Trainer

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together

Positions in this family are involved in assessing training and organizational development needs, developing training programs and/or providing performance feedback.

Positions in this function are primarily responsible for the continuous development of front-line staff and operational metric attainment through training enablement. Keeps abreast of business processes, products and systems to provide performance feedback through observations, side by sides and proficiency certification. May also be involved in the design process. *Employees in jobs labeled with ‘SCA’ must support a government Service Contract Act (SCA) agreement.

General Job Profile:

• Analyzes and investigates
• Provides explanations and interpretations within area of expertise

Job Scope and Guidelines:

• Supports operational enablement through training solution enablement and performance support
• Uses pertinent data and facts to identify and solve a range of problems within area of expertise
• Investigates non-standard requests and problems, with some assistance from others
• Works exclusively within a specific knowledge area
• Prioritizes and organizes own work to meet deadlines
• Provides explanations and information to others on topics within area of expertise

Primary Responsibilities:

• DEL_Prepare for and Support Performance Management
  • Maintain and apply knowledge of coaching best practices
  • Demonstrate understanding of applicable business structures and strategies (e.g., business segments, Benefits vs. Services, interrelationships)
  • Conduct appropriate preparation to ensure full understanding of business process and objectives prior to observation/side by side/etc.
  • Set appropriate expectations for all applicable stakeholders (e.g., business leaders, learners, Training) to ensure ongoing support and achievement of desired outcomes
  • Identify, understand and prepare the appropriate technology to ensure effective interaction/engagement (e.g., Teams, Knowledge Management Systems, MyLearning, Thought Industries)
  • Support learner understanding of their job role/function, and the achievement of their business goals
  • Leverage Subject Matter Experts as needed to ensure that appropriate learning content and process documentation is accurate and current
  • Ensure/provide appropriate coordination/support to facilitate coaching/side by side (e.g., room coordination, supplies/materials, scheduling)
  • Provide ongoing support to employees, as needed (e.g., outstanding questions/issues, parking lot items, unmet expectations, additional on-the job support)
  • Obtain knowledge of applicable emergency procedures at the learning site (e.g., inclement weather protocols, medical emergencies, building evacuation procedures)
• DEL_Apply/Support Effective Coaching Skills
  • Ensure that delivered coaching/feedback aligns with business objectives and associated documented process and meets organizational needs (e.g., based on audience analysis, organizational knowledge)
  • Effectively foster relationships with those you are coaching/observing to help drive collaboration and engagement
  • Comply with all required policies, regulations and business policies to set a positive example
  • Gather employee feedback during the coaching process to support effective knowledge transfer and make appropriate adjustments during coaching session (e.g., continuous questioning, periodic knowledge checks, assessments)
  • Identify and adapt to the learning styles of the employee(s) during the coaching/side by side (e.g., apply principles of adult learning, questioning techniques, story generation, guide participant discussions to drive learning)
  • Contact learners’ leadership during the coaching process, as needed (e.g., to communicate learning progress, behavioral issues, attendance issues)
  • Provide consulting on effective learning strategies, as appropriate (e.g., coaching/mentoring other trainers/coaches)
• DEL_Manage/Support a Positive Environment
  • Apply a learner-centric approach to promote engagement and active participation (e.g., technology usage, questioning techniques, story generation)
  • Maintain an interactive, engaging and collaborative environment (e.g., cultural alignment, positive attitude, safe environment, group dynamics, appropriate preparation, technical requirements)
  • Maintain a positive, professional demeanor, applying humor as appropriate
  • Address disruptive or inappropriate behavior in a manner aligned with Our United Culture
  • Maintain ownership/control of the learning environment at all times (e.g., time management, during emergencies, inappropriate behavior or other unforeseen events)
  • Maintain poise and professionalism at all times (e.g., in difficult situations)
  • Respond appropriately to unforeseen circumstances (e.g., media, logistical, technology issues) to maintain an effective learning environment
• DEL_Measure and Enhance Learning Effectiveness
  • Provide feedback to appropriate stakeholders on ways to further improve employee performance, based on established data/metrics and experience with employees through coaching/side by sides (e.g., business leadership, instructional designers, other trainers)
  • Identify and track applicable performance metrics to ensure that learning is effectively applied on the job
  • Provide ideas to enhance learning based on experience with learners (e.g., course, program, curriculum)
  • Collaborate with appropriate stakeholders to drive changes to learning approaches/strategies/methodologies, as needed (e.g., processes, /procedures, materials, techniques, curricula) as needed
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• BA/BS degree in related HR or training field
• 2+ years of experience using pertinent data and facts to identify and solve a range of problems within area of expertise
• 2+ years experience conducting classroom training and/or seminar/workshop topics
• Experience working effectively in a highly matrix organization
• Solid work ethic, independence, and dependability
• Excellent time management, organizational, and prioritization skills and ability to balance multiple priorities
• Effective interpersonal, influence, collaboration and listening skills and drives for results individually and in a team setting

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location and income – deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.