CareFirst Careers

Trainer, SBU

Resp & Qualifications

PURPOSE:  The Learning and Performance Department is responsible for leading efforts that maintain and enhance ongoing learning within Operations, Service, Claims, Enrollment and Sales teams for the Individual and Small/Mid Commercial Group, Large Group and CareFirst Administrator (CFA) SBU’s.

This trainer position is responsible for facilitating appropriate training, e-learning or targeted training to address identified skill, knowledge or process gaps.  The Trainer is responsible for the learning and professional development of the organization's workforce. This position will equip associates with the knowledge, practical skills, and motivation to carry out work-related tasks. Trainers are responsible for the ongoing, long-term improvement of associates’ skills, enabling them to fulfil their potential within their organization.

The Trainer will evaluate the trainee for effectiveness of training and individual employee growth. The Trainer may also work with Quality Assurance Auditors, Supervisors, and other Individual and Small/Mid Commercial Group or Large Group/CFA leadership to develop specific training to meet needs identified through auditing or other means.

The Trainer prepares associates to accomplish job results by conducting and evaluating associate training. The goal is to increase performance by providing targeted training and enhanced learning opportunities for associates based on business needs.  The Trainer may conduct job analysis while acting as a consultant for the business by providing recommendations to increase performance and improve quality.  


Training Delivery

Lead training classes, tutorials or help sessions on a group or individual basis to business units (Operations, Sales, External Enrollment Trading Partners), Vendors (Mental Health Provider, Pharmacy, etc.) and any other business-related area internal and external to the company.

Training methods include on-the-job training, classroom training and electronic learning, which may involve interactive internet-based training, multimedia programs, distance learning, videos and other computer-aided instructional technologies, simulators, conferences, and workshops.

Has oversight of the associates participating in training programs.  Activities include counseling, motivating, and evaluating performance. Assess, monitor and document associate progress, knowledge, skill and ability. Track and manage behavioral and skill performance.  Identify and report learning opportunities and recommend solutions, developing and implementing action plans. Maintain and issue detailed trainee progress reports to Leadership. 


Ensures operation of equipment by completing preventive maintenance requirements, following departmental instructions and guidelines, troubleshooting malfunctions, calling for repairs, maintaining equipment inventories, evaluating new equipment and techniques.

Ensures all scheduled trainings are entered timely into Sharepoint to track all learning activities.  Communicates with the training team regarding upcoming training needs and scheduling of classes to ensure availability.  Utilizes My Learning Matters in addition to Metrics that Matter to ensure all participants are enrolled in training and receiving learner surveys.  Review survey results in order to make improvements and continue to deliver effective training.


Course Development

Maintain existing course curricula by collaborating with training leads, SME’s, SBU OTS, and utilizing current systems to update user guides and manuals.  Reviews, edits and analyzes detailed documentation for multiple operations systems and complex user needs for (Operations, Sales, External Enrollment Trading Partners), Vendors (Mental Health Provider, Pharmacy, etc.) and any other business-related area internal and external to the company.  Instruction performed in a classroom or distance learning (web).

Maintain educational support materials to assist Operations. These materials (i.e., system guides, training manuals or job aides) will be used for reference once training has been completed.

Work with training leadership to assess training needs and development opportunities of trainees as a result of class observations. Continually evaluate procedures to monitor and analyze course effectiveness and update curriculum as needed

Business Support

Serve as a resource to support delivery of SBU projects, corporate initiatives and/or mandates to fully understand training needs, including development of training materials and delivery of necessary training.


Under supervision of higher level Trainers and Supervisors, participates in cross-functional training project team meetings. Collaborates with training management and leads on training deliverables, helps identify risks and work streams of the project teams, ensuring high-quality results within established time frames. 


May conduct job analysis in order to provide business with recommendations of learning opportunities, coaching, best practices and enhanced processes.   Engages with the business for day to day support as a subject matter expert as needed.




  • Bachelors degree or equivalent years of experience.  Equivalent years of experience is defined as one year of related professional experience for each year of education.Minimum 2 years formal classroom training experience with demonstrated technical competence.
  • Some practical experience with documentation development is necessary.
  • 20+% travel required to conduct training at business locations.  Individual may be required to travel to multiple sites.



  • Proven ability to work well within a team.
  • Able to identify, analyze, and solve problems within teams and projects environment.
  • Demonstrated leadership skills, experience with coaching, mentoring and providing feedback to associates.
  • Able to manage multiple priorities and should possess good organizational skills.
  • Flexibility and a high degree of tolerance for ambiguity and change are extremely important.
  • Excellent communication and facilitation skills.
  • Proficiency with Microsoft Office suite is essential.
  • Excellent organizational skills and abilities to set priorities and handle multiple project concurrently.
  • Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads which can be variable for long periods of time. 
  • Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence.  
  • Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.



  • Basic knowledge of assessment techniques, adult learning theory, measurement and evaluation methods is preferred.
  • Possess strong knowledge of healthcare or other highly regulated industry.
  • In-depth knowledge of CareFirst BlueCross BlueShield technical areas such as, but not limited to Customer Service, Claims Processing, Enrollment, and/or Billing a plus. 


Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer.  It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Hire Range Disclaimer

Actual salary will be based on relevant job experience and work history.

Where To Apply

Please visit our website to apply:

Closing Date

Please apply before: 1/22/2021

Federal Disc/Physical Demand

Note:  The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.


The associate is primarily seated while performing the duties of the position.  Occasional walking or standing is required.  The hands are regularly used to write, type, key and handle or feel small controls and objects.  The associate must frequently talk and hear.  Weights up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

Learn more about Business Operations