieve our goal of Limitless Inclusion for All. As Ametros Citizens, we work together to foster an environment of limitless inclusion and belonging that encourages, supports, and celebrates the diverse voices and backgrounds of our people, while energizing the passion and innovations to revolutionize our industry.
Ametros is an Equal Opportunity Employer
Apply Now
Description
Ametros is changing the way individuals navigate healthcare by providing them with the tools and support necessary to make educated decisions on how to spend their medical funds. Ametros's team works closely with patients, insurers, employers, attorneys, brokers, medical providers, and Medicare to create a seamless experience for our clients. Our flagship product is revolutionizing the way funds from insurance claim settlements are administered after settlement. Ametros continues to innovate, bringing new solutions to the market with the goal of simplifying healthcare for our clients. We make managing medical funds safe, effortless, and cost effective for everyone.
The Member Services Contact Center Trainer is primarily responsible for scheduling and conducting training sessions for both new and experienced contact center agents, creating educational material, and identifying skills gaps of contact center agents. Well-trained members are more successful when using our platform, and well-trained colleagues deliver better customer experiences. As a Trainer, you will contribute to our learning & development strategy, building out our existing training programs and further developing certification programs. In addition to creating content, you will also deliver training to internal teams. This is a highly visible role that will require close collaboration with our Member Support, Onboarding, Product, and technical teams -- and of course, our customers.
Key Responsibilities:
Content Creation
- Conduct needs assessments, design, develop, and measure the results of learning and development solutions
- Partner with subject matter experts for major training initiatives to gather information, create content, pilot new programs, and solicit feedback to validate final content
- Coordinate annual refresher training sessions
- Create training guides, how-to articles, e-learning, and other learning content for customer-facing teams using industry best practices with instructional design and learning
Program Development
- Identify training gaps and provide recommendations on updates necessary to encourage participation in training sessions and within learning materials
- Identify process gaps/deficiencies and make recommendations for improvement
- Measure and track knowledge and skill levels for customer-facing teams, both for new hire onboarding and ongoing learning & development of existing staff
- Partner with leadership to identify knowledge gaps and add/or modify training content as required
- Maintain a training calendar of recurring and ad hoc training sessions
Training Delivery
- Organize, coordinate and conduct instructor-led onboarding sessions for new employees via Teams
- Monitor the progress of new hires through training and provide ongoing support as needed
- Provide product, industry, and soft-skills training to staff
- Deliver training to new and existing end users in small-group and larger webinar-style settings
Other
- Provide monthly reporting on the state of the training program and training-related KPIs
- Develop and maintain knowledge of industry best practices in adult learning, company products and internal systems.
- Perform other duties as needed
Key Skills & Qualifications:
- 3+ years of experience with instructional design and adult learning
- Superior ability to communicate and present information effectively, with technical and non-technical audiences, in-person and in virtual settings
- Ability to learn and work independently with exceptional attention to detail
- Agility, sense of urgency, and the ability to maintain focus in a fast-paced environment
- Strong technical inclination, and a desire to learn continuously
- Willingness to collaborate in one-on-one and group settings
- Bachelor’s degree or an equivalent combination of training and experience
- Bilingual Spanish preferred
The estimated salary for this position is $65,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
#LI-BB1
#LI-REMOTE
In addition to our benefits package, employees have the opportunity to get involved with engagement, diversity, and philanthropic initiatives from their first day working with us to help us achieve our goal of Limitless Inclusion for All. As Ametros Citizens, we work together to foster an environment of limitless inclusion and belonging that encourages, supports, and celebrates the diverse voices and backgrounds of our people, while energizing the passion and innovations to revolutionize our industry.
Ametros is an Equal Opportunity Employer