Instructional Specialist

Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Our pursuit of this mission is the driving power that brings us to work each day. We believe in embracing new ideas, testing ourselves and failing forward. We respect and celebrate individual talents and team wins. We have fun while working hard and Evolenteers often make a difference in everything from scrubs to jeans.

Are we growing? Absolutely. We have seen about 30% average growth over the last three years. Are we recognized? Definitely. We were named one of “Becker’s 150 Great Places to Work in Healthcare” in 2016, 2017, 2018 and 2019 and are proud to be recognized as a leader in driving important Diversity and Inclusion (D&I) efforts: Evolent achieved a 95% score on its first-ever submission to the Human Rights Campaign’s Corporate Equality Index; was named on the Best Companies for Women to Advance List 2020 by Parity.org; and we publish an annual Diversity and Inclusion Annual Report to share our progress on how we’re building an equitable workplace. We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day. If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission. Join a mission with a company behind it.

Who You’ll Be Working With:

Under the supervision of the Sr. Director/Director of Evolent Health Services (EHS) Training & Development, the Instructional Specialist will develop and assist in the development of training materials, exercises and structured activities for existing and new markets. Courses are designed to develop exceptional operational team members.

What You’ll Be Doing:

The Instructional Specialist will facilitate in person and virtual classes for all training needs for existing staff and new hires in the Call Center. Additionally, they are responsible for the evaluation of training effectiveness, identification of knowledge gaps, recommendation of training solutions to address identified training opportunities, collaboration with Call Center leadership to determine desired results and creation of action plans to produce them. The Instructional Specialist is also accountable to support departmental and organizational initiatives.

The Experience You’ll Need (Required):

This position’s main responsibilities will include, but are not limited to the following:

• Facilitate instructor-led classroom and virtual training using a variety of training methods, tools, and software programs
• Develop and maintain training materials which include but are not limited to Power Point presentations, job aids, training guides, CSR reference tool.
• Provide input and influence for the scope and sequence of the course curriculum, training agenda and facilitator guide.
• Develop an HPS page for the new market and add all training documents and links to support agents and Operations.
• For new implementations, collaborate with key stakeholders across multiple functional areas/departments including the Project Manager and Business Leaders to research, problem solve and facilitate the development of new training material in order to meet all regulatory and compliance standards outlined in the contract and BRDs (Business Requirement Document).
• Plan, conduct, coordinate, and implement a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance.
• Implement and modify training program to include customer service etiquette, communication skills, listening skills, de-escalation skills, and call center policies and procedures
• Report individuals’ progress and identify additional training needs
• Conduct training on product releases, support tools, processes and policy updates
• Silent monitoring of new employees during training period