Job Description

Job Summary:

The Customer Care Trainer delivers new hire, upskill and refresher training for Customer Care team members.

Essential Functions:

• Demonstrate SME expertise on business process for Customer Care Member or Provider Services
• Facilitate courses, leveraging effective techniques for both Virtual and In-Classroom trainings 
• Responsible for all aspects of the classroom environment, to include preparation, delivery and outcomes
• Responsible for performance management of new hires while in the classroom environment; partner with HR to address behavioral or competency issues for new hires
• Assist with the development of new courses and provide ongoing feedback to address process and content gaps
• Oversee participant communications and class participation
• Execute effectively to evaluation process to determine program effectiveness and employee proficiency
• Attend front-line staff meetings to maintain current knowledge of client issues and recommend possible training resolutions
• Conduct research and analysis to remain current with managed care practices across all lines of business
• Research developments in the fields of training, organizational
• Serve as a key point of contact in partnership with CareSource University and Customer Care Business Integration Teams
• Perform any other job related instructions as requested

Education and Experience:

• Associate’s degree in Adult Education, Organizational Development, Instructional Design or related field or equivalent years of relevant work experience is required
• Bachelor’s degree is preferred
• Minimum of two (2) years related call center or healthcare experience is required
• Previous training or curriculum development experience is preferred

Competencies, Knowledge and Skills:

• Intermediate proficiency level in Microsoft Word, Excel and PowerPoint
• Working knowledge of Customer Care related systems
• Experience with e-learning options preferred
• Experience with virtual training preferred
• Demonstrated knowledge of adult learning environment
• Ability to communicate verbally and in written form with a variety of levels within organization
• Ability to work independently and in team environment
• Ability to create and present strong customer-focused materials across topics
• Demonstrated ability to translate business objectives into training activities
• Leadership experience and skills
• Critical listening and thinking skills
• Strong time management and organizational skills
• Ability to build relationships across all levels of the organization

Licensure and Certification:

• General work environment; may be required to sit/stand for long periods of time
• May be required to travel up to 15% of the time to fulfill the duties of the position

This position requires schedule flexibility to support training delivery across multiple time zones, which may include occasional early or late shifts depending on business needs

Compensation Range:
$46,500.00 - $74,500.00 CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type:
Hourly

Competencies:
- Create an Inclusive Environment - Cultivate Partnerships - Develop Self and Others - Drive Execution - Influence Others - Pursue Personal Excellence - Understand the Business

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an inclusive environment that welcomes and supports individuals of all backgrounds.

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