Claims Trainer

We are seeking a motivated and detail-oriented Claims Trainer to support the development and success of a claims operations team. This individual will be responsible for onboarding new employees, delivering engaging training programs, identifying performance gaps, and providing ongoing coaching to ensure consistent processes and exceptional customer service.

The ideal candidate has experience in a call center or claims-related environment and enjoys helping employees build their knowledge, improve performance, and navigate systems and procedures effectively.

• Develop, update, and maintain training materials, including manuals, job aids, reference guides, and online learning resources.

• Facilitate onboarding and training sessions for new employees in both in-person and virtual settings.

• Evaluate employee performance following training and provide recommendations for continued development.

• Monitor new-hire progress, attendance, and performance to ensure successful onboarding.

• Identify knowledge gaps and performance trends within the existing team and implement targeted refresher training.

• Conduct regular one-on-one coaching sessions with new hires and employees requiring additional support.

• Partner with management and quality assurance teams to support audits, coaching initiatives, and process improvements.

• Serve as a subject matter expert for claims processing, handling procedures, and system-related questions.

• Gather feedback on training effectiveness and continuously improve instructional materials and delivery methods.

• Support leadership with additional training initiatives and operational projects as needed.

• At least two years of experience in a call center environment in a training, quality assurance/auditing, team lead, subject matter expert, or supervisory capacity.

• Knowledge of adult learning principles, instructional techniques, and employee development methods.

• Strong computer skills, including Microsoft Office and Excel, with the ability to navigate multiple systems and troubleshoot basic technical issues.

• Experience delivering presentations and facilitating training in both virtual and in-person environments.

• Excellent verbal and written communication skills, with the ability to work effectively with employees, leadership, and external customers.

• Strong organizational, time-management, and multitasking skills.

• Ability to assess employee performance, identify learning needs, and adapt training approaches to different learning styles.

• Comfortable working in a fast-paced environment with changing priorities and business needs.

• Creative, proactive, and solutions-oriented approach to training and employee development.
  
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