Create and develop training curriculum for the BFCC contract which directly supports all staff from clinicians and physicians to call center representatives. Facilitate new employee onboarding for the all departments which support the filing of Medicare appeals for half of the Unites States. Collaborate with subject matter experts, perform needs analysis, design materials, evaluations, and develop competencies using the ADDIE model.Key Accomplishments:- Developed Genesys Cloud Agent training materials to be used by 4 departments and trained to 300 employees. This includes a Facilitation guide, PowerPoint, contract-specific user guide, and other job aids.- Created and developed a Customer Service & Care training to be used as material for all new contact center contracts company-wide.- Built 4 post-training evaluation surveys based on the Kirkpatrick models to give more insight into our training programs for new employee orientation and requested ad-hoc trainings. - Developed a facilitator guide, outline, and agenda for the Call Center training with updated visual elements.- Helped to standardize the physician education for new appeals reviewers.- Assisted with time studies as part of three or more quality improvement projects with the QI team.- Six Sigma Yellow Belt Certification, March 2023.- Pursuing Certified Instructional Designer Certification through GSDC, Summer 2024.**Kepro & CNSI are now a combined company known as Acentra Health (June 2023).

Facilitate, develop, and implement process improvements in an operational and training role according to quality control plans, training assessments, and within state guidance. Develop, create, implement, and deliver training program courses for new hires, needs-based refresher courses, and quality improvement plans within project goals. Create job aids, step-by-steps and other materials for use by all staff. Develop assessment material for competency testing and improvement plans to include workflows, policies and procedures, desktop training manuals, etc. Conduct continuous improvement activities according to contract specifications.Key Accomplishments:• Created a Costpoint Time & Expense Reference Guide to be used company-wide for all employees in conjunction with payroll.• Spearheaded and built online Microsoft Forms for use by our field CHWs, contact center, and operations to reach more North Carolinians in need of Covid support.• Updated contact center scorecards with a call rubric for consistency in scoring and customer service.• Led a Quality team of 3 CHWs to complete monthly scorecards for the contact center including coaching, spot checks, and escalations.• Developed, posted, and offered refresher trainings, lunch-n-learn sessions, Microsoft office tips, etc., for CHWs, supervisor, managers, and operations.• Selected as a member of the Policy creation and Local Compliance Improvement Committee.• Developed an adult learning session for Region 1 supervisors with Q&A, October 2021.• Organized and overhauled the SharePoint sites for Operations, Training, and General.The North Carolina project is a Covid-19 support program which includes a COVID-19 hotline, vaccine education, and community outreach and vaccination events with Community Health Workers.

Developed, created, implemented, and evaluated learning solutions to maximize the learner experience and meet organizational needs. Researched, analyzed, and collaborated with subject matter experts to create job aids and step-by-step guides to support business functions in compliance with federal and state protocols. Facilitated instructor-led training courses, workshops, and webinars both in person and remote to include TennCare policy, TEDS system training, customer service, HIPAA, etc. Key Accomplishments:• Developed an employee training for a new program within the first month of hire to process verification documents (AI). This project was a short turnaround time of less than 3 weeks and included a facilitator and participant guides, a reference guide, and PowerPoint. Training materials include live demonstrations, guided practices, and supported live work.• Built all in-house training templates for internal use within the first 3 weeks of hire. • Supervised 6-20 new hires on a monthly basis through a two to three-week onboarding and nesting period. Provided coaching and support to new hires to meet the overall operational goals, call volume, AHT, and SLAs.• Worked in conjunction with Operations and Quality to rollout monthly areas of improvement, monitored billable hours, coached employees, recruited for all new hire and rehire training groups, and ensured training met the set standards.• Developed monthly video training materials featuring screen recordings, animation, voice-over with accompanying step-by-step guides and evaluations. These videos address internal system and business process changes.• Selected from a team of 5 to create to training materials two other contracts: PA & Colorado.• Created proficiency evaluations to test established CSR’s working knowledge of primary programs for verification documents, manual applications, and phones. These evaluations consisted of building cases in the training environment with dummy case documents.

Design, create and develop informal and formal learning solutions to meet organizational needs; analyzes and selects the most appropriate strategy, methodology, and technology to effectively maximize the learning experience, impact and measure learning outcomes. Research and collaborate with subject matter experts to create training and job aids to support business processes and functions. Develop, update, and revise instructor-led and web-based curriculum from creation, implementation, and research, to the creation of facilitator and participant guides, presentations, job aids, handouts, etc. Observe trainers in the classroom and during train-the-trainer to provide constructive feedback and conduct peer and editorial reviews of proposed training materials. Deliver comprehensive system and policy training for Member Services, as well as, webinars for external partners. This includes interpreting complex Medicaid policies and giving an explanation in plain language.Key Accomplishments:- Selected as one of the training subject matter experts and editorial reviewers for the rollout of the state's new eligibility determination system (TEDS). - Designed and developed a beginner-level Excel training course including a facilitator guide, handouts, guided and independent practices.- Leveraged relationships with various appeals units to create scenarios for use in the UAT and training environments to give employees support and remedial training for TEDS.- Served as a master trainer for two internal systems and eligibility appeals.- Created training evaluations using Kirkpatrick's model for CBT and ILT programs.- Developed a Medicaid policy webinar for external partners.

