Description

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

This role will have a focus on training call center and transactions based operations staff (in-person and virtual) for all products including Final Expense, Accident and Health and Medicare Supplement products, for Aetna/CVS.

Responsibilities

• Accountable for initial onboarding and job specific training for new colleagues.
• Designs, delivers, and maintains department curriculum across various audiences within the company. 
• Independently oversees the classroom environment, managing all aspects of student engagement and learning retention.
• Collaborates with leadership to ensure successful development and delivery of training materials and events that transfer learning back to the job.
• Actively engage with other training staff and subject matter experts to collaborate and influence the design and development of curriculum, while using the appropriate learning medium.
• Revise and customize the curriculum to reflect the unique geographic, product, and/or audience variations.
• Manage participant performance in the classroom, to ensure adherence to Aetna standards and policies; provides feedback to management as appropriate; may be required to manage the administration of Aetna’s performance.
• Assess the effectiveness of training programs during and at designated intervals after delivery.
• Collect and share curriculum and training feedback from participants and business leaders to enhance curriculum and training based on that feedback.
• Use formal instructional design methodology, working with instructional design staff, to develop performance-based training and educational tools.
• Develop and conduct follow-up assessments to determine the effectiveness and, when appropriate, ROI of training programs.
• Lead team building sessions and/or games for engagement and collaboration among staff.
• These responsibilities are included but not limited to other training tasks given by management as needed for the business.
• This is an individual contributor role.

Required Qualifications

• 2-3 years of experience in a business training capacity or equivalent experience.
• 2-3 years of transaction/processing and/or call center based training experience.
• Proven experience facilitating instructor-let training (in-person and virtual) for diverse audiences.
• Competent PC skills and proficiency in MS Office.
• Fluency in English Communication (written / verbal) is a MUST.
• Ability to work a Hybrid Work Schedule ( In office 3 days a week).
• Excellent facilitation skills and the ability to interact effectively with people at all levels of the organization.

Preferred Qualifications

• Ability to apply creative and innovative problem-solving approaches to training challenges.
• Has strong conflict resolution, problem solving, negotiation and project management skills.
• Excellent oral and written communication, interpersonal and presentation skills.
• Demonstrates foundational understanding of IT focused frameworks, systems, tools, and modern methodology.
• 2-3 years of experience and understanding of healthcare transactions, IE: billing, claims processing, application/policy fulfillment and/or Healthcare claims processing.
• 1-3 years call center experience.
• Foundational knowledge of adult learning principles and how to apply them in a training environment.
• Demonstrates a strong aptitude for instructional design using creative approaches to develop engaging training content. 
• Demonstrates excellent written skills through sequencing, chunking, and ability to outline clear learning objectives. 
• Technologically literate – familiar with IT focused frameworks, systems and methodology.
• Adaptable and flexible, with the ability to successfully navigate change and implement new processes.
• Demonstrates commitment to continuous professional development
• Strong focus on customer experience and quality outcomes, both for learners and end clients.

Education

• Bachelor’s Degree or equivalent work experience in claims training and/or claims knowledge/ healthcare training.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$18.50 – $35.29

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 05/26/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.