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21 Jul 2021

Full-Time Training Specialist II

HRProcessTeam@ama-assn.org – Posted by HRProcessTeam@ama-assn.org Chicago, Illinois, United States

Job Description

Training Specialist II
AMA Insurance
Chicago, IL

AMA Insurance (AMAI) offers life, health and disability insurance at affordable and exclusive rates to help doctors achieve a healthy and secure financial future. AMAI is part of the American Medical Association (AMA), a nonprofit, and the nation’s largest professional Association of physicians. We are a unifying voice and powerful ally for America’s physicians, the patients they care for, and the promise of a healthier nation.  To be part of the AMA is to be part of our Mission to promote the art and science of medicine and the betterment of public health.

As an employer, we are dedicated to many efforts, including employee learning and development, social responsibility, diversity and inclusion and wellness.

Our well-defined culture has strongly impacted the prosperity of our organization.  Our foundational values of Respect, Integrity, Innovation, Impact, Collaboration, Agility and Trust are at the core of our efforts and continue to shape the success of the AMA.

We have an opportunity at our corporate offices in Chicago for a Training Specialist II on our AMA Insurance team. As a Training Specialist II you will design, deliver, maintain and evaluate training programs for all insurance products and business processes administered by AMA Insurance. You will also provide system and compliance training as needed, and monitor and evaluate inbound and outbound calls for individual performance assessment.

RESPONSIBILITIES: 

Training and documentation 

  • Develop and deliver effective training presentations and reference materials on all existing, new and enhanced insurance and related products
  • Retain accurate records of all insurance plan provisions in a concise, easy-to-access manner
  • Present training using ready-made training programs and modules provided by our insurance partners or purchased from vendors to ensure compliance with healthcare and insurance regulations
  • Support the LifePro administration and claims system to include training & procedural development to aid employees in learning a new system. Conduct training on new releases when functionality impacts AMAI staff.
  • Serve as a resource within AMAI to interpret and clarify contract provisions for new and existing policies

Monitoring and coaching 

  • Support the monitoring and coaching programs established to ensure consistently high levels of quality customer service throughout the Customer Service Center and Insurance Specialist Sales Team
  • Monitor & evaluate a representative volume of inbound & outbound phone calls, identifying gaps in product knowledge, procedures and customer service skills; maintain confidentiality of performance data
  • Provide customized coaching sessions to individuals as needed; provide training tools that will reinforce new concepts and skills

May include other responsibilities as assigned. 

Requirements: 

  1. Bachelor’s degree required; degree in business, education or instructional design, preferred
  2. 3+ years of relevant work experience in customer service or training within the life & health insurance industry required
  3. 3+ years’ experience in a quality assurance role within a customer service call center strongly preferred
  4. Knowledge of customer service and call center best practices and procedures required
  5. Experience with Life Pro administrative and claims system required
  6. Must be able to create engaging and interactive training courses; experience with designing and developing training curriculum and courses for multiple delivery methods (e.g., instructor-led, self-study, web-based) strongly preferred
  7. Must be able to effectively conduct small and large group training sessions for all products and business practices; superior verbal communication and presentation skills required
  8. Proficiency with Microsoft Office Suite – specifically Word and Power Point; experience with Articulate or other on-line training course development software, strongly desired
  9. Excellent listening skills: ability to monitor, analyze, evaluate, and coach Customer Service Representatives and Insurance Specialists effectively
  10. Strong writing skills, including writing procedures; contract interpretation skills required – must be able to read and interpret insurance policy provisions
  11. Self-motivated individual with strong interpersonal skills, open to new concepts and willing to try new ideas; looks for ways to improve and promote quality throughout the Agency
  12. Strong organizational skills: ability to manage multiple tasks and priorities simultaneously on deadlines
  13. Obtain and maintain a valid Illinois Life & Health Producer’s License, recommended

The American Medical Association is located at 330 N. Wabash Avenue, Chicago, IL 60611 and is convenient to all public transportation in Chicago.

We are an equal opportunity employer, committed to diversity in our workforce.  All qualified applicants will receive consideration for employment.  As an EOE/AA employer, the American Medical Association will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, age, national origin, sexual orientation, gender identity and veteran or disability status.

THE AMA IS COMMITTED TO IMPROVING THE HEALTH OF THE NATION

How to Apply

Please apply using this link:  https://ama-assn.csod.com/ats/careersite/JobDetails.aspx?site=2&id=1674&source=PINK    

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: Not Disclosed.

Job expires in 48 days.

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