Trainer II - Service Operations at Blue Cross Blue Shield of Michigan in Detroit, Michigan

Job Description:

Non-Exempt / Bargaining Unit Posting - nonexempt

Local / Seniority Unit- 2500/3309

New Posting Date - January 11, 2022

New Deadline Date - January 18, 2022

Original Date Posted – December 22, 2021

Original Deadline Date – January 3, 2022

Job Title – Trainer II - Service Operations

Department - 126340 Service Training and Operational Readiness

Salary Grade - UO

Job Code - X732C

Number of Openings – 1

Status – regular FT

Shift- 7:00 am – 6:00 pm Flex Shift (M-F)

Site- Detroit, MI

Responsible for conducting formal classroom training, providing on-the-job training, and revising and maintaining training programs according to divisional training program standards. Functions in a leadership capacity to trainees while in the classroom enforcing divisional and corporate policies and training and performance issues and determines alternative approaches if necessary to optimize opportunity for competency attainment. Completes Maintenance Change Requests (MCRs) to revise or remove training materials as necessary.  The incumbent may function as a subject matter expert to line department, divisional and/or corporate work groups. The incumbent participates with line management and supervisory staff, as well as subject matter experts; in order to analyze training needs, and redesign existing programs as required, as well as deliver training to divisional employees.

• Deliver training programs to end user staff.


• Modify, update, revise, and maintain existing training programs to meet departmental standards for content validity and format.


• Provide on-the-job training to end users.


• Assumes classroom leadership responsibility for employees while in training.


• Serve as a liaison from the line/training organization to Operations Development and Learning Management (ODLM) to advice of curriculum and documentation needs.


• Under the guidance of training management, evaluate trainees' performance and works with ODLM and Operations leadership to make recommendations.


• Provide line/training management with regular evaluative feedback regarding trainee


• classroom/on-the-job training performance for training received.


• Provide post-training feedback and recommendations on training/documentation effectiveness.


• Complete training and utilization reports on a timely basis in addition to all necessary administrative requirements.


• Coordinate, develop and deliver Non Bargaining Unit training programs for contingency preparation.


• Research and analyze information regarding potential projects to determine if instructional solutions are required.


• Work closely with the line area leadership, training management, subject matter experts from the line organization and others to determine training needs and assess the learning environment to determine instructional methods, media and materials appropriate to learner characteristics, resources, constraints and planned learner outcomes.


• Complete projects with a minimum of direction and keep appropriate personnel advised of project progress, problems and issues.


• Perform other related duties as assigned.

• Bachelor's Degree with a concentration in Education, Instructional Design, Communications or related field is required.


• Two to three years. BCBSM experience to include any or a combination of the following: Unit Leaders, Quality Analyst/PES, Technical Specialist, Customer Service Rep. III, Customer Service Rep. IV, Claims Processor (highest level), Pricer (highest Level), and Trainer. At least two (2) years proven experience as an educator/trainer/supervisor or in a leadership Capacity. 


• Successful completion of Corporate Train the Trainer curriculum.


• Travel to other Blue Cross Blue Shield/BCN locations may be required.


• Skills maintenance is required for all operational trainers.  This includes servicing members via telephone and or electronically.


• Ability to conduct classroom training and/or to facilitate classroom learning. 


• Conducts skill transfer through on-the-job training.


• Independently manages time and organizes work.


• Knowledge of PC applications, including required BCBSM systems and tools.


• Highly developed interpersonal skills, including the ability to establish and maintain positive working relationships at all levels. 


• Ability to modify and match instructional methods and media to produce learning outcomes for training. 


• Knowledge of developing job aids and evaluation techniques and strategies.


• Skill in effectively managing groups.


• Ability to design and produce training materials based on practiced Instructional Design techniques. 


• Ability to analyze the impact of workflows, systems or new business changes, determine training and skill impact and build or integrate curriculum modifications to assure the development and delivery of performance based training.


• Other related skills and/or abilities may be required to perform this job.

All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.