Learning and Development Specialist

Summary Description:

The Learning and Development Specialist plays a key role in facilitating impactful training experiences and designing high-quality learning programs to support performance within our Healthplan call center. This position is responsible for developing onboarding and ongoing training solutions that equip both new hires and existing staff with the skills and knowledge needed to deliver exceptional service in a dynamic healthcare environment.

Key responsibilities include conducting training needs assessments, collaborating with subject matter experts, and creating engaging, learner-centered content using a variety of instructional methods. The Specialist facilitates training sessions focused on tools, systems, processes, and service expectations to ensure staff readiness and adaptability.

Additionally, this role manages the overall learning environment, evaluates the effectiveness of training programs, and continuously refines content and delivery methods to align with evolving business goals and quality standards in healthcare call center operations.

Representative Duties:

• Conduct, facilitate and/or coordinate learning and development training classes to reach optimal performance levels and results.

• Create a positive learning environment that builds rapport with learners and fosters a curiosity for continuous learning.

• Responsible for classroom management of learners to ensure they stay on task, minimize distractions and redirect when necessary while promoting and encouraging a positive learning environment.

• Provide coordination and management of the nesting phase of training.

• Conduct needs analysis to determine training needs and select appropriate delivery methods (i.e. computer-based training, job-aids, videos, hybrid solutions, etc.) and analyze and enhance existing content to align with department needs and learning goals.

• Work with subject matter experts (SMEs) to analyze and identify learning gaps.

• Continuously review training and development opportunities to ensure effectiveness, including identifying training needs and gaps through surveys, in partnership with department leadership and employees.

• Identify best practices and industry benchmarks for effective and innovative training methods such as Participant Centered Learning and gamification and suggest enhancements to existing training programs for instructional design and facilitation.

• Apply instructional design methodology, adult learning theory and multimedia principles to create engaging and effective learning experiences for new hires, current employees and leaders.

• Determine and design curriculum using a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, video, lectures, and learn by discovery.

• Review training material for enhancements, corrections, and updates.

• Ensure training is consistent with Company and Department policies and provide recommendations.

• Support change management efforts by ensuring teams are trained effectively on new initiatives, tools, and workflows.

• Adapt quickly to environmental and training schedule changes while providing a seamless transition for participants.

• Develop tools to evaluate training programs for effectiveness and business impact and implement continuous improvements.

• Assist with employee performance interventions when identified.

• Accurately track and maintain training records for all participants.

• Utilize Learning Management Systems (LMS).

• Independently manage ad hoc projects with little oversight on tight deadlines.

• Perform other duties or special project as required or as assigned

Qualifications:

• Associate’s Degree in Communications, Business Management, Education, or a similar discipline is preferred.

• 3 years’ experience working in a customer service call center with increasing responsibilities, specifically in the healthcare industry; HMO experience is a plus.

• 2 years’ experience in designing and facilitating training programs for healthcare call centers.

• Strong understanding of Instructional Design principles and theories.

• Working knowledge of adult learning theory and methodology, including assessment and evaluation methods.

• Experience in various delivery methods, such as instructor-led training, virtual instructor-led training, and eLearning.

• Proficiency in using course authoring tools and Learning Management Systems (LMS).

• Ability to adapt to different learning environments and technologies.

• Ability to manage multiple projects and meet deadlines.

• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.

Salary:

$70,000.00 – 80,000.00 Annually

Western Health Advantage is committed to providing equal employment opportunities to employees and applicants for employment on the basis of merit and without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, physical or mental disability, medical condition, genetic information, marital status, ancestry, military or veteran status, or any other basis made unlawful by federal or state law.

Western Health Advantage values and supports the unique talents and strengths that each employee brings to our organization. Collaborating with the best and the brightest means a dynamic, fulfilling work experience for you — and excellent customer service for our members.