Responsibilities
- Create, develop, and update training programs for Care Advocates and other roles, covering onboarding, systems, compliance, and ongoing skill development.
- Produce high-quality e-learning modules, videos, presentations, job aids, and assessments using adult learning principles and inclusive design standards.
- Keep the Care Advocate handbook current, including services, documentation expectations, scripting, escalation pathways, and partner-specific requirements.
- Maintain a centralized knowledge base of SOPs, how-to documentation, and training materials, ensuring accuracy, brand consistency, and easy accessibility.
- Refine the training curriculum as the program evolves, adapting what works in pilot phases for larger-scale implementation.
- Lead engaging virtual onboarding sessions, professional development workshops, and compliance training for diverse audiences, from frontline Care Advocates to clinical staff.
- Foster interactive learning environments that encourage participation, real-world application, and continuous feedback.
- Act as the primary internal contact for Care Advocates during and after onboarding, answering questions, providing coaching, and monitoring engagement and quality.
- Manage Care Delivery content on TalentLMS end-to-end, including building and organizing courses, managing enrollments and learning paths, configuring assessments and certifications, troubleshooting issues, and ensuring a smooth learner experience.
- Maintain accurate learner records and ensure audit-ready documentation for all digital learning activities.
- Proactively pull reports and surface insights on completion, engagement, and readiness.
- Oversee compliance training programs and certification requirements.
- Ensure team members meet health plan partner expectations, including documentation standards, quality benchmarks, and program-specific requirements.
- Maintain records and processes that withstand regulatory and organizational audits.
- Partner with Clinical Operations SMEs and team leads to keep training materials aligned with current workflows, state and federal compliance standards, and performance goals.
- Collaborate with the broader L&D team on curriculum standards, learning design best practices, and shared infrastructure.
- Track and report onboarding readiness for every new hire, including module completion, competency checkpoints, and certification status, surfacing risks before they become problems.
- Compile and analyze training metrics to assess learning effectiveness, certification completion, and engagement, delivering actionable insights to leadership.
- Respond to coaching requests at the individual and team level, escalating programmatic gaps and partnering with leadership on solutions.
- Identify skill gaps through data, observation, and feedback, recommending scalable solutions to improve learner outcomes and organizational alignment.
- Support change management and communications for the care team, ensuring everyone knows about and can adopt changes to workflows, scripts, or policies.
- Build trusting, honest relationships across a diverse team and lead difficult one-on-one conversations when needed.
Requirements
- L&D experience in a healthcare setting, such as clinical operations, community health, telehealth, value-based care, or a comparable regulated environment. This is the strongest preference and will be weighted heavily.
- Demonstrated instructional design skills, including building e-learning, video content, job aids, and assessments, not just managing existing curricula.
- Hands-on LMS experience, preferably with TalentLMS, or strong experience with a comparable platform and the ability to ramp quickly.
- Experience working with or supporting frontline care teams, such as Community Health Workers, Care Navigators, or other patient- or member-facing staff.
- Familiarity with compliance training and certification tracking in a regulated environment, ideally including health plan partner requirements or HIPAA-adjacent programs.
- Comfort building and tracking dashboards or readiness reports, measuring whether training worked, not just whether it happened.
- Strong project management skills and attention to detail, owning processes end-to-end and ensuring nothing falls through the cracks.
- Excellent written and verbal communication skills, including writing crisp content, leading a virtual room, turning learning points into stories, and driving change at scale.
- Strong interpersonal skills and the ability to build trusting relationships across a diverse, geographically distributed team.
- Ability to adapt to changing priorities in a fast-paced, evolving program, and willingness to bring others along.
- Curiosity about AI tools and openness to using them to work more efficiently, with training and support provided.
- Tech-fluent with Slack, Google Suite, LMS platforms, and e-learning authoring tools.
Nice to Have
- Experience training Community Health Workers, care navigators, or other frontline roles in a Medicaid or Medicare Advantage context.
- Familiarity with value-based care models, social determinants of health, or care coordination workflows.
- Experience supporting health plan partner compliance requirements or quality audits.
- Background in change management within a clinical or care delivery organization.
Benefits
- Performance-based incentive bonuses
- Opportunity to grow with the company
- Comprehensive health coverage, including medical, dental, and vision
- 401(k) Plan
- Paid Time Off
- Employee Assistance Program
- Health Care FSA
- Dependent Care FSA
- Health Savings Account
- Voluntary Disability Benefits
- Basic Life and AD&D Insurance
- Adoption Assistance Program
- Training and Development
