Training Coordinator

Job Description

About Delta Dental of New Jersey:

Delta Dental of New Jersey, established in 1969, is the largest dental coverage provider in New Jersey, serving over 1.7 million people across New Jersey and Connecticut. It is part of the national Delta Dental Plans Association, connecting over 75 million people with dental coverage through 139,000 groups nationwide. In Connecticut, it operates through Delta Dental of Connecticut, Inc. Delta Dental of New Jersey offers comprehensive offerings including managed care, approved fee for service, PPO, and HMO-type programs, as well as dental access and individual dental plans. They also offer DeltaVision® in conjunction with VSP®. The organization has a team of 300 employees and holds a Standard & Poor’s “A+” rating for financial strength. Delta Dental of New Jersey is committed to oral health promotion through accessible dental benefit programs, supported by the Delta Dental of New Jersey Foundation, which awards nearly $1 million annually to support dental care for underserved populations, educational scholarships, and community programs.

Job Description:

Job Title: Training Coordinator
Reports to: Manager, Operations Shared Services
Work Location: Hybrid, Parsippany, NJ, US
Salary Range: $60,000 – $65,000

Job Summary:

The Training Coordinator will develop and deliver formal training programs and implement workflows for Operations and other Departments. This role is also responsible for providing ongoing support of Delta Dental’s Quality Assurance program.

Responsibilities:

• Training Development & Content Creation:
• Obtain, organize, and/or develop training procedure manuals, guides, and other course materials.
• Ensure understanding of and ongoing ability to meet service and claims position criteria.
• Develop and deliver soft skills training.
• Create training plans, schedules, and materials for Corporate Initiative projects.
• Collaborate with other business partners to identify opportunities to support learning and development.
• Prepare and facilitate contingency training for represented positions during negotiation years to ensure business continuity.
• Training Delivery & Instruction:
• Prepare, update, and conduct Training Classes both onsite and virtually based on business needs.
• Conduct 1-on-1 training with associates both for advancement and for refresher purposes.
• Utilize LMS and digital tools to manage training content, track learner progress, and deliver e-learning modules.
• Training Assessment & Planning:
• Conduct training needs assessments in collaboration with leadership to identify skill gaps and prioritize learning initiatives.
• Develop training schedules (in coordination with leadership and WFM staff) based on the evaluation of the need.
• Evaluate training effectiveness through surveys, assessments, and performance metrics to ensure continuous improvement of learning programs.
• Performance Monitoring & Quality Assurance:
• Provide weekly/ongoing feedback to new hires in training related to their performance.
• Measure and evaluate the performance of associates and review work for financial, clerical, system, and other errors to identify knowledge gaps.
• Analyze data using written procedures, policies, and guidelines as a standard for determining discrepancies.
• Ensure Dental Insurance Company standards are maintained, and integrity is preserved in all areas of review.
• Communication & Stakeholder Management:
• Communicate with stakeholders regularly on the progress of all learning program participants, including new hires and other learners.
• Present with a professional demeanor and act in a supporting role to associates consistently providing motivational and other feedback leading to strategic business objectives.
• Demonstrate Dental Insurance Company Core Values: People, Innovation, and Communication in all interactions.
• Operational Support & Additional Duties:
• Provide call and inventory support to maintain processing skills necessary for updating customer service and claims training materials.
• Support Operations, OQA, and other areas with projects as requested.
• Other duties as assigned.

Essential Qualifications:

• DDNJ/CT Competencies: Accountability, Adaptability-Flexibility, Communication-Listening Skills, Customer Focus, Confidentiality, Ethics and Values, Problem Solving-Analysis, Attention to Detail, Ability to Maintain Composure, Dependability, Self-directed – Ability to manage time effectively, Independent Worker, Competent Public Speaker, Excellent Writing Skills, Excellent Organizational Skills.
• Knowledge, Skills & Abilities:
• Proficiency with MS Office Suite – Word, Excel, PowerPoint, and Outlook
• Knowledge of instructional design methodologies (e.g., ADDIE, SAM) and ability to apply them in developing effective training programs preferred (but not essential).
• Experience creating digital content and using Learning Management Systems (LMS) to assign, track, and report on training activities.
• Strong technical skills and ability to learn and master new software applications as required
• Strong confident facilitation skills and ability to identify and adapt to different learning styles
• Skillful in navigating through current and new methods of technology to collaborate with colleagues and deliver training
• Ability to develop training curriculum and document workflows and other updates for training purposes
• Ability to present new information to adult learners in different ways until concepts are understood and learned
• Ability to design and implement assessments to evaluate learner comprehension and training effectiveness
• Agility in managing competing priorities and flexibility in adjusting to meet changing business needs
• Strong ability to coach, counsel, and motivate
• Strong written and verbal communication skills, with the ability to engage and influence stakeholders at all levels.
• Required Physical Abilities: Ability to sit and perform extensive close keyboard and PC work, Ability to walk, talk, or hear, Occasionally required to stand and reach with hands and arms.
• Working Environment: Ability to meet deadlines and attendance standards. The noise level in the work environment is usually moderate. This classification will be required to sign a confidentiality agreement.

Experience, Education And Certifications Required:

• Experience Required:
• Previous experience teaching or conducting training programs
• Customer Service and/or Claims Processing experience
• Insurance and Dental knowledge
• Knowledge of Claims processing system (i.e., ICE preferred)
• Required Educational Level: College degree or equivalent experience preferred but not required.
• Certifications Required/preferred: None