Customer Experience Training Program Administrator

Are you excited to step into a complex world that requires a blend of mind, heart and flexibility? We at CareOregon have been strengthening communities since 1994 by making health care work for everyone. As a nonprofit health plan largely focused on Oregon’s Medicaid population, we find fulfillment in supporting the underserved.

General Statement of Duties
The Customer Experience Training Program Administrator is responsible for the development and oversight of customer experience training and skill development programs. This includes developing, building and coordinating the training programs for Customer Experience departments and contact center operations. This position participates in strategic planning, contributes to the design of contact center operations and supports the integration of Operations and Customer Experience Team initiatives. Additionally, the role provides training and education as needed in partnership with Training Specialists.

Essential Position Functions
Lead an interdisciplinary team of specialists from within and outside the Customer Experience team to inventory existing training, conduct needs assessments, train for and coordinate subject matter responsibilities, track progress and report on training outcomes.
Design and implement instructional tools and delivery mechanisms based upon knowledge gaps identified by the needs assessment process and strategic business goals.
Oversee the instructional design for customer experience training.
Develop and manage training programs for Customer Experience teams, including technical contact center training and education.
Work with IS, HR and other internal groups to translate content ideas and requirements into appropriate training methods.
Communicate with vendors to build and optimize content.
Partner with Training Specialists to support training system administration and the delivery of training content and programs.
Provide accountability for the development and maintenance of the training request, tracking and communication process.
Support the strategic prioritization of training requests, streamlining the training request process.
Deliver training content and education in partnership with Training Specialists as needed.
Provide accountability for the development, implementation and maintenance of the training calendar.
Facilitate system coordination and planning with internal and external stakeholders in order to ensure the effectiveness of service delivery and timely access to services for members.
Maintain a comprehensive knowledge of contract expectations and state regulations; integrate content into applicable learning and development training programs.
Develop goals, metrics and key performance indicators for Customer Experience training programs; provide regular status updates to the Manager and Operations staff as appropriate.
Utilize process improvement methods to continuously evolve program processes toward greater efficiency and effectiveness.
Provide supplemental direction to document control functions associated with compliance, operations training, and procedural documentation efforts.
Create best practices for methods to digitize materials for contact center services teams.
Support collaborative relationships with CareOregon and affiliated lines of business, providers and community partners.

Essential Department and Organizational Functions
Propose and implement process improvements.
Meet deadlines for completion of workload.
Maintain agreed upon work schedule.
Demonstrate cooperation and teamwork.
Provide cross-training on specific job responsibilities.
Meet identified business goals that contribute to departmental goals.
Perform other duties as needed.

Knowledge, Skills and Abilities Required
Ability to develop and implement training goals, programs and plans based on broader organizational goals
Ability to successfully complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate)
Ability to track and analyze training programs and adjust content to maximize effectiveness
Advanced knowledge of adult learning theory, practices and principles
Ability to deliver in-person and virtual training to peers, hourly associates and senior management
Ability to design learning for both new and experienced team members
Ability to demonstrate how training contributes to the company’s bottom line and the return on investment
Ability to justify programmatic decisions with data
Ability to influence others without having positional authority
Understanding of industry learning trends to help drive innovation
Technical aptitude to quickly learn new technologies and implement blended learning solutions
Ability to utilize process improvement methods to continuously evolve program processes toward greater efficiency and effectiveness
Possess a strong focus on customers’ needs and satisfaction
Excellent analytical skills
Strong problem-solving skills
Excellent oral and written communication skills
Excellent program and project management skills, including the ability to prioritize, manage and complete projects with tight deadlines
Strong interpersonal skills and the ability to provide effective leadership to staff and other internal and external stakeholders
Ability to lead a diverse group of people toward a common vision
Ability to work independently or as part of a team
Ability to adapt well to fast-paced environments with changing circumstances, direction and strategy
Ability to be proactive, action oriented, performance driven and persistent in accomplishing difficult tasks
Ability to deal with ambiguity

Physical Skills and Abilities

Lifting/Carrying up to 10 Pounds

Pushing/Pulling up to 0 Pounds

Pinching/Retrieving Small Objects

Crouching/Crawling

Reaching

Climbing Stairs

Repetitive Finger/Wrist/Elbow/

Shoulder/Neck Movement

0 hours/day

0 hours/day

0 hours/day

0 hours/day

0 hours/day

0 hours/day

More than 6 hours/day

Standing

Walking

Sitting

Bending

Seeing

Reading

Hearing

Speaking Clearly

0 hours/day

0 hours/day

0 hours/day

0 hours/day

More than 6 hours/day

More than 6 hours/day

More than 6 hours/day

More than 6 hours/day

Cognitive and Other Skills and Abilities

Ability to focus on and comprehend information, learn new skills and abilities, assess a situation and seek or determine appropriate resolution, accept managerial direction and feedback, and tolerate and manage stress.

Education and/or Experience

Required

Minimum 6 years’ training experience; experience should include minimum 2 years delivering training to varied audiences and minimum 2 years in program administration and instructional design, including leadership of multiple large-scale training initiatives
Preferred

Experience in Healthcare including Medicaid and Medicare
Experience in Contact Center Industry

Working Conditions

Environment: This position’s primary responsibilities typically take place in the following environment(s) (check all that apply on a regular basis):
☒ Inside/office ☐ Clinics/health facilities ☐ Member homes

☐ Other:

Travel: This position will include occasional required or optional travel outside of the workplace, in which the employee’s personal vehicle, local transit, or other means of transportation may be used.
Equipment: General office equipment and/or mobile technology
Hazards: n/a
Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment

Veterans are strongly encouraged to apply.

Equal opportunity employer. This company considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Apply Now:
https://career4.successfactors.com/career?career%5fns=job%5flisting&company=C0007187026P&navBarLevel=JOB%5fSEARCH&rcm%5fsite%5flocale=en%5fUS&career_job_req_id=15926&selected_lang=en_US&jobAlertController_jobAlertId=&jobAlertController_jobAlertName=&_s.crb=VRraEQmqX49dYfq5t9pRDY7tVnkGAVaub3lKSi%2fyGeE%3d

Position Description »