Learning and Development Specialist

Department: Member Services – Health Plan Call Center

Status: Exempt

Position Type: Full-Time

Travel: Occasional travel may be required

Salary: $70,304 - $80,000 Annually

Our purpose is strong, our impact is lasting, join us on the journey

Western Health Advantage

Shape The Learning Experience Behind Exceptional Member Service

Western Health Advantage is seeking a dynamic Learning & Development Specialist to support our Call Center within Member Services.

This role is ideal for a learning professional who excels at instructional design, content development, knowledge management, and in-person facilitation. You will play a central role in preparing new hires for success, keeping experienced representatives current, and ensuring our teams are ready for system updates and operational change.

If you thrive in a fast-paced environment, manage time effectively, and confidently lead classroom learning environments, this role offers meaningful impact and visibility.

• Design and develop engaging, learner-centered training programs for call center staff
• Conduct needs analyses and partner with subject matter experts (SMEs) to identify learning gaps
• Create and update curriculum using instructional design methodology and adult learning principles
• Develop blended learning solutions including instructor-led training, job aids, simulations, e-learning modules, and multimedia content
• Continuously enhance training materials to align with business goals, regulatory requirements, and evolving service expectations

• Update and maintain the call center’s knowledge management system to ensure content accuracy, clarity, and usability
• Translate complex benefit, policy, and workflow information into accessible, representative-ready guidance
• Partner with operations and system stakeholders to ensure knowledge articles reflect real-time process and system updates
• Ensure alignment between training materials and knowledge base content

• Facilitate onsite classroom onboarding for new hires, preparing them for production readiness
• Deliver annual refresher training to reinforce compliance, quality standards, and service excellence
• Lead training for new systems, tools, and workflow updates, ensuring smooth operational transitions
• Manage the nesting phase of onboarding in partnership with leadership
• Foster an interactive, inclusive, and high-engagement learning environment

• Demonstrate strong classroom management skills by keeping learners on task, minimizing distractions, and redirecting effectively when needed
• Manage multiple training schedules, competing priorities, and tight deadlines without sacrificing quality
• Adapt quickly to shifting operational needs and last‑minute schedule adjustments
• Independently manage ad hoc projects with minimal oversight

• Develop evaluation tools to measure learning effectiveness and business impact
• Track and maintain training records through the Learning Management System (LMS)
• Identify opportunities for instructional innovation, including participant‑centered learning and gamification
• Support change management initiatives by ensuring teams are prepared for evolving tools and processes

• Minimum 3 years of experience in a healthcare call center environment with increasing responsibility (HMO experience preferred)
• At least 2 years of experience designing and facilitating training for healthcare call centers
• Strong understanding of instructional design methodology and adult learning theory
• Experience facilitating instructor‑led and virtual training
• Proficiency with Learning Management Systems (LMS) and course authoring tools
• Demonstrated strength in time management and ability to manage multiple projects simultaneously
• Strong classroom management skills and ability to lead with confidence and credibility

• Associate’s degree in Communications, Business Management, Education, or a related field (or equivalent experience)

The Learning & Development Specialist directly…