Senior Trainer, Customer Service (Technical Support Specialist)
Cigna - Rosemont, IL

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Job Description We are looking for a Lead Customer Service Trainer (Technical Support Specialist) to join our team in Illinois! The Trainer will be well versed in all aspects of our call center and assist in training both new and existing associates to enhance the current quality practices and efficiencies of our call center. This will be done using a mix of quality assurance reviews, side by side learning, and classroom style sessions.

Additional Responsibilities: *
  • Assists design and development of curriculum and develops and delivers training sessions to a uniquely defined designated audiences of learners. *
  • Collaborate with local leadership and national curricula design teams to ensure the successful development and transfer of learning from the classroom back to the job. *
  • Responsible for providing coordination, processes, direction, support, and training on applications for Customer Service. *
  • Conduct training for new associates and ongoing training for the customer service team . *
  • Function as a resource for customer service representatives when they have questions on policies and procedures. *
  • Review and provide feedback to the customer service representatives as needed. *
  • Assist in developing new and ongoing training material, as well as, the knowledge base. *
  • 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. *
  • Maintains records of training activities and employee progress and monitors effectiveness of programs. *
  • Coordinates participation in outside training programs by employees. *
  • Prepares and distributes training aids such as instructional material, handouts, evaluation forms, and visual aids; sets up audiovisual equipment and makes presentations. *
  • Contacts attendees and department representatives about training program. *
  • Schedules the appropriate classroom and prepares the physical setup. *
  • Creates and maintains reporting and records. *
  • Responsible for the specific application used by department. Acts as super-user for the application. Assists users in accessing and using application. Trains new employees and all employees after application upgrades or changes. Reviews use of application to ensure accuracy and quality. *
  • Identifies, researches, analyzes, and resolves problems. *
  • May develop and provide reports. *
  • Schedules and tracks projects. *
  • May be responsible for table maintenance, documentation, and/or operational metrics. *
  • Contributes to group knowledge and best practices.
Preferred Qualifications: *
  • Bachelors degree or equivalent years of progressive experience. *
  • Exceptional verbal, written, interpersonal and presentation skills. *
  • Ability to work constructively in a team environment. *
  • Previous work experience with a healthcare/insurance company a plus. *
  • Knowledge of Microsoft Office applications. *
  • Strong communication, critical thinking and analytic skills. *
  • Ability to teach and document training material to clinical and non-clinical end users. *
  • Experience in the design, development, and/or technical support of information based distribution systems, including social learning technologies, wiki applications, data look up, and learning/knowledge management system. *
  • Desired functional experiences: *
    • Functional - Learning/Design *
    • Functional - Learning/Principals of Adult Learning *
    • Functional - Products-Medical/Individual Medicare Supplement Plan *
    • Functional - Communications/Communication Delivery - Public Speaking *
  • Electronic Medical Records (EMR) software, Electronic Practice Management (EPM) software and QNXT (claims management software) experience a plus! *
  • Familiar with Medicare Senior Supplemental business processes and having claims and customer service knowledge is preferred. *
  • Strong knowledge base in training, instructing, and/or coaching others.

CIGNA - 16 months ago - save job - block
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With a significant position in the US health insurance market, CIGNA covers some 11.5 million Americans with its various medical plans. The...