Learning Specialist - Trainer - Centivo

We exist for workers and their employers -- who are the backbone of our economy.  That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.

The Learning & Development team at Centivo is comprised of instructional designers and classroom trainers. Reporting to People Team leadership, the team is responsible for the company wide curriculum.  

This newly centralized team which will be guided by the Learning & Development team at Centivo is responsible for curriculum development, needs assessment, course development and assessment/evaluation of the effectiveness of the Centivo curriculum which covers our product as well as classroom training for Sales, Member Care (customer service) and Claims.  

• Classroom Training – we expect to need one classroom trainer who would be responsible for the delivery of classroom learning and assessment for our claims and member care new hires.   Additional support provided to other departments may be required.

Responsibilities Include: 

• Direct oversight of programs to train and/or re-train staff to support department operations including claims processing, adjustments, overpayment recoupment, auditing, member care processes and other operations-centric activities. 

• Develop and maintain training curriculum, clearly identifying training module content, learning objectives, and training/job aids.  

• Enhance and improve the training manuals as needed based on evolving workflows, procedures, or compliance requirements. 

• Deliver training sessions, as needed, to inform staff on new policies, procedures, systems, and business requirements. 

• Conduct training evaluations to assess the effectiveness of training and use findings to improve future programs. 

• Work and collaborate with department management to support the development and maintenance of training materials, policy and procedures and standard operational guidelines. 

• Partner with the quality department to identify inconsistencies, as well as implementation of controls and changes to systems and policies that support quality performance. 

• Assist in the coaching of staff towards meeting and exceeding performance expectations for quantity, quality, timeliness, and efficiency. 

• Monitor, document and review the progress of trainees through audit results, progress reports and discussions with managers/supervisors. 

• Using data from quality audits to perform claims troubleshooting to identify issues, as needed, and work with appropriate staff to resolve. 

• Provide constructive feedback, including progress reports, to Supervisors, Managers and Directors of Operations. 

• Constant verbal and written communication with staff and other business associates by telephone, correspondence, or in person. 

• Ownership of the policy and procedure program facilitation, ensuring consistency and minimal standards are met, coordinate the roll-out across the Centivo organization. 

• Ensure department resource site and knowledge base systems are up to date with the most accurate training materials and standard operating procedures.  

• Duties and responsibilities are not intended to be all-inclusive; they represent key elements considered necessary to successfully perform the role. 

Required Skills and Abilities: 

• Knowledge of adult learning and knowledge transfer principles. 

• Strong organizational and interpersonal skills, with the ability to communicate effectively, both verbally and in writing. This includes presentation skills to both individuals and groups. 

• Excellent writing and editing skills and ability to summarize complex information clearly and accurately. 

• Well organized and detail oriented. 

• Ability to work with, coach and lead several individuals concurrently. 

• Excellent critical/analytical thinking and problem-solving skills. 

• Ability to correctly interpret and explain claims processing rules, regulations, and procedures to new and tenured employees. 

• Strong customer service skills, aptitude and communication.  

• Familiarity with branding guides & templates for consistent learner visual experience  

Education and Experience: 

• Bachelor’s degree or equivalent  

• 6 years of experience with instructional design including needs analysis, course design, content development, training delivery, and training evaluations.   

• 3 years of experience in TPA, health plans operational training, preferably in a self-funded environment. 

• Experience with e-learning tools & technology required, with Articulate Rise 360 and video editing software experience preferred 

• Experience with modern HCM and LMS systems required, with experience with Paylocity preferred 

• Experience in MS Word, Excel, Outlook, and PowerPoint 

• Experience with e-Learning technology (preferably Articulate 360) 

Preferred Qualifications:  

• Healthcare claims platform experience in Javelina or HealthEdge Payor/Source/P1 or other highly automated claims processing systems.  

• Experience in TPA, claims, customer service.  

• Curiosity and awareness of trends and methods of using AI and ML to scale content development and support learner in real time. 

Work Location: 

• This is an in office role, located in our Buffalo office.  

Centivo Values: 

• Resilient – This is wicked hard. There is no easy button for healthcare affordability. Luckily, the mission makes it worth it and sustains us when things are tough. Being resilient ensures we don’t give up.  

• Uncommon - The status quo stinks so we had to go out and build something better. We know the healthcare system. It isn't working for members, employers, and providers. So we're building it from scratch, from the ground up. Our focus is on making things better for them while also improving clinical results - which is bold and uncommon. 

• Positive – We care about each other. It takes energy to do hard stuff, build something better and to be resilient and unconventional while doing it. Because of that, we make sure we give kudos freely and feedback with care. When our tank gets low, a team member is there to be a source of new energy. We celebrate together. We are supportive, generous, humble, and positive.  

Who we are:

Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com.

Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.