Claims Training Mentor

About the role

The Claims Training Mentor is responsible for mentoring new hires and existing employees through training delivery with formal instructor-led (classroom and virtual) training. This role facilitates discussions to support the implementation of informal training solutions and provides coaching and performance-based feedback to employees, enabling them to perform the requirements of their roles while maximizing their time to full job competency. The Claims Training Mentor will facilitate hands-on training and 1:1 coaching, focusing on advanced areas of Operations, particularly Self-Funded Claims processing, functioning as a Subject Matter Expert.

This is a full-time, in-office position located at 19100 Ridgewood Pkwy, San Antonio, TX 78259.

Responsibilities

• Deliver and facilitate in-person and virtual training spanning Customer Service and Claims Processing for multiple job roles across various client groups and blocks of business. Training includes utilizing iii:PUT skill-based training, systems, employee tools, and member websites.
• Facilitate in-person and virtual reinforcement sessions for existing staff on product, system, job role, and support area business processes, with an emphasis on member, provider, or broker education.
• Provide feedback on trainees, evaluating their progress and performance.
• Evaluate existing training content by partnering with auditing, operations, account management, and Talent Development teams. Act as a performance consultant to perform needs assessments and recommend training solutions.
• Assess content and report on the ROI of training time, quantifying trends in training impact.
• Collaborate with the instructional system design and development team to deliver pilot courses and provide feedback on the instructional soundness of materials, including assessments.
• Provide independent feedback to the instructional design and development team regarding product content and skill adaptation enhancements to reduce learners' time to competency.
• Recommend best practices in facilitation for formal and informal solutions in both in-person and virtual environments, considering technology platforms.
• Perform administrative tasks such as evaluating course and delivery effectiveness, conducting classroom surveys, and assessing system performance.
• Provide coaching and feedback to management on the progress of individual learners and groups, focusing on their ability to apply knowledge, skills, tools, and job processes.

Qualifications

• 4+ years of related work experience.
• iiiPUT system experience required.
• Self-Funded Claims Processing experience preferred.
• Strong written and verbal communication skills.
• 1-2 years of experience with training delivery or facilitation support in a virtual or in-person environment. Experience can be supplemented with 3-5 years of relevant work experience in operations, customer service, billing, and/or claims processing.
• Related Bachelor’s degree or additional equivalent work experience will be considered.
• Ability to work in a fluid environment where business and organizational direction changes frequently.
• Skilled in quickly developing business relationships and interpreting business-related results into actionable items.
• Resourceful in addressing and solving non-routine requests and business-related issues.

Preferred Qualifications

• Knowledge of instructional design processes (e.g., ADDIE, RAPID) with the ability to demonstrate practical application of principles.
• Working knowledge of instructional design methods (e.g., Dick & Carey, MLRK) with the ability to demonstrate practical application of methodology.
• Knowledge of Kirkpatrick and Philip learning evaluation models with experience in knowledge proficiency and on-the-job transfer.
• Management experience preferred.
• Experience delivering training to front-line managers and/or supervisors.
• Industry-recognized facilitator certification (e.g., ATD Certification, Achieve Global) preferred.

General Physical Demands

• Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.
• Must be able to travel occasionally to multiple locations for work (e.g., meetings, events, conferences).