Customer Service Training Mentor

Job Description

WebTPA, a Guide Well Company, is a healthcare third‑party benefit administrator with over 30+ years of experience building unique benefit solutions and managing customized health plans.

Full‑time onsite at 19100 Ridgewood Pkwy San Antonio TX 78259

• Mentor new hires and existing employees through formal instructor‑led (classroom and virtual) training.
• Facilitate hands‑on training in 1:1 situations with coaching and instruction in advanced areas of Operations (Customer Service and Claims processing), functioning as a Subject Matter Expert.
• Deliver and facilitate learning solutions covering product, compliance and job‑specific process knowledge; sales, service and customer retention skills; knowledge of systems, tools, websites used daily.
• Deliver new‑hire training with emphasis on Customer Service using skill‑based training, systems, employee tools and member website, in virtual and in‑person environments.
• Assess content and report ROI on time spent, quantifying impacts.
• Deliver continuing education sessions for existing staff on products, systems, job roles, and support area business processes.
• Provide coaching and feedback to managers and teams on applying knowledge, skills, tools and job processes.
• Collaborate with auditing, operations, account management, and TD to evaluate existing content, perform needs assessment, recommend training solutions, and pilot courses.
• Recommend best practices in facilitation for formal and informal solutions in in‑person and virtual environments.
• Perform administrative responsibilities such as evaluations of courses and delivery effectiveness, classroom surveys, and system performance tasks.

• 4+ years related work experience.
• Training delivery/facilitation experience in an in‑person environment, including 1–2 years in virtual classroom facilitation.
• Experience working with new hires and existing employees in Customer Service or Claims Processing with emphasis on error‑free production following training.
• Bachelor’s degree or equivalent work experience in Operations, Training, education, human resources, business, or related fields.
• 3–5 years relevant work experience in Operations, customer service, billing, or claims processing in a health/insurance organization.
• Demonstrated knowledge of adult learning theory & principles.
• Strong written and verbal communication skills; ability to facilitate training.
• Ability to address non‑routine requests and solve non‑routine business issues.
• Ability to work in a fluid environment with frequent changes in business and organizational direction.
• Knowledge of Kirkpatrick and Phillips learning evaluation models with experience in knowledge proficiency and on‑the‑job transfer.
• Ability to interpret business results into actionable items for growth and development.
• Ability to quickly develop business relationships and provide feedback to elevate performance.

• 5+ years delivering training to non‑exempt and exempt employee audiences.
• 1+ year delivering training to front‑line managers or supervisors.
• Knowledge of WebTPA health and ancillary products and systems.
• Industry‑recognized facilitator certification (e.g., ATD, Achieve Global).
• Seasoned knowledge of instructional design processes (ADDIE, RAPID). Ability to demonstrate practical application.
• Working knowledge of instructional design methods (Dick & Carey, MLRK) and application.

• Medical, dental, vision, life, and global travel health insurance.
• Life insurance, short‑ and long‑term disability programs.
• Leave programs.
• Paid time off, volunteer time off, and 11 holidays.
• Additional voluntary benefits options available.

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on state. Benefits for interns and part‑time employees may differ.

Sedentary work:
Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

Must be able to travel to multiple locations for work, attend meetings, events, conferences occasionally.

We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.