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Job: Senior Operational Trainer - Duluth, MN and Cypress, CA

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Position Description

This isn't HR. This is Human Capital at UnitedHealth Group. Here, you're expected and empowered to be your best, to grow and to develop your skills. Join us and help people live healthier lives while doing your life's best work.(sm)

As a Senior Operational Trainer, you will train talented individuals and exceptional professionals! This a great opportunity to effective the delivery of training programs across a Fortune 25 Organization. We're looking for individuals who keep abreast of various training delivery techniques, business processes, products and systems in specific areas of expertise. This will encompass training of one functional area such as Claims or Customer Service individuals in the Training Delivery Operational functions and could include some aspects of the design process and training material as needed. We are looking for someone who has extensive work experience in a highly matrix organization across multiple functions. When not in training you will assist the manager of the department with department activities and act as a resource to the team.

The Trainer position is a vital part of the strategy to:

  • Ensure that frontline Customer Service Representatives (CSR) have the necessary soft skills, technical skills, and product/procedure knowledge to effectively and efficiently serve the needs of our customers. This is expected to boost NPS scores and increase customer/client satisfaction.

Position Overview:

  • Trains new hire classes of customer service representatives in an expansive array of call types including core H.S.A., Health Advantage, MyCDH, and employer/broker
  • Attends and actively participates in project meetings for new initiative launches to ensure that all relevant information can be included in training modules for customer service representatives. With each initiative (i.e. introduction of the mobile app, move to the Harmony platform, My CDH brought in-house, etc.), training of customer service representatives was essential to a successful rollout
  • Works collaboratively with the customer service representatives and management to develop training materials for new or modified procedures and culture training for the team for new strategic clients onboarded
  • Prepares course content for refresher training to include intensified focus on customer authentication, tax document understanding, soft skill courses, and targeted training for customer service representatives not meeting performance expectations

Required Qualifications:

  • High school diploma

  • 5+ years of experience conducting classroom training and/or seminar/workshop topics

  • Excellent time management, organizational, and prioritization skills and ability to balance multiple priorities

  • Demonstrates effective interpersonal, influence, collaboration and listening skills and drives for results individually and in a team setting

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.SM

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Keywords: senior trainer, Duluth, MN, Minnesota, Cypress, CA, California

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