Claims Sr Training Specialist- MSI

The Claims Sr Training Specialist is responsible for claims department training and quality improvement initiatives.  Areas of responsibility to include developing and delivering training initiatives that support overall claim colleague development and improve performance, evaluating Training and Quality processes, finding opportunities for efficiency and continuous improvement, coordinating external resources that deliver training and development opportunities, and sharing subject matter expertise with senior team members.

PRIMARY RESPONSIBILITIES:
• Design, assemble, update and present trainings and materials using recognized training techniques and tools.
• Monitor the effectiveness of training by analyzing individual or group performance results.
• Support claim quality performance evaluation processes for the business unit, understanding scope of development capabilities and using knowledge of operating policies and procedures.
• Assess training needs through surveys, interviews with employees, or consultations with managers.
• Schedule appropriate training sessions and manage the logistics of these sessions.
• Maintain and update training records (e.g., trainee lists, schedules, attendance sheets).
• Provide technical support to department by producing and updating user guides of claim handling resources, following established guidelines and senior level directives and verifying information.
• Align individual performance with department expectations by adhering to established schedules, setting work-related goals and communication with management.
• Conceptualize creative solutions that yield effective process improvements.
• Work with people at various levels within the organization to accomplish a common goal.
• Communicate information in a clear, well-organized, and professional manner.
• Escalate issues when necessary.
• Strong attention to detail.
• Manage and prioritize competing responsibilities concurrently and effectively.
• Adapt and be flexible in a complex, changing work environment to effectively support deliverables as a Shared Services asset.
KNOWLEDGE, SKILLS & ABILITIES:
• Knowledge of quality assurance procedures and techniques and tool usage
• Basic understanding of insurance policies and systems relevant to area responsibilities
• Working knowledge of database software and basic computer tools
• Working knowledge of Microsoft Outlook, Word, Excel, and Access
EDUCATION & EXPERIENCE:
• Bachelor's Degree or equivalent combination of education and work experience
• 5+ years’ relevant experience
• Experience delivering effective agent training programs.

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