18 days old

Technical Training Specialist

Blue Cross Blue Shield of Arizona
Phoenix, Arizona 85021
  • Job Type
    Employee
  • Job Status
    Full Time

Purpose of the Job

Identifies, develops, and/or maintains technical skills training, refresher training, and cross training. Plans, facilitates, and evaluates classroom training. Provides input for / creates user documentation.

Essential Job Functions and Responsibilities

LEVEL 1

  • Facilitate entry-level training courses as assigned on topics for the following areas; claims, customer service, health services, enrollment services, and other areas. May include new-hire, refresher, or technical training, in addition to courses on required/mandated changes.
  • Demonstrate understanding of content and objectives, their importance, and how they relate to each role
  • Develop working relationships with subject matter experts to ensure current knowledge of systems / changes
  • Maintain course files in accordance with department standards
  • Use various teaching methods to accommodate different learning styles
  • Conduct on-the-job training with each participant
  • Conduct 100% audit of all training and production work processed in classroom
  • Provide regular performance feedback to participants and management
  • Make revisions to existing training materials and begin creating new training materials on required topics
  • Assist in reviewing and implementing system enhancements
  • Advise training staff and management of status/results of training, processing, special projects, or procedure changes

LEVEL 2

  • Facilitate mid-level training courses as assigned on topics for claims, customer service, health services, membership services, new/renewal group processing, group reconciliation, enrollment correspondence, IU65/IO65 enrollment processing, and other areas. May include new-hire, refresher, or technical training, in addition to courses on required/mandated changes.
  • Revise current Facilitator and Participant guides on required topics
  • Use the ADDIE model to create new Facilitator and Participant guides on required topics
  • Actively participate with testing and training on basic-intermediate projects and system enhancements
  • Provide cross-training for Level 1 training specialists

LEVEL 3

  • Facilitate advanced training courses as assigned on topics for claims, customer service, health services, provider, membership services, new/renewal group processing, group reconciliation, enrollment correspondence, IU65/IO65 enrollment processing, and other areas. May include new-hire, refresher, or technical training, in addition to courses on required/mandated changes.
  • Conduct training needs analysis of BCBSAZ employees
  • Recommend training needs as based on training assessments
  • Participate in the planning, testing, development and training on basic-intermediate projects and system enhancements
  • Coordinate OJT with Supervisor/Leads
  • Provide advanced skills cross-training for other training specialists

LEVEL 4

  • Provide administrative and oversight support to the department management relating to any Technical Training or Customer Service Academy (CSA) classes. This will include class scheduling, participating in the interview process, system access setup and troubleshooting, transitioning to Production areas or other day-to-day activities as necessary.
  • Report to the department management any class or participant status updates, including discussions with the Instructors and regular one-on-one meetings with class participants regarding routine class status or audit results.
  • Ensure timely and accurate CSA participant results are provided to Rio Salado following each phase of all certified training classes. Actively participate in providing content and curriculum changes to Rio Salado that would impact current or future course certifications.
  • Define, evaluate and improve the quality, quantity and timeliness for course objectives to ensure participant performance goals are clearly defined, tracked and reported.
  • Develop, maintain and revise consistent reporting tools used in all Technical Training and CSA classes, including attendance tracking spreadsheets, Training and Production audit results, weekly and end of course memos or other forms of electronic tracking necessary for consistent and accurate reporting across all classes.
  • Provide mentoring and coaching support to other Technical Training Specialists incorporating new technologies and practices into new and existing courses through instructional design improvements, accelerated learning techniques, facilitation techniques and recommendations to incorporate electronic learning throughout all Technical classes.
  • Suggest alternative methods and procedures in solving problems and meeting changing cultural, measurement, and data needs. Provide a holistic approach to technology, training tools, and the systems and processes that support them.
  • Consult with all levels of management on design of course materials and delivery methods. Identify and recommend training and non-training interventions.
  • Assist department management in marketing of technical training philosophy and the benefits of training.
  • Lead the planning, testing, development and training on complex projects and system enhancements as requested by department management.
  • Facilitate training courses for complex projects, corporate initiatives, or other classes as assigned by department management.

ALL LEVELS

  • Each progressive level includes the ability to perform the essential functions of any lower levels
  • The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
  • Perform all other duties as assigned

Employment Requirements

Required Work Experience

  • 2 years of experience in claims, enrollment, or customer service positions (Applies to All Levels)
  • 2 years of experience in training field (Applies to Levels 2 - 4)


Required Education

  • High-School Diploma or GED in general field of study (Applies to All Levels)

Preferred Work Experience

  • 2 years of experience as a Customer Service Rep processing claims and correspondence or membership related tasks (Applies to All Levels)
  • 2 years of experience in training, auditing or coaching (Applies to Level 1)

Preferred Education

  • Bachelor's Degree in education, human resource development, communications, or any related field of study (Applies to All Levels)

Preferred Certifications

  • Certification of Technical Training (Applies to All Levels)

Required Job Skills

  • Intermediate skill in use of office equipment, including copiers, scanners and telephones
  • Intermediate proficiency in the use of visual media as necessary to facilitate presentations
  • Intermediate PC proficiency
  • Intermediate proficiency in spreadsheet, database and word processing
  • Intermediate proficiency in BCBSAZ software and associated systems

Required Professional Competencies (Applies to All Levels)

  • Intermediate skill/ability to speak professionally in a classroom setting and during meetings
  • Intermediate skill/ability to use proper written communication to compose training documentation and internal correspondence
  • Practice interpersonal and active listening to achieve a quality training experience
  • Maintain confidentiality and privacy
  • Develop technical documentation
  • Interpret and translate policies, procedures, programs and guidelines
  • Capable of investigative and analytical research
  • Ability to maintain a smooth course flow through the use of introductions, bridging and summation, including use of appropriate verbal and visual examples, analogies and stories to explain concepts
  • Strong questioning skills to encourage classroom participation
  • Ability to listen and respond to participant comments/questions while maintaining focus on course objectives
  • Navigate, gather, input and maintain data records in multiple systems / applications
  • Follow and accept instruction and direction
  • Establish and maintain working relationships in a collaborative team environment

Required Leadership Experience and Competencies

  • Facilitate discussion at the group or individual level (Applies to All Levels)
  • Ability to direct and lead others (Applies to Levels 2 - 4)

Preferred Job Skills

  • Strong knowledge of claims and correspondence processing, medical benefits, or enrollment processing
  • Advanced PC proficiency
  • Expert skill in BCBSAZ systems / applications

Preferred Professional Competencies

  • Knowledge of a wide range of subjects pertaining to the organization's service and operations
  • Promote a professional image through the use of advanced written and oral communication skills

Preferred Leadership Experience and Competencies

  • Experience in facilitating training and conducting coaching sessions

Blue Cross Blue Shield of Arizona is a local, independent Blue Cross Blue Shield Association and a not-for-profit health insurance company headquartered in Phoenix. Founded in 1939, the company has more than 1,400 dedicated employees throughout its Phoenix, Tucson, Chandler and Flagstaff offices. Providing health insurance products, services and networks to more than 1 million Arizonans, Blue Cross Blue Shield of Arizona offers various health plans for individuals, families, and small and large businesses. Blue Cross Blue Shield of Arizona also offers Medicare supplement plans to individuals over age 65.

Blue Cross Blue Shield of Arizona helps to fulfill its mission of improving the quality of life of Arizonans by delivering a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.

Our Commitment

BCBSAZ does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.


Thank You

Industries

Posted: 2019-05-30 Expires: 2019-06-29

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Technical Training Specialist

Blue Cross Blue Shield of Arizona
Phoenix, Arizona 85021

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