Customer Service Training Mentor

Get To Know Us!

WebTPA, a GuideWell Company, is a healthcare third-party administrator with over 30+ years of experience building unique benefit solutions and managing customized health plans.

Overview:

As a Customer Service Training Mentor at WebTPA you will be responsible for mentoring new hires and existing employees through formal instructor-led (in-person and virtual) training. This position will provide coaching and performance-based feedback to employees enabling them to perform the requirements of their roles. The Training Mentor will facilitate training in areas of Operations including Customer Service and Claims processing, functioning as a Subject Matter Expert.

Key position details:

-This is a Full time in office position: 6535 SH-161 S, Irving Texas 75039

-Ability to work hours 8:00am to 5:00pm CST

What you will be doing:

TRAINING NEW HIRES

• With emphasis on new hire employees, deliver and facilitate training spanning Customer Service, Claims Processing, skill-based training, employee tools, member web site etc.
• Lead training in-person but may at times include a virtual environment.

CONTINUING EDUCATION FOR EXISTING STAFF

• With emphasis on existing employee development, facilitation in person and virtual reinforcement sessions on a variety of products, system & job role, support area business processes.
• With emphasis on member, provider or broker education, conduct needed education/training sessions to support Operations.

FEEDBACK ON TRAINEES

• Based on working knowledge of performance objectives associated with multiple job roles, provide coaching and feedback to management on progress

PARTNER W/ AUDITING, OPS, ACCT MGMT, TD TO EVALUATE EXISTING CONTENT

• Function as a performance consultant, collaborating with operations to perform needs assessment and recommend training solutions.
• Partner with instructional system designer and development team to deliver pilot courses and provide feedback on instructional soundness of materials, including assessments.

ADMINISTRATIVE

• Perform administrative responsibilities, such as evaluations on course and delivery effectiveness, classroom surveys regarding set-up/upkeep/system images, and system performance & other duties as assigned

Qualifications

• 4+ years related work experience.
• 1 - 2 years' experience in-person or virtual classroom training delivery/facilitation
• Experience working with new hires and existing employees in either Customer Service Calls or processing Claims
• Related Bachelor's degree or additional related equivalent work experience in
• Demonstrated knowledge of adult learning theory & principles
• Exceptional written and verbal communication skills
• Ability to thrive in a fluid work environment where business and organizational direction changes occur frequently
• Ability to interpret business related results into actionable items for individual growth and development.
• Ability to quickly develop business relationships

Preferred Qualifications

• Seasoned knowledge of instructional design process (i.e. ADDIE, RAPID) preferred
• Working knowledge of instructional design methods (Dick & Carey, MLRK) preferred
• 3 - 5 years of relevant work experience in health care/medical insurance operations, customer service, billing and/or claims processing preferred.
• Management experience preferred
• 5 or more years of experience delivering training to non-exempt and exempt employee audiences
• 1 or more years of experience delivering training to front line managers and/or supervisors
• Industry recognized facilitator certification (i.e. ATD Certification, Achieve Global, etc.) preferred

What We Can Offer YOU!

To support your wellbeing, comprehensive benefits are offered. As a WebTPA employee, you will have access to:

• Medical, dental, vision, life and global travel health insurance
• Income protection benefits: life insurance, Short- and long-term disability programs
• Leave programs to support personal circumstances.
• Retirement Savings Plan includes employer contribution and employer match
• Paid time off, volunteer time off, and 11 holidays
• Additional voluntary benefits available and a comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for interns and part-time employees may differ.

General Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

Physical/Environmental Activities

Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally

We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.