Drive impact where it matters most—join us as a Claims Trainer and shape the next generation of high-performing claims professionals. In this dynamic role, you’ll design and deliver engaging training programs, coach new hires through onboarding, and elevate team performance through continuous learning and feedback. You’ll partner with leadership to strengthen claims accuracy, compliance, and operational excellence while contributing to process improvements and strategic initiatives. If you’re a skilled communicator with deep claims knowledge and a passion for developing others, this is your opportunity to lead, influence, and make a lasting difference.
Position Summary:
The primary responsibility of the Claims Trainer is to facilitate classroom training for new hires and experienced team members. The Claims Trainer serves as the direct supervisor for new hires, providing coaching, development and a positive work environment throughout the onboarding process.
The Claims Trainer conducts regular check-ins with team members in alignment with the onboarding process. The role is responsible for recommending discipline and termination decisions to the Claims Manager for approval.
Essential Functions and Job Responsibilities:
1. Facilitates classroom training for all claims new hires and other training for all employees. This work may include but is not limited to:
• Leading engaging classroom training sessions for new hires;
• Conducting training sessions for all employees including content and process updates, compliance training, software proficiency, and soft skills development;
• Engaging participants through interactive activities, discussions, exercises and scenarios to ensure a thorough understanding of technical content, company policies, procedures, and customer interaction techniques;
• Employing diverse instructional methods to accommodate different learning styles and maximize knowledge retention during training sessions;
• Measuring results of training to ensure learning objectives are met and new skills are applied in day-to-day activities.
• Meeting or exceeding key metrics as outlined in individual goals provided to you in writing by your supervisor;
• Participate in and conduct in-person meetings to learn new skills, train on system updates, build and maintain general knowledge and skills to help customers;
• Participate in in-person meetings to stay abreast of departmental and organizational updates, engage in team building, maintain company culture, and foster relationships and build camaraderie with coworkers.
2. Provides coaching and development to new hires as the supervisor throughout the onboarding process. This work may include but is not limited to:
• Conducting weekly coaching conversations with new hires to ensure development;
• Fostering a positive and motivating work environment by recognizing and rewarding achievements and providing constructive feedback;
• Creating a culture of continuous learning and professional development;
• Facilitating regular team meetings with new hires to ensure strong communication, promote a positive work environment and communicate on key initiatives;
• Conducting meetings to deliver performance management discussions with direct reports;
• Recommending discipline and termination decisions to the Claims Manager for approval.
3. Develops training materials for new modules needed to address gaps in knowledge of all team members or to update information based on system changes. This work may include but is not limited to:
• Creating comprehensive training materials to ensure all necessary information is covered effectively;
• Developing engaging and interactive modules that accommodate different learning styles and levels of expertise within the team;
• Updating training materials to reflect changes in systems, processes, or best practices, ensuring accuracy and relevance;
• Implementing a feedback loop to continuously improve training materials based on the effectiveness of delivery and the evolving needs of the team.
4. Completes special projects to support the needs of the department and leadership team. This work may include but is not limited to:
• Executing special projects and assignments pertinent to claims processing;
• Conducting thorough system testing as assigned to ensure accuracy and functionality of company systems;
• Troubleshooting issues identified in testing and documenting results for further research;
• Participating as a member of the audit team to review prior claims;
• Managing workload to ensure audit deadlines are met and documentation is submitted;
• Providing regular updates on the status of the audit to members of the leadership team and other stakeholders;
• Collaborating with others on process improvement initiatives;
• Supporting team members at all levels with questions or issues related to the enterprise system;
• Conducting quality assurance and providing feedback to team members as needed.
Regular and reliable attendance is required.
Other duties and responsibilities may be assigned.
Qualifications:
• Minimum of 5 years’ experience in the dental industry, call center, insurance or financial services field preferred;
• 2+ years’ leadership experience, with 1 year of training experience preferred;
• Knowledge and experience handling complex and escalated customer issues;
• Expert knowledge of processes and resolutions for claims at all levels of complexity preferred;
• Experience providing coaching, feedback or mentorship to team members;
• Advanced problem-solving and decision-making abilities;
• Exceptional verbal and written communication skills;
• Detail-oriented with a commitment to accurate documentation.
Competencies:
• Accountability
• Appreciation and recognition
• Coaching
• Confidentiality
• Employee engagement
• Empowerment of others
• Interpersonal awareness
• Leads for high performance
Environment:
This position currently functions as a hybrid role working from both home and in-office environments. Any home office setting must be conducive to all guidelines outlined by the organization. This role is required to regularly attend in-person meetings, the frequency of which is determined by management based on departmental or organizational needs.
Physical and Other Demands:
Specific vision abilities required by this job include the ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit, talk and hear. The employee is frequently required to use hands and arms to handle, feel, reach and operate a computer. This job requires substantial typing.
Additionally, this position requires working in a fast-paced environment that can be stressful at times.
This position requires a substantial amount of multi-tasking and ability to support multiple employees’ learning concurrently.
DDMO provides reasonable accommodation to qualified individuals with a known disability unless doing so imposes an undue hardship.
Employees must be able to successfully perform the essential functions of this role with or without a reasonable accommodation.
Disclaimer:
This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties or responsibilities that will be required. The organization reserves the right to modify this job description at any time; including assigning or reassigning job duties.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.