Training Facilitator, PHIEA

Pennie, Pennsylvania's official state-based health insurance marketplace, is seeking a skilled and collaborative Training Facilitator to support training and workforce development for our contact center operations.

This role is ideal for a hands-on training professional who enjoys facilitating learning, developing engaging content, and translating complex policies and systems into clear, actionable guidance. In addition to leading training sessions, you will contribute to the design and development of training programs and learning materials. You will play a key role in preparing staff to deliver high-quality service to Pennsylvanians through effective onboarding and ongoing development programs.

This is a great opportunity for someone with a background in contact center training, instructional design, or customer-facing operations who enjoys building practical, high-impact learning experiences. Your work will directly support Pennie's mission of connecting Pennsylvanians to health coverage by ensuring reliable, seamless customer experiences.

This role goes beyond facilitation. You will design, develop, and deliver training programs that prepare Pennie's contact center staff to confidently support Pennsylvanians, owning the learning experience from onboarding through ongoing development.

You'll lead instructor-led and virtual training sessions while also developing eLearning modules to support a variety of learning styles. You will guide new hires through onboarding, including system training, simulations, and hands-on learning experiences that reflect real customer interactions. In addition, you'll create clear, engaging instructional materials, such as presentations, job aids, facilitator guides, and knowledge checks, that translate complex information into practical guidance.

You'll also identify performance gaps and develop targeted training solutions to improve staff effectiveness, while supporting ongoing learning through refresher trainings and continuous program improvements. You will maintain organized, accessible training resources and partner closely with policy, operations, and technology teams to ensure content remains accurate, current, and aligned with real-world processes.

WORK SCHEDULE AND ADDITIONAL INFORMATION

• Full-time employment
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch
• Telework: You may have the opportunity to work from home (telework) full-time. You must have a securely configured high-speed internet connection and work from an approved location within Pennsylvania.
• Salary: In most cases, the salary for Pennie positions will start at the beginning of the posted salary range and may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY QUALIFICATIONS

Organizational or Location Restrictions:
This posting is restricted to Commonwealth employees only.

Minimum Experience and Training Requirements:

• At least two years of professional experience in training, learning & development, human resources, or a closely related field, including at least two years of experience designing, developing, delivering, and evaluating structured training programs (e.g., instructor-led training, eLearning, onboarding programs); and
• A bachelor's degree (or an equivalent combination of education and experience).

Additional Requirements:

• You must reside in or be willing to relocate to Pennsylvania for the duration of employment.
• You must be able to perform essential job functions.

Preferred Qualifications (not required):

• Experience with Affordable Care Act (ACA) federal- or state-based exchanges and/or Medicaid programs.
• Experience translating complex policies, regulations, or system processes into training content.
• Experience designing training for contact centers, customer service, or high-volume operations.
• Experience using tools such as Microsoft Forms or similar platforms to assess learning outcomes.
• Experience using eLearning development tools (e.g., Articulate) and SAP Learning Management Systems (LMS).

How to Apply:

Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).

If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.

Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.

Failure to comply with the above application requirements may eliminate you from consideration for this position.

Veterans:

Pennsylvania law (51 Pa. C.S. *7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

Pennie is an equal employment opportunity employer and is committed to a diverse workforce. Pennie values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. Pennie does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.