At Wellframe, we reimagine healthcare relationships through a new approach that uses high-tech to deliver the high-touch support people need, when and where they need it. We call it Digital Health Management. Our comprehensive suite of Digital Health Management solutions for care management, advocacy, and navigation help organizations forge more meaningful connections with members, across their healthcare journey. 

Wellframe was founded to counter a pressing industry problem: the healthcare system has struggled to find ways to support people in between care settings, at scale. We believe health plans are in the best position to advocate for their members as they navigate their health and care, but know that technology alone can’t help us achieve this ambition. That’s why our team of physicians, clinicians, public health experts, data scientists, engineers, and healthcare industry experts ensure our patented technology works in service of the person-to-person connections that make healthcare work best.

Role Overview

The Training Associate (TA) at Wellframe supports our health plan customers to achieve success throughout the lifecycle of the partnership. The (TA) also supports the Customer Success Organization (CSO) team. The TA is a member of the Digital Adoption team within the CSO team at Wellframe. They may report to either a Manager, Director or Senior Director within the CSO team. The TA partners with both the Digital Adoption team as well as the Customer Partner team to produce, standardize and maintain both internal and customer facing training materials and conduct customer training when appropriate. Additionally, the TA will support the analysis of customer activities and help to inform their activities and performance on the Wellframe platform.

A successful TA will support customer training efforts by ensuring all training materials related to the Wellframe technology platform are created in a timely and high quality fashion, maintain materials based on the most current functionality and conduct basic and advanced training when appropriate. Additionally, s/he will use data and analytics to create reports that convey the value of the Wellframe platform to its customers.

Throughout the course of the customer life cycle, the TA will, in partnership with the Digital Adoption team, be a source of knowledge on customer behaviors. S/he will collect and relay information based on clients’ activities and experiences to the Wellframe internal teams and derive opportunities for product and service enhancement. Training and customer analyses will vary in scope and complexity but the TA will consistently demonstrate exceptional project management skills, attention to detail, and a commitment to Wellframe and customer success.

Areas of Responsibility:

Customer facing Trainings (70%)

• Create all customer facing training materials (visuals and narratives) in a high quality timely fashion based on product release schedules and contractual commitments
• Coordinate with internal Product resources to obtain relevant product materials and necessary trainings
• Build and maintain the “Wellframe Training Library”
• Build, update and maintain the computer based training platform with current Wellframe vendor
• Support and conduct on-site, remote and web trainings for customers (clinical and non-clinical staff)
• Identify potential product enhancements and communicate potential product improvements to the Wellframe product team
• Create and maintain internal training environments

Customer data and analysis (20%)

• With guidance, build frameworks by which to compile and summarize data and information related to Wellframe adoption and customer performance such that it can be easily digested and used by customers, CSO and senior team members
• Use data to illustrate stories and identify trends to drive performance improvement opportunities and outcomes
• Create and maintain a “data repository” of data/information collected across the customer base

Internal Training Support (10%)

• Conduct new hire training on the Wellframe Platform
• Create and maintain internal “how to” documents for the Wellframe platform to drive consistent competency within the CSO organization
• When needed, train Wellframe staff on major product changes/updates
• Work closely with Wellframe’s product release manager acquire and stay up to date on product and functionality releases

Education, Experience, & Skills Required:

• Bachelor's degree
• 0-3 years of work experience in consulting, training, data analysis, quality improvement or project management
• Experience in health care and/or health and wellness benefits, ideally working with health plans, hospitals, providers, or life sciences companies
• Strong project management skills, organization, and attention to detail
• Strong interpersonal skills with a desire and curiosity to understand both the needs of our clients’ clinical teams and their members/patients
• Exceptional written, verbal and presentation skills

Wellframe, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.

This posting is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee and any percentages listed are approximate. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.