WebTPA · 1 day ago
Customer Service Training Mentor
San Antonio, TX
Full-time
Onsite
Mid, Senior Level
4+ years expWebTPA, a GuideWell Company, is a healthcare third-party benefit administrator with over 30 years of experience in building unique benefit solutions. The Training Mentor is responsible for mentoring new hires and existing employees through training, delivering formal instructor-led training, and providing coaching and performance-based feedback to enhance employee competency.
Financial ServicesHealth Care
Responsibilities
TRAINING NEW HIRES
Deliver and facilitate new hire training with an emphasis of Customer Service utilizing skill-based training, systems, employee tools, and member web site, etc. in a virtual and in-person environment
Assess content and report out at a high level ROI on time spent, quantifying impacts
CONTINUING EDUCATION FOR EXISTING STAFF
Deliver training for existing employee with sessions on a variety of products, systems, job roles, and support area business processes
FEEDBACK ON TRAINEES
Provide coaching and feedback to management on progress of an individual learner and a group on their ability to best apply knowledge, skills, tools and job processes
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
Assess content and report out at a high level ROI on time spent, quantifying trends in training impact
Partner with team to deliver pilot courses and provide feedback on instructional soundness of materials, including assessments
FACILITATION METHOD FEEDBACK
With guidance from leadership, recommend best practices in facilitation which support formal and informal solutions in an in person and virtual environment that take into account technology platforms
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
Qualification
Required
4+ years related work experience
Training delivery/facilitation experience in an in-person environment which includes 1 – 2 years experience in virtual classroom facilitation
Experience working with new hires and existing employees in either Customer Service Calls or Processing Claims with emphasis on error free production following training
Related Bachelor's degree or additional related equivalent work experience in areas of Operations, Training, education, human resources, business, or other related fields
Years of delivery/facilitation experience can be supplemented with 3 - 5 years of relevant work experience in Operations, customer service, billing and/or claims processing, being performed in a health/insurance related organization
Demonstrated knowledge of adult learning theory & principles
Seasoned written and verbal communication skills which include demonstrated ability to facilitate training
Ability to address non-route of requests and/or solve non-route business related issues
Ability to work in a fluid environment where business and organizational direction changes occurs frequently
Seasoned knowledge of Kirkpatrick and Philip learning evaluation models with experience in knowledge proficiency and on the job transfer
Ability to interpret business related results into actionable items for individual growth and development
Ability to quickly develop business relationships
Ability to provide feedback to elevate the performance level of an individual or team
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
Knowledge of WebTPA health and ancillary products and systems
Industry recognized facilitator certification (i.e. ATD Certification, Achieve Global, etc.)
Seasoned knowledge of instructional design process (i.e. ADDIE, RAPID) with ability to demonstrate practical application of principles preferred
Working knowledge of instructional design methods (Dick & Carey, MLRK) with ability to demonstrate practice application of methodology preferred
Benefits
Medical, dental, vision, life and global travel health insurance
Life insurance, Short- and long-term disability programs
Leave programs to support personal circumstances.
401(k) includes employer contribution match
Paid time off, volunteer time off, and 11 holidays
Additional voluntary benefits options available
Comprehensive wellness program
Company
WebTPA
WebTPA provides customizable administration solutions and products to employers, health systems and insurance companies.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2020-11-06Acquired
2001-05-01Series Unknown
Leadership Team
Tanner Vick
Chief Financial Officer
Recent News
2025-04-18
2025-01-17
2024-05-23
Company data provided by crunchbase