Job Description

Develop Talent. Elevate Performance. Drive Impact.
Western Health Advantage is seeking a Training and Development Specialist to support the growth and performance of our Member Services team. In this role, you will design, deliver, and evaluate training programs that strengthen employee knowledge, skills, and overall effectiveness. You will play a key role in ensuring staff are equipped to provide high-quality, compliant, and empathetic service while supporting continuous learning and performance improvement across the department.

What You’ll Do

• Facilitate engaging training programs to support staff performance and development
• Conduct and coordinate new hire onboarding and ongoing training for call center staff
• Partner with leadership to provide coaching, side-by-side support, and nesting for new and existing staff
• Deliver training using a variety of methods including instructor-led, virtual, and e-learning formats
• Apply design techniques using (ADDIE/SAM) to design and deliver measurable results
• Translate complex healthcare concepts, regulations, and systems into clear, understandable content
• Collaborate with QA and leadership to align training with call quality standards
• Work with subject matter experts (SMEs) to identify learning gaps and improve training materials
• Maintain and update SupportPoint and other training resources
• Measure training effectiveness using KPIs such as QA scores, AHT, and FCR
• Track and maintain training records and materials for all participants
• Create a positive learning environment that encourages engagement and continuous learning
• Perform other duties and special projects as assigned

What You’ll Bring

• Associate’s degree in Communications, Business Management, Education, or a related field
• 1–2 years of experience in training, coaching, or QA within a healthcare HMO preferred
• 3–5 years of experience in a customer service call center, preferably in healthcare operations
• Experience delivering training across multiple formats, including instructor-led and e-learning
• Working knowledge of adult learning theory and instructional design principles
• Strong communication, facilitation, and interpersonal skills
• Ability to adapt to changing priorities and training needs
• Proficiency with standard business applications

Western Health Advantage is committed to providing equal employment opportunities  to employees and applicants for employment on the basis of merit and without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, physical or mental disability, medical condition, genetic information, marital status, ancestry, military or veteran status, or any other basis made unlawful by federal or state law. (EOE)

Western Health Advantage values and supports the unique talents and strengths that each employee brings to our organization. Collaborating with the best and the brightest means a dynamic, fulfilling work experience for you — and excellent customer service for our members.

*WARNING: Please beware of phishing scams that solicit interviews or promote work-at-home opportunities, some of which may pose as legitimate companies. Please be advised that Western Health Advantage will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the to the Federal Trade Commission by selecting the ‘Rip-offs and Imposter Scams’ option.’

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