Virtual Training Facilitator I

Training Specialist

Training and Development

Remote: Hybrid

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

This role will have a focus on training call center and transaction‑based operations staff (in‑person and virtual) for all products including Final Expense, Accident and Health and Medicare Supplement products, for Aetna/CVS.

Accountable for initial onboarding and job‑specific training for new colleagues.

Collaborates with leadership to ensure successful development and delivery of training materials and events that transfer learning back to the job.

Actively engage with other training staff and subject matter experts to collaborate and influence the design and development of curriculum, while using the appropriate learning medium.

Manage participant performance in the classroom, to ensure adherence to Aetna standards and policies; may be required to manage the administration of Aetna's performance.

Assess the effectiveness of training programs during and at designated intervals after delivery.

Collect and share curriculum and training feedback from participants and business leaders to enhance curriculum and training based on that feedback.

Use formal instructional design methodology, working with instructional design staff, to develop performance-based training and educational tools.

Develop and conduct follow‑up assessments to determine the effectiveness and, when appropriate, ROI of training programs.

Lead team‑building sessions and/or games for engagement and collaboration among staff.

These responsibilities are included but not limited to other training tasks given by management as needed for the business.

2-3 years of experience in a business training capacity or equivalent experience.

2-3 years of transaction/processing and/or call center based training experience.

Proven experience facilitating instructor‑led training (in‑person and virtual) for diverse audiences.

Competent PC skills and proficiency in MS Office.

Fluency in English Communication (written / verbal) is a MUST.

Ability to work a Hybrid Work Schedule (In office 3 days a week).

Ability to apply creative and innovative problem‑solving approaches to training challenges.

Has strong conflict resolution, problem solving, negotiation and project management skills.

2-3 years of experience and understanding of healthcare transactions, IE: billing, claims processing, application/policy fulfillment and/or Healthcare claims processing.

Foundational knowledge of adult learning principles and how to apply them in a training environment.

Demonstrates a strong aptitude for instructional design using creative approaches to develop engaging training content.

Adaptable and flexible, with the ability to successfully navigate change and implement new processes.

Strong focus on customer experience and quality outcomes, both for learners and end clients.

Bachelor's Degree or equivalent work experience in claims training and/or claims knowledge/ healthcare training.

Full time

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. This position is eligible for a CVS Health bonus, commission or short‑term incentive program in addition to the base pay range listed above.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

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