Medicare Training Director

  • Tuesday, September 21, 2021 1:35 PM
    Message # 11107546

    Title:  Medicare Training Director

    Location:  Baltimore, MD (Open to remote)

    Apply to:

    APV Background:  Since its inception in 2007, APV has delivered on over 70 prime contracts supporting large legacy refreshment efforts, Cloud migrations, full lifecycle IT Systems development, and innovative Education, Outreach and Training projects. Over the years, APV staff has implemented IT solutions for a broad range of federal customers.  APV is seeking a Medicare Training Director to join our team supporting our federal customers. 


    Oversee all aspects of Instructional Design and Training Program Development for a large, fast-paced, and highly visible program focused on developing content and training products for customer service personnel for a large, 24x7 multi-channel call center with several thousand agents located at various sites. Apply in-depth knowledge of Training and Instructional Design and call center operations to develop and implement innovative training solutions. 

    Apply in-depth knowledge and experience managing Training and Instructional Design programs to identify and assess the training needs of the customer service representatives and evaluate training effectiveness. Develop overall training strategy and annual project plan based on client needs. Work with project leadership, curriculum managers, instructional designers, and training evaluators to guide the overall strategy.  Use knowledge of industry trends and advancements to enhancing training products, taking into consideration different styles of training (e.g., e-learning, instructor-led, gamification, multi-modal). Lead a cross-functional team interfacing directly with government clients, and multiple contractors. 

    Core Duties:

    • Ultimate responsibility for a team of approximately 20 Instructional Designers.
    • Directly supervise three Instructional Design Managers. This includes all aspects of Performance Management:
      • Goal Setting
      • Coaching / Feedback
      • Recruiting
      • Performance Management
    • Guide the team through the process of developing innovative content for all modes of delivery
      • Instructor Led
      • Virtual
      • Asynchronous Learning
      • E-Learning
    • Develop open lines of communication with the client.  Use these client relationships to:
      • Understand training needs.
      • Identify trends and upcoming changes that may require training support.
      • Provide updates on program status.
      • Share results of program evaluations.
    • Develop open lines of communication with the Training Delivery organization.   Use the relationship with the Training Delivery organization to:
      • Facilitate pilots of new training products.
      • Conduct Train the Trainers on new or updated products.
      • Facilitate feedback on training products.
      • Provide updates on program status.
      • Gather performance data for program evaluations.
    • Develop and Manage a maintenance program for existing training materials.
      • Implement a review schedule to ensure all content remains current and accurate.
      • Identify and implement strategies to improve the effectiveness of existing content.
    • Develop a refresher training program for experienced employees.
      • Use historical data to identify upcoming topics requiring refreshers.
      • Develop and implement content for identified refreshers.
    • Develop a skills enhancement training program for experienced employees.
      • Use operational performance data to identify potential areas for performance improvement.
      • Develop content to address areas for improvement.
    • Develop change training for both systems and policy changes.
    • Conduct evaluation of all training programs
      • Level 1 participant feedback.
      • Level 2 knowledge assessments
      • Level three analysis of performance data (both pre and post and on the job performance.

    Minimum Required Experience 

    • 10+ years of experience managing the training function in a contact center environment.  
    • 10+ years of experience managing exempt employees.
    • Knowledge of instructional design software (e.g., Adobe Captivate) and other advanced training technology  
    • Experience in evaluating training programs to ensure they are aligned with the contract requirements and that all contract requirements for training are being carried out. 
    • Ability to establish trusted relationships and effectively manage and collaborate with senior level clients and other stakeholders.
    • Possession of excellent oral and written communication skills, as well as presentation and client facilitation skills 
    • BA/BS Degree 

    Additional Preferred Knowledge  

    • 5+ years of experience with government consulting 
    • Knowledge of the Centers for Medicare & Medicaid Services (CMS), Medicare, the Affordable Care Act, and other healthcare programs and reform policies 
    • Certification in training and development from an organization such as ATD.

    MA/MBA Degree 

    About A P Ventures

    A P Ventures is an Equal Employment Opportunity employer.  All qualified applicants are considered without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status. Minorities/Females/Veterans/Disability candidates are encouraged to apply.  Qualified military veterans are encouraged to apply.

Email Us:

Address: PO Box 2524 • Ellicott City, MD 21041

ChIP Code: CH2030

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