Technical Facilitator I - Claims

Learning and Development is responsible for training and assisting new and current associates in preparing for their job responsibilities. This area conducts various training classes on topics such as professional development skills, claims processing skills and customer service skills. Also, they develop and maintain online documentation systems and online customized courses for the organization. These courses and many other learning events are delivered through the corporate Learning Management System, called Connections.

The Technical Facilitator I is responsible for providing specific operational training related to the needs of the business for new or existing associates. This training includes JG9 Claims Analyst or customer service training. Other training opportunities include specialty training and continuous learning requests received throughout the organization.

The Technical Facilitator I is responsible for preparing all lesson plans, job aids and activities for each learning module assigned to teach. The incumbent is responsible for fostering innovation in improving the quality of courses/curricula by providing feedback to the Learning and Development team responsible for updating the courses/curricula. This includes suggesting new methods, products, procedures or technologies that would ultimately enhance the trainees' learning and increase the possibility of success. The incumbent is also responsible for identifying trainees who are not grasping the concept of customer service and claims/inquiry processing. The incumbent provides performance and behavior-related feedback and motivates trainees by reinforcing their developmental efforts. The Technical Facilitator I manages a classroom and benchmark environment with confidence, using strong technical knowledge and organizational skills to answer all questions (either through the system or one-on-one with the trainee) efficiently and effectively. The incumbent identifies comprehension or technical issues, and takes appropriate steps to address and/or rectify unclear situations.

• Bachelor's degree or agree to obtain a Bachelor's degree within a specified timeframe
• Two years of experience and knowledge with claims processing and/or customer service
• Possesses strong teambuilding and interpersonal skills, organizational skills, presentation skills, and adaptability skills
• Strong verbal and written communication skills
• Comfortable with providing constructive performance and behavior-related feedback and motivate trainees by reinforcing their developmental efforts
• Strong working/technical knowledge of all claims processing types (claims and inquiry processing, etc.), as well as query reporting tools or Navigator, and presentation skills to successfully deliver that knowledge to a group/individual using the required adult-learning theory
• Experience using Microsoft Word and Microsoft Excel efficiently
• Experience using Crystal Reports efficiently preferred
• Presentation or facilitation experience preferred
• Significant Performance Management related training or work experience preferred
• Certification in an accredited training program preferred
• Current experience in a claims based position preferred
• Experience in adult education techniques, and an understanding of training and development techniques, and group dynamics preferred

The work schedule for this position will be hybrid (onsite/remote). Business areas reserve the right to require associates to return to the office as needed, based on performance or other business considerations. A hybrid work schedule is subject to amendment or termination at any time by the Company.

By submitting a job application, I attest that all information to the best of my knowledge is true and accurate. Furthermore, I understand that any information provided by me throughout the job application process is subject to verification including, but not limited to work experience, education, assessment (test) and interviews.
We appreciate your interest in Blue Cross and Blue Shield of Alabama 'The Company'. The Company does not discriminate in hiring or employment on the basis of race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetics, status as a disabled or protected veteran, or because of citizenship status in the case of a citizen or intending citizen. No question on this application is intended to secure information to be used for such discrimination.
Blue Cross and Blue Shield of Alabama is an independent licensee of the Blue Cross and Blue Shield Association.