Training Manager

Who are we?
Versant Health is one of the nation’s leading administrators of managed vision care, serving millions of our clients’ members nationwide. We are driven by our mission to help members enjoy the wonders of sight through healthy eyes and vision.

As a Versant Health associate, you can enjoy a comprehensive Total Rewards package, which includes health and dental insurance, tuition reimbursement, 401(k) with company match, pet insurance, no-cost-to-you vision insurance for you and your qualified dependents. We are also invested in your success. There are many opportunities for advancement and development throughout all stages of your career with us.

See how you can make a difference with the support of strong leadership and a team environment.

See Everything, Be Anything™.

What are we looking for?
The Training Manager, Training and Performance Improvement is responsible for managing a world-class team of Training Specialists and Instructional Designers that support Versant Health Operations. This role will build, implement, and manage new hire and in-service training programs in areas such as but not limited to call center, claims, utilization management, clinical operations, and complaints, appeals and grievances. This position will also manage the projects needed to create effective documentation, training solutions, and knowledge base tools and resources that enhance the functional skills and professional capabilities of employees in these areas. Reporting to the Senior Director, Training and Performance Improvement, the Training Manager will cultivate strong, collaborative business partnerships with functional leaders to address business needs through impactful training and development solutions that advance our overall business strategies.

Where you will have an impact.

• Manage a world class training and development team that can effectively build out and implement Versant Health’s training strategies that align with the principles of adult learning theory, instructional design, and training best practices
• Act as a performance consultant for Versant Health, creating and manage training solutions for Versant Health’s Vision programs, with a focus on creating a shared approach that maximizes similarities while still accounting for program and system differences
• Maintain a distance learning strategy that provides the flexibility to conduct new hire training in person or virtually, as business needs dictate
• Develop and maintain learning reporting capabilities that enable the training and performance improvement teams to evaluate how training and documentation solutions lead to measurable changes in employee performance and customer satisfaction
• Partner with Operations and Quality Audit management to identify and investigate gaps in meeting performance metrics and determine appropriate training and not training solutions
• Develop high impact training programs that will advance associate skills to meet KPIs and improve overall member and provider experience
• Maximize the use of the company’s LMS for eLearning coursework that is best delivered in an asynchronous learning format
• Work with Operational and IT leadership to systematically resolve environmental issues that negatively impact learning success (such as training environment deficiencies, physical and virtual classroom setup problems, hiring/forecasting and class size issues, phone lab, nesting, etc.)
• Create consensus around standard practices and build essential documentation and a change management communication strategy to ensure that Versant Health operational employees are performing tasks in the prescribed way and always have the most up-to-date information to accurately service our members, providers and other contact center callers
• Administer a trainer certification process to ensure that all trainers are effectively and consistently delivering our standard training curriculum
• Coach and mentor training team members on an ongoing basis, helping them to continuously grow their technical and professional skills
• Cultivate strong business relationships with all levels of Versant Health leadership to ensure training requirements are built into all company initiatives, making sure that the learning solutions team is designing, developing and delivering effective learning programs in support of important company initiatives and strategic goals
• Other duties as assigned

What’s necessary to do the job?

• Bachelor's degree required, master’s degree in training and development, education, communications, or related field preferred
• 10+ years of training and development experience with a minimum of 3 years managing the training function in a contact center or healthcare operations environment required
• Knowledge and experience in the insurance, health, or vision care industry preferred
• Proven success managing large training projects from creation through implementation
• Strong communication and presentation skills; able to effectively communicate with all levels of employees and leadership
• Proficiency in Micro Soft Office, Adobe learning suite, video content development platforms, and virtual training platforms such as Zoom, Ring Central, or Microsoft Teams required

HIPAA & Security Requirements
All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program.

Versant Health will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process.

Versant Health is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at Versant Health without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

The wage range for applicants for this position is [$85,000 to $ 90,000].
All incentives and benefits are subject to the applicable plan terms.


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