Job: Operations Learning Specialist-CMC - HR8602ES

JOB SUMMARY
Provides new hire and ongoing instruction to CMC staff on Magellan
policies and standards, service delivery skills, CMC procedures and
account specifics, including instruction on information systems and
service excellence standards. Under the supervision of the Learning
Function Lead, collaborates with leadership of other functional areas
to identify and respond to learning needs of the staff.


ESSENTIAL FUNCTIONS
(Tasks critical to completion of daily workload)

A. Provide instruction for both newly hired staff, staff being cross-trained on other accounts, and sustainment training for existing staff.

Provide detailed instruction on Magellan policies, CMC pro-
cedures, service delivery skills, customer account require-
ments, clinical information systems and care management
processes.

Utilize a variety of learning interventions in response to in-
dividual learning styles. Employ a variety of delivery methodologies ranging from instructor-led (classroom based and virtual) to facilitated, to on-the-job coaching, and one- on-one tutoring. .

B. Research, develop and maintain manuals and documentation
of customized CMC procedures, training programs, support
materials, and training/job aids for all customer accounts.

C. In support of a proficiency-based training model, evaluate in-
dividual learner performance, develop performance improve-
ment plans, counsel learners on performance issues and
consult with management on evaluations of individual pro-
gress to support critical HR decisions.

D. Participates in departmental process and performance im-
provement activities to include needs assessments and ana-
lysis, exploring alternatives and developing corrective action plans. Participates in quality improvement activities.


NON-ESSENTIAL FUNCTIONS
(Additional tasks necessary to meet overall performance standards)

Periodically observes/works alongside frontline staff to ensure content and skills are current and relevant.

MINIMUM REQUIREMENTS
(Skills necessary to meet minimum performance standards of the position)

1. Education: Associates Degree: AA/BS degree in healthcare
field, education, business administration, or learning/perfor-
mance
2. Experience: At least 4years experience to include:
-Formal training experience
-Formal coaching experience
-Customer service, and/or call center experience, and facilitation experience
3. Computer Skills: Skilled in use of MS Word, Excel, Power-
Point, Outlook. .

OTHER:
Demonstrated understanding of adult learning concepts; ability to
communicate technical information to non-technical customers. Good
interpersonal skills; ability to function independently and as a team
member; good organization/ time management skills and excellent
verbal and written communication skills.


PREFERRED QUALIFICATIONS
(Additional skills necessary to exceed minimum performance standards)

1. Experience :Knowledge of policies, procedures and informa-
tion systems gained from experience as a Customer Service
Associate in a healthcare/managed care organization is
strongly preferred.

2. Knowledge, Skills, Abilities: Demonstrated understanding
of instructional design. Familiarity with Magellan's informa-
tion systems. Experience with web-based training, web
development tools/software.