Aetna Trainer in Sunrise, Florida
Req ID: 43412BR
We are looking for a Customer Service Trainer to enhance the competencies of individual employees by designing and conducting training programs that will boost employees workplace performance in alliance with companys core values. The candidate will be responsible for performing training needs assessments, designing and delivering curriculum and learning materials and for managing all phases of training interventions.
The person hired for this position will deliver and/or facilitate training sessions to designated audiences and will be required to travel to various locations as needed; create training materials and customer service workflows; perform performance analysis with business leaders to identify performance gaps (tracking and trending), appropriate training interventions, and other variables required to improve business performance. Hold Customer Service (Domestic and International) Quality Hours for Aetna International as needed, hold refresh training for Customer Service Representative (CSRs) and Plan Sponsor Liaisons (PSLs); assist with any updating Wiki information as needed, work with local leadership and national curricula design teams to ensure the successful transfer of learning from the classroom back to the job. He/she will communicate regularly with training staff to manage the rollout of training materials; feedback on training effectiveness; incorporate feedback from participants and other relevant audiences to improve training, processes and products; and effectively manage curriculum, reporting and other relevant administrative requirements through the Aetna Learning Center. He/she must consistently maintain quality and production standards set forth for claim auditing and will eventually be cross trained on the Claims training curriculum as well. The ideal candidate will also be well versed in handling a variety of learning curves amongst class participants and be able to cater the training to ensure overall class success.
The ideal candidate needs a minimum of 3+ years of medical and dental customer service experience, knowledge of ASD and RUMBA applications, medical products (PPO, OA MC,CMED, etc.), SCM contracts and HMOPROD knowledge a must. Strong knowledge of the topics being trained paired with the ability to communicate effectively with parties at all levels. Training experience desired but not required.
The highest level of education desired for candidates in this position is a Associate's degree or equivalent experience.
Functional - Customer Service/Customer Service - Member Services - Traditional products/1-3 Years
Functional - Dental//1-3 Years
Technical - Desktop Tools/Microsoft Outlook/1-3 Years/End User
General Business/Communicating for Impact/FOUNDATION
Leadership/Collaborating for Results/FOUNDATION
Leadership/Creating a World Class Workforce/ADVANCED
ADDITIONAL JOB INFORMATION:
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.
Job Function: Workforce and Talent Development