Training SpecialistDevelop new on-boarding programs, in conjunction with the Senior HR Manager, to support organizational goals, employee engagement, compensation policies, and employee benefits. Assess training needs through surveys, interviews with employees, focus groups, and consultations with managers and instructors and present information using a variety of instructional techniques and/or formats.Certified Professional Resume WriterCoach candidates through the interview selection process, including how to answer standard and behavior interview questions. Craft and write professionally tailored resumes and cover letters customized to each individual person's experience, skills, and personality. Edit and critique resumes to help the candidate stand out and fine-tune the resume. Specialized in Executive-style resumes for mid to senior-level management.Key Accomplishments:• Developed an employee handbook, employment application and personnel action forms for a manufacturing plant of 500 employees.Visit my website http://www.rachel-thomason.com/ and blog https://thomasonconsulting.wordpress.com/

Managed the training schedules of 2-3 locations, 45 training classes and 40 one-on-one appointments per month. Designed and developed client, department and employee trainings to include professional development segments, physical training modules, and all instructor materials. Trained and monitored participants in industry-specific programs such as job and career readiness, resume composition, computer training, Microsoft Office and food safety. Educated clients in recent employment trends and corresponded with case managers and counselors to resolve any conflicts. Conducted outreach to recruit potential hotel partners for hospitality training.Key Accomplishments:• Created, designed, developed, and implemented the Goodwill Hospitality Academy program – a two-week period of instructor-led training and hands-on job shadowing in a partner hotel. This program started in April 2014 and is on-going through a partnership with Intercontinental Hotels Group (IHG). • Achieved approximately 70% job placement rate among clients who participated in Goodwill Hospitality training - one of the highest among other Goodwill training programs.• Awarded “Outstanding Community Partner” for 2 consecutive years (2014-2016) by Goodwill Industries International and Intercontinental Hotels Group.• Created the Goodwill Hospitality Academy Google site for employees to stay up-to-date on current session offerings, training resources, photos, awards, etc.• Achieved certification as a Professional Certified Resume Writer – October 2015.• Certified as a Microsoft Office Specialist in Word, PowerPoint, and Excel 2010.

Supervised and trained groups of six to thirty clients in career preparation including application and resume writing, interviewing and networking basics. Coordinated speed interviewing sessions including scheduling, staff and client placement, and scoring guides. Coached and trained ex-offenders in positivity and realistic behavior, organization of job searches, and interview skills. Conducted client orientations to ensure all HR documents were prepared accurately and safety trainings were completed timely. Reported to counselor(s) clients’ progress or issues within the training environment and entered those reports into client database. Conducted outreach recruiting including, but not limited to, job and resource fairs, organizational, veteran and for specialized groups.Key Accomplishments:• Overhauled all-day job readiness training to include group activities, networking exercises, and mock interviews.• Achieved certification as a Global Career Development Facilitator (GCDF), 2013.• Led and coordinated the Career Ladders “Pathways” project up to final presentation.• Revised and enhanced the Opportunities for Ex-Offenders Participant guide including up-to-date community resources and career readiness preparation activities.

Collaborated with managers and senior staff as to recruitment needs including finding qualified candidates through accurate job postings for the corporate office, retail stores, career solutions centers and client positions within the organization. Coached managers in the proper and correct way to fill out job requisitions and affirmative action through Kronos, ATS system. Trained new employees on proper business etiquette through new-hire orientations. Monitored HR policies and procedure changes and assisted in the creation of employee forms and benefit communication including enrollments and terminations. Key Accomplishments:• Designed the employee direct deposit form used company-wide.• Developed new procedure now used by Human Resources Department for tracking performance reviews, reconciliations and unemployment referrals.• Created benefits communications and systemized the tracking of employee benefit letters.

Recruited for all open positions including position management, kept social media and company website job posting. Reviewed applications, screened and interviewed prospective hires and conducted all reference and background checks. Tracked and coordinated the training for new employees. Worked closely with our West Tennessee Operations to recruit and hire based on individual and regional needs. Helped to formulate new employee programs, recommended handbook revisions, and brought a higher-quality of employee relations to the business. Handled all State unemployment responses and hearings and sent separation notices. Assisted in worker’s compensation cases, FMLA, and LOA status changes. Acted as the company representative in charge of annual open enrollment and benefit package guides for employees. Assumed total responsibility for all Benefits Administration, including COBRA compliance.Key Accomplishments: • Reset the organization’s record retention program to comply with state DIDD audit requirements.• Redesigned and wrote policy for use of personnel forms including personnel change forms, promotion/transfer forms, and employment verifications. • Developed a system for tracking new hires from candidacy through training and for tracking unscheduled absences.• Resolved organization’s inconsistency with the handling of accrued, but unused vacation time. • Created the first social media website for our organization including job postings, camp and respite schedules, and pictures from past events. http://www.facebook.com/pages/Easter-Seals-Tennessee/116206698427283