Operations Trainer I/II

About the role

Blue Cross of Idaho is seeking a trainer to develop, deliver, and evaluate training programs that support employee readiness, accuracy, performance, and operational effectiveness within assigned business areas.

Responsibilities

• Identify training and performance-development needs through collaboration with Operations, Quality, subject-matter experts, process owners, and other business stakeholders.
• Develop, maintain, and facilitate training for new and existing employees using classroom, virtual, digital, and blended-learning methods.
• Apply adult-learning principles and appropriate learning technologies to promote employee development and knowledge retention.
• Develop employee proficiency in assigned operational functions, including applicable customer interactions, enrollment and membership processing, group administration, payment-related processes, data entry, systems, and digital communications.
• Develop and deliver training for new systems, digital capabilities, approved AI-enabled applications, automation, and other emerging technologies.
• Support implementation and adoption of business and technology changes through training development, employee education, and post-implementation reinforcement.
• Partner with Operations and Quality to review performance trends, quality findings, customer feedback, and operational results to proactively identify training, knowledge, skill, or process gaps.
• Observe employee work, interactions, and workflows to identify opportunities for training, coaching, process clarification, or curriculum improvement.
• Evaluate training effectiveness and post-training performance through assessments, quality results, operational metrics, and stakeholder feedback; recommend additional interventions when appropriate.
• Identify gaps or inaccuracies in training materials, procedures, systems, or processes and collaborate with appropriate business owners to support resolution.
• Absess and communicate employee readiness and performance concerns during training and maintain appropriate training documentation and results.
• Manage assigned training projects and workload to achieve departmental and organizational objectives.

Qualifications

• Level I: 2 years’ health industry or related training experience
• Level II: 4 years’ health industry or related training experience
• PREFERRED EDUCATION: Bachelor’s Degree

Preferred Education

Bachelor’s Degree

Additional Level II Responsibilities

• Independently lead moderately complex training initiatives, curriculum-development projects, and implementation efforts.
• Create and maintain training materials associated with significant process, product, regulatory, or technology changes.
• Analyze performance and quality trends and recommend targeted training or performance-improvement strategies.
• Serve as a training subject-matter resource during implementation of new processes, technologies, digital capabilities, and AI-enabled solutions.
• Partner with Operations and Quality leadership to help distinguish training needs from process, technology, documentation, or employee-performance issues.
• Mentor and provide guidance to Operations Trainer I employees and other training resources.

Recommended Knowledge & Skills

• Adult-learning principles, instructional techniques, and curriculum development
• Classroom, virtual, digital, and blended-learning facilitation
• Learning-management and digital-learning technologies
• Operational and customer-experience principles, including applicable digital communication channels
• Quality assurance, performance measurement, and basic data analysis
• Change management and technology adoption
• Working knowledge of artificial intelligence, generative AI, automation, and AI-enabled business applications
• Ability to translate complex products, processes, policies, and technologies into understandable employee training
• Strong communication, collaboration, organization, and problem-solving skills
• Ability to identify root causes and distinguish training opportunities from process, system, technology, or performance issues

Benefits

• Paid time off
• Paid holidays
• Community service and self-care days
• Medical/dental/vision/pharmacy insurance
• 401(k) matching and non-contributory plan
• Life insurance
• Short and long term disability
• Education reimbursement
• Employee assistance plan (EAP)
• Adoption assistance program
• Paid family leave program

Pay

A good faith estimate of the current pay range is for a level I: $21.39 to $29.95 and for a level II: $26.12 to $36.58. The position is eligible for an annual incentive bonus (variable depending on company and employee performance).

Schedule

This position is based in Meridian, Idaho and offers a hybrid work schedule.