The posting
Datavant is the data collaboration platform trusted for healthcare. Guided by our mission to make the world’s health data secure, accessible and actionable, we provide critical data solutions for organizations across the healthcare ecosystem - including providers, health plans, researchers, and life sciences companies. From fulfilling a single patient’s request for their medical records to powering the AI revolution in healthcare, Datavanters are building the future of how data is connected and used to improve health.
By joining Datavant today, you’re stepping onto a driven and highly collaborative team that is passionate about creating transformative change in healthcare.
What We’re Looking For
The Training Specialist owns the training that prepares our customer service associates and leaders to succeed. In this role, you will identify where teams need to build skills, decide what training will close those gaps, design and deliver that training, and determine when associates are ready to support customers on their own.
You will work closely with Customer Service leaders, Quality, Process Improvement, Workforce Management, Product, and other partners to keep training current as products and processes change. You will also measure whether training is working by tracking its impact on readiness, quality, productivity, and customer experience. This role calls for strong facilitation skills, sound independent judgment, reliable follow-through, and the ability to make complicated information easy to understand.
What You Will Do
Training Needs Analysis and Program Planning
- Analyze quality results, customer feedback, performance data, process changes, and leader input to identify skill and knowledge gaps across customer service teams.
- Decide which training solutions are needed to close identified gaps, such as new courses, refreshers, job aids, or targeted coaching, and recommend priorities to Customer Service leadership.
- Advise leaders and cross-functional partners on training strategy and timing for product releases, system changes, and process updates.
- Set learning objectives and success measures for each training program.
Curriculum Design and Development
- Design new hire and ongoing training programs, including deciding on content, sequence, delivery method (classroom, virtual, or blended), practice activities, and assessment approach.
- Turn operating procedures, system changes, and business requirements into clear learning objectives and practical, hands-on training activities.
- Create and maintain facilitator guides, learner materials, job aids, practice exercises, and assessments that meet company standards.
- Partner with subject matter experts and process owners to confirm content accuracy before release and decide when materials should be revised or retired.
Facilitation and Coaching
- Lead instructor-led and virtual new hire training for customer service associates on products, systems, policies, and customer workflows.
- Delivering ongoing skill development, product release, process change, and refresher training for frontline associates and people leaders.
- Adjust delivery in real time based on learner needs, pace, and understanding.
- Provide structured coaching during training and the transition to live customer work, partnering with supervisors to create development plans for employees who need extra support.
- Stay current on the systems and workflows being taught through calibration sessions, process reviews, and regular hands-on practice.
Readiness Assessment and Program Evaluation
- Evaluate learner knowledge and skills through observation, practice scenarios, knowledge checks, and readiness assessments.
- Determine whether each learner meets readiness standards and recommend to leaders whether the associate should move into production, receive extended training, or receive additional support.
- Analyze training results and feedback from learners and stakeholders to judge program effectiveness, and recommend changes to content, delivery, and follow-up reinforcement.
Program Administration
Coordinate training schedules, rosters, system access, training environments, and materials with Workforce Management and leaders.
- Maintain accurate training records and reports in the learning management system and other approved tools.
- Protect confidential, proprietary, and health information by following all privacy, security, and records handling requirements.
- Support other training, knowledge management, and operational readiness priorities as assigned.
What You Need to Succeed
Minimum Qualifications
- 4+ years of training experience.
- Experience designing and delivering instructor-led and virtual training.
- Strong facilitation, coaching, and communication skills.
- Experience developing training materials, job aids, and assessments.
- Ability to analyze performance gaps and evaluate learner readiness.
- Strong organizational and cross-functional collaboration skills.
Preferred Qualifications
- Customer service or contact-center training experience.
- Healthcare or other regulated-industry experience.
- Experience with LMS and virtual learning platforms.
- Experience supporting product, system, or process changes.
- Experience facilitating and managing training programs for geographically distributed or remote teams.
- L&D instructional design or related experience.
We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
At Datavant our total rewards strategy powers a high-growth, high-performance, health technology company that rewards our employees for transforming health care through creating industry-defining data logistics products and services.
The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job.
The estimated total cash compensation range for this role is:
$64,000—$74,000 USD
To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Datavant Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.
This job is not eligible for employment sponsorship.
Datavant is committed to a work environment free from job discrimination. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. To learn more about our commitment, please review our EEO Commitment Statement here. Know Your Rights, explore the resources available through the EEOC for more information regarding your legal rights and protections. In addition, Datavant does not and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay.
At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your answers will be anonymous and will help us identify areas for improvement in our recruitment process. (We can only see aggregate responses, not individual ones. In fact, we aren’t even able to see whether you’ve responded.) Responding is entirely optional and will not affect your application or hiring process in any way.
Datavant is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need an accommodation while seeking employment, please request it here, by selecting the ‘Interview Accommodation Request’ category. You will need your requisition ID when submitting your request, you can find instructions for locating it here. Requests for reasonable accommodations will be reviewed on a case-by-case basis.
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