Supv, Customer Experience Learning & Development Job Listing at Medical Mutual in OH (Job ID 2400387)

Description

 Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1.2 million members through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement, and individual plans.

The CX L&P Supervisor oversees the daily operations of the Learning and Performance Facilitators or Instructional Designers. This role leads facilitation and operational training efforts, utilizing proven adult learning methodologies. Additionally, they act as a liaison between different business areas to identify training requirements and address any issues. The supervisor evaluates existing training methods and design processes, seeking opportunities for improvement. Furthermore, they collaborate with call center supervisors and managers to monitor and address CSR behavioral issues during training.

This position has the option to work remotely; Ohio residents preferred. 

Responsibilities

• Supervises facilitation or instructional design staff and projects. Sets priorities, monitors progress, monitors training classes, ensures objectives are achieved, and accountable for meeting deadlines. Facilitates project plans, status meetings, and assigning resources. Provides environment for team that supports critical thinking and removes obstacles that may impact project milestones.  In collaboration with Call Center Supervisors and Managers, monitors CSR training progress and behaviors and takes action to correct behaviors and address performance gaps.
• Leads and/or influences key MMO initiatives, bringing deep L&P process expertise and a training lens to complex external projects.
• Leads initiatives to analyze and evaluate effectiveness of training content and makes recommendations for improvement.  Ensures processes are documented and reviewed regularly. Collaborates with other areas of the division regarding training needs, gaps, and trends.
• Communicates and monitors department expectations regarding performance and competencies.  Actively develops facilitation team members, provides coaching, constructive feedback, and the tools necessary to successfully meet performance goals. 
• Facilitates training as needed to support business needs, team member projects, upskilling, etc.
• Performs other duties as assigned.

Qualifications

Education and Experience

• Bachelor's Degree in Business, Adult Education, Instructional Design or related field.
• Master's degree in Instructional Design or related field preferred.
• 7 years progressive experience as a training facilitator, instructional designer, or equivalent experience delivering learning solutions, preferably in a health insurance environment.
• Experience working and building intra/inter-departmental relationships.
• Supervisory experience preferred.

Professional Certification(s):

• ATD coursework and/or virtual production/facilitation certification preferred.

Technical Skills and Knowledge

• Knowledge of and the ability to apply advanced facilitation techniques and adult learning principles.    
• Strong project management skills.
• Good supervisory/leadership skills.
• Advanced Microsoft Office and online authoring software skills.

Medical Mutual is looking to grow our team! We truly value and respect the talents and abilities of all of our employees. That's why we offer an exceptional package that includes:

A Great Place to Work:

• We will provide the equipment you need for this role, including a laptop, monitors, keyboard, mouse and headset.
• Whether you are working remote or in the office, employees have access to on-site fitness centers at many locations, or a gym membership reimbursement when there is no Medical Mutual facility available. Enjoy the use of weights, cardio machines, locker rooms, classes and more.
• On-site cafeteria, serving hot breakfast and lunch, at the Brooklyn, OH headquarters.
• Discounts at many places in and around town, just for being a Medical Mutual team member.
• The opportunity to earn cash rewards for shopping with our customers.
• Business casual attire, including jeans.

Excellent Benefits and Compensation:

• Employee bonus program.
• 401(k) with company match up to 4% and an additional company contribution.
• Health Savings Account with a company matching contribution.
• Excellent medical, dental, vision, life and disability insurance — insurance is what we do best, and we make affordable coverage for our team a priority.
• Access to an Employee Assistance Program, which includes professional counseling, personal and professional coaching, self-help resources and assistance with work/life benefits.
• Company holidays and up to 16 PTO days during the first year of employment with options to carry over unused PTO time.
• After 120 days of service, parental leave for eligible employees who become parents through maternity, paternity or adoption.

An Investment in You:

• Career development programs and classes.
• Mentoring and coaching to help you advance in your career.
• Tuition reimbursement up to $5,250 per year, the IRS maximum.
• Diverse, inclusive and welcoming culture with Business Resource Groups.

About Medical Mutual:

Medical Mutual's status as a mutual company means we are owned by our policyholders, not stockholders, so we don't answer to Wall Street analysts or pay dividends to investors. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us.

There's a good chance you already know many of our Medical Mutual customers. As the official insurer of everything you love, we are trusted by businesses and nonprofit organizations throughout Ohio to provide high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement and individual plans. Our plans provide peace of mind to more than 1.2 million Ohioans.

We're not just one of the largest health insurance companies based in Ohio, we're also the longest running. Founded in 1934, we're proud of our rich history with the communities where we live and work.

At Medical Mutual and its family of companies we celebrate differences and are mutually invested in our employees and our community. We are proud to be an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, veteran status, or disability status.

We maintain a drug-free workplace and perform pre-employment substance abuse and nicotine testing.