• Generate clear and logical processes and procedures • Work with subject matter experts to identify specific target audience’s processes and training needs and gather all content needed for development of training content, curricula, and activities • Collaborate with business function leaders and SMEs to identify training objectives • Design and maintain end-to-end training programs and all supporting material/media (audio, video, role plays, games etc) for business functions across the entire organization utilizing multiple design programs, such as RISE, Camtasia, SnagIt, etc.• Create engaging training exercises and activities that enhance the learning process • Develop creative methods of implementation to assist in training effectiveness and user adoption • Collaborate with IT and Functional Business Owners to develop, create, implement, and monitor Dynamics 365 training and post go-live support• Maintain project documentation and course folders • Provide administrative support for Relias and troubleshoot user issues via IT Help Desk

• Monitor, assess, and address incoming request for training and development projects from all employees • Maintain course catalog for all content stored in the organizationally-utilized Learning Management System (LMS) • Develop and implement complete instructional writing curriculum, including facilitation of initial training and any upskill or reskill trainings on an as-needed basis • Design and maintain training modules and all supporting material/media (audio, video, role plays, games etc) utilizing multiple design programs, such as RISE, Camtasia, SnagIt, etc.• Troubleshoot issues for all employees' utilization of e-Manual and LMS on a daily basis • Perform bi-annual audit of all content stored on organizationally-utilized LMS to archive and/or update content • Participate in work groups with peers and leaders to determine redesign of learning and development products and programs to accommodate expansion, including alignment of appropriate subjects, competencies, and leveling • Extensive testing for implementation of a new LMS to over 5600 employees • Create instructional material for administrative functions for all LMS products used within the organization • Facilitate (produce) trainings and meetings inside meeting platform, including initiation of breakout sessions, creation and implementation of polls, loading content, capturing attendance, performing technical support for all meeting participants, and adjustment of participant settings

• Support all internal departments in the development, organization, and implementation of e-Manuals • Ensure all business function procedures are compliant with relevant regulations and are consistently written • Provide SME-level support for procedure writing, including facilitation of training for Sharepoint sites• Coordinate with SMEs in all business functions ensure accuracy of currently-published procedures • Continually enhance knowledge of all business functions to support a matrix environment • Facilitate needs assessments to deliver procedures to address performance, knowledge, and skill gaps • Manage multiple projects, quickly shift priorities, and deliver quality learning solutions under aggressive deadlines • Review and provide editorial feedback on written procedures for peers and other procedure-writers in organizational business functions• Organize, facilitate, and create departmental agreements for implementation of e-Manual writing projects • Collaborate with peers on a monthly basis to create instructional writing formatting guidelines and standards

• Compile research regarding instances of alleged misconduct, harm, or poor medical care from network dental physicians communicated by members • Contact physicians and medical facilities to obtain medical records needed to complete quality of care reviews • Provide all current quality of care cases to the Dental Director within a timely fashion to ensure compliance • Prepare agenda, schedule all meetings, distribute all investigative materials, capture meeting minutes, and provide valid input as an active member of the Potential Member Risk committee

• Advocate for members to assist with healthcare, personal, or family issues by providing community resources, resolving access to medical care issues, and coordinating with other community agencies • Research, investigate, and resolve highly complex member complaint issues • Provide coaching and SME-level guidance to Grievance Specialists regarding job functions and best practices• Monitor and reconcile numerous daily reports to ensure compliance with state and federal regs and timeframes • Attend and participate in committee meetings to fine-tune processes and strategize on departmental improvement • Assist in interviewing, employment screening, selection, and training of newly hired Grievance Specialists • Schedule and facilitate interdepartmental training sessions and corporate awareness events

• Field incoming calls and resolve member issues about CareSource healthcare plans and benefits • Point of contact for Customer Service Representatives who have questions and need assistance throughout the day • Field supervisor calls from dissatisfied members and provide resolutions to intricate issues • Provide coverage in times of need caused by heavy call volume several days a week • Assist with work overage in other departments (i.e. Grievance and Appeals) • Point person for special projects and immediate-need issues • Train newly hired Customer Service Representatives