QA, Training & Procedure Specialist

UNITE HERE HEALTH serves 200,000+ workers and their families in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity!

The purpose of the QA, Training and Procedure Specialist is to develop the skills and knowledge of Contributions and Enrollment department staff through in-person and virtual training, work with department leadership to identify training needs, and assess quality and performance of department staff. This position would also provide support with creating resource and recognition tools within the department which would encourage staff to strive for perfection.

ESSENTIAL JOB FUNCTIONS AND DUTIES

Quality:

• Develops formative and summative assessments within the Learning Management Systems (LMS) to accurately measure learner comprehension and progress
• Uploads and organizes course materials, lessons, and assessments in the LMS, maintaining consistency and easy access for users
• Conducts performance analysis and objective employee auditing delivered through standardized forms and electronic feedback highlighting areas where training and development are needed as well as areas of expertise
• Identifies and analyzes trends and provides insight to management regarding department efficiency
• Monitors and delivers feedback to management on areas where workforce training and development is needed by utilizing audit findings at all levels (employee, team, and department)
• Maintains quality and productivity standards through the analysis of audit findings and the feedback, coaching and training provided
• Calculates monthly audit results

Training:

• Lesson Development - Designs engaging, interactive lessons and training modules, incorporating multimedia elements where appropriate to enhance learner engagement
• In collaboration with department leadership, coordinate training scheduling, assessments and providing critical feedback, as needed
• Delivers training of employees through classroom learning, one-on-one, and job aids, providing progress feedback to leadership
• Designs and delivers multi-media training programs to suit various audiences, including procedure manuals and guides in addition to handouts and visual materials for quick reference
• Presents information using a variety of instructional techniques or formats such as role playing, simulations, team exercises, group discussions, lectures, etc. Develops and maintains a database for the tracking, reporting, and analyzing training and quality program
• Coordinates with management to identify training and development opportunities and the best ways to address the needs
• Partners with other areas of the organization to coordinate training efforts and makes recommendations for improvements of interdepartmental business processes

Operations/Procedure Writing:

• Develops and maintains training manuals, materials, and lessons for all Contributions & Enrollment Team functions to be used as reference and to train Contributions and Enrollment staff
• Develops and maintains training materials to be used as a reference and to train other departments over Contributions & Enrollment processes
• Reads and accurately interprets technical materials in collaboration with the Technical Operations Team
• Reviews SPDs, Plan Documents, and discretionary participant communications to ensure documents accurately reflect legal requirements and Fund policy and procedures related to Eligibility
• Sets goals and achieves measurable results
• Contributes positive feedback to achieve department goals, providing recognition and in creating resource tools

General:

• Exemplifies the Fund’s BETTER Values and Professional Effectiveness Dimensions in contributing to a respectful, trusting, and engaged culture of diversity and inclusion
• Performs other duties as assigned within the scope of responsibilities and requirements of the job
• Performs Essential Job Functions and Duties with or without reasonable accommodation

ESSENTIAL QUALIFICATIONS

Years of Experience and Knowledge

• 3 ~ 5 years of related experience minimum
• 1+ years analyzing business process
• Working knowledge and experience in analyzing training needs, creating and delivering training programs (e.g., On-the-Job, Classroom, Videoconference, etc.), and measuring corresponding ROI
• Working knowledge and experience in Accounting, Enrollment, COBRA, HIPAA and Appeals
• Working knowledge and experience writing and maintaining policies and procedures
• Experience handling the evaluation of workforce training and development needs and execution of subsequent training efforts
• Experience administering Learning Management Systems (LMS) using a variety of training tools, techniques, and technology to promote trainee retention

Education, Licenses, and Certifications

• Bachelor's degree in Business, Healthcare or related field or equivalent work experience required
• Preferred: Certification in Training

Skills and Abilities

• Advanced level Microsoft Office skills (PowerPoint, Word, Outlook)
• Advanced level Microsoft Excel skills
• Highly developed communication skills (written, oral and presentation)
• Problem solving, multi-tasking, analytical, and decision-making skills
• Attention to detail, time management, organization, strong math aptitude and investigative skills
• Ability to lead a classroom discussion, engage participants and create a cooperative training environment
• Ability to deliver coaching and performance feedback in a strategic fashion
• Ability to work collaboratively with all levels of staff
• Ability to prioritize and manage multiple projects
• Ability to partner successfully with a variety of personality types
• Willingness to keep abreast of new techniques in corporate teaching

Salary range for this position: Hourly $27.7435 - $33.9487. Actual hourly rate may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.

Work Schedule (may vary to meet business needs): Monday~Friday, 7.5 hours per day (37.5 hours per week) as a hybrid work-from-home arrangement.

We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Pension, Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).

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