Sr. CRM Training Specialist

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the "12 Angry Seniors." Their mission continues to guide everything we do.

Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults.

Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity.

At SCAN, we believe scale should strengthen-not dilute-our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

The Job

Develops and delivers employee training programs. The Senior Training Specialist will be focused on defining, developing and delivering training to customer-facing associates. Key focus will be around training on business processes and new technology solutions that will help enabled / empower customer-facing associates.

You Will

• Identifies skill or knowledge gaps among the organizations employee population and develops training content in response to identified training needs
• Selects training tools or training delivery mechanisms, based on the material being taught and the audience being targeted
• Creates and maintains course content, manuals, or other training materials
• Coordinates guest trainers or subject matter experts (SMEs)
• Assesses the impact of training programs by measuring employee understanding of the subject matter
• Performs work under minimal supervision.
• Handles complex issues and problems, and refers only the most complex issues to higher-level staff.
• Defines, develops and delivers training focused on utilization of new technology solutions / tools to support business processes and workflows.
• Helps customer-facing associates connect business processes and workflows with an understanding of how to utilize technology and tools to enable them.
• We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.
• Actively support the achievement of SCAN's Vision and Goals.
• Other duties as assigned.

Your Qualifications

• 5+ years of related experience
• Experience with developing and delivering associate training, focused on utilization of new technology solutions / tools to perform business workflows
• Customer service experience, preferably in healthcare
• Experience with technology solutions that support call center associates, such as telephony, desktop and knowledge tools.
• Performs work with a high degree of latitude
• Handles the most complex issues
• Provides leadership, coaching, and/or mentoring to subordinate a group
• May act as a lead or first-level supervisor
• Technical expertise - Advanced technical skills for functional area
• Problem Solving - Basic problemsolving skills
• Communication - Good communication and interpersonal skills
• Ability to develop and mentor others
• Oral and written communication skills
• Problem-solving skills
• Planning skills
• Presentation skills
  

What's in it for you?

• Base Salary Range: $71,700 to $123,490 annually

• An annual employee bonus program

• Robust Wellness Program

• Generous paid-time-off (PTO)

• 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days

• Excellent 401(k) Retirement Saving Plan with employer match

• Robust employee recognition program

• Tuition reimbursement

• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)