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  • October 30, 2018 7:30 PM | Anonymous

    Training Analyst

     UHealthSolutions is looking for candidates who have experience in developing and delivering training materials in a call center environment and/or experience working in a healthcare environment. In addition, candidates should be able to evaluate the effectiveness of training materials, report on results and evaluate the quality process to identify trends and training gaps.


    Position Summary:

    Under the general direction of the UHealthSolutions’ Manager of Quality, Training, and Workforce Management, the Training Analyst is responsible for monitoring and improving the level of quality provided throughout the organization.  This position requires advanced responsibility and leadership qualities to model and influence the behavior of the Contact Center staff, as well as independent initiative to identify and lead quality initiatives producing tangible outcomes that demonstrate improvements in quality and training. 


    Primary Responsibilities:


    • Develop and implement ongoing training programs that encompass new hire orientation, ongoing staff development and spot training to address specific needs
    • Deliver training to individuals and groups; solicit feedback regarding the training to continually improve the format, delivery and content
    • Develop and analyze quality metrics to identify targeted areas for quality improvement initiatives and drive the process to produce desired results
    • Monitor and evaluate contact center transactions and provide clear, concise, actionable feedback on performance to Supervisory staff
    • Monitor and evaluate off phone activities including, but not limited to: documentation processing, claims reconciliation activities, billing activities
    • Monitor staff activities side-by-side and provide real-time feedback / mentoring
    • Provide individual coaching to staff as required
    • Review operational policies and procedures in order to ensure consistency and compliance with applicable contracts, regulations and directives from management
    • Routinely report to the management team on the overall quality of services delivered and the actions being taken to maintain / improve quality
    • Provide support to supervisory and management staff as needed; this may include, but not be limited to: providing coverage for the Contact Center staff for escalated issues, participating in client visits/meetings and implementation of new programs/services
    • Take an active role in pursuing information regarding best practices in training and quality management
    • Contribute to the implementation of new programs/projects through development and delivery of training materials, development of quality management initiatives and mentoring of staff
    • Participate in / lead sessions with staff and supervisors to evaluate transactions as a team and ensure consistency in the desired outcomes
    • Identify and address areas for improvement throughout the operation
    • Maintain effective verbal and written communication between various levels of staff and management
    • Provide on-the-job training and support for other staff members as required
    • Actively identify and lead quality control/quality improvement initiatives
    • Attend and participate in meetings and training as directed
    • Maintain the confidentiality of all business documents and correspondence according to HIPAA, corporate, and program guidelines
    • Comply with established departmental policies, procedures and objectives
    • Comply with all health and safety regulations and requirements


    Supervision Received:

    Reports to Manager of Quality, Training, and Workforce Management


    Supervision Exercised:

    Although this position has no staff reporting directly to it, the Quality Assurance and Training Analyst is responsible for directing the activities and evaluating the proficiency of Member Services Representatives while in training. This position is also responsible for making the determination as to whether or not a new employee has demonstrated sufficient proficiency to pass training and begin handling calls in the production environment.


    Position Qualifications:


    • Bachelor’s degree or comparable additional work experience
    • Must speak, read and write English fluently
    • Bi-lingual proficiency preferred (Spanish/English)
    • Must have at least 2 years of information and referral experience in a healthcare related contact center (additional education and / or certifications may be considered in place of experience)
    • Must have at least 2 years of previous experience in either instructional design, quality management, supervision or training in a Contact Center setting




    • Exceptional customer service skills
    • Sound judgment and discretion
    • Ability to directly improve the overall quality of work produced within the Contact Center
    • Ability to form positive, constructive relationships with managers, supervisors and frontline staff
    • Ability to create and deliver effective training programs
    • Ability to proactively identify quality improvement needs and initiate measurable action
    • Ability to communicate clearly and effectively verbally and in writing
    • Ability to thoroughly comprehend subject matter and systems used during completion of contact center tasks
    • Computer Literacy including basic proficiency with Internet Browsers, Microsoft Outlook, Word, and Excel
    • Ability to independently manage workload and ensure that standards are met
    • Analytical abilities and strong attention to detail


     Interested applicants can apply at


    The above statements are intended to describe the general nature and level of work being performed.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.  UHS reserves the right to modify position duties at any time, due to business necessity. 

    UHealthSolutions is an equal opportunity employer and encourages applications from individuals with varied experiences and backgrounds


    UHealthSolutions is a Tobacco-Free Workplace

  • May 02, 2017 3:21 PM | Anonymous

    Massachusetts Institute of Technology (MIT)

    Talent Management Consultants


    MIT Human Resources is looking for two creative and versatile consultants to join its Organization and Talent Development team in developing and engaging MIT’s diverse staff. 


    Through consultation, coaching, facilitation and training, talent management consultants develop, deliver, and assess high quality, client-centered and impactful initiatives and programs that advance MIT’s talent management priorities, respond to department-specific needs, and align with MIT goals and culture.



    ·       Consulting with departments’ leadership and HR business partners to identify, support, and sustain department-specific efforts and MIT-wide initiatives that ensure an inclusive, diverse work environment

    ·       Increase organizational effectiveness

    ·       Measure and increase employee engagement

    ·       Build management and leadership capability

    ·       Maximize employee performance, development, and career growth

    ·       Promote a culture of learning



    ·       Bachelor’s degree in business, organization development, training and development, HR, or related field

    ·       Minimum of five years’ direct/related consulting and training experience

    ·       Experience applying talent management, change management, organizational design, and workforce planning principles in large, complex organizations

    ·       Ability to assess organizational culture and create and implement appropriate interventions

    ·       Ability to influence cross-functionally using a consultative and collaborative methodology

    ·       Excellent interpersonal skills in a culturally diverse environment

    ·       Exceptional organizational skills

    ·       Ability to partner with others to assure high quality outcomes

    ·       Knowledge of adult learning theory and experience developing innovative learning solutions across a range of organizational levels

    ·       Strong presentation, meeting design, instructional design, and facilitation skills

    ·       Experience designing, delivering, evaluating, and assessing learner-centered, results-based training

    ·       Track record of collaborating with communication colleagues and ensuring that program-specific messaging and branding is consistent with departmental communications approach

    ·       Ability to complete multiple projects and measure results

    ·       Excellent written and verbal communication skills

    ·       Ability to analyze issues and data to develop practical solutions and influence decision making

    ·       An advanced degree is preferred

    Interested candidates may apply online at  Please reference job number 14548 and indicate where you saw this posting.

    MIT is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.

  • April 19, 2016 1:55 PM | Anonymous

    Instructional Designer – New Hire Training posted 4/19

    We are working exclusively with our client in identifying multiple Instructional Designers to work on a complete redesign of their new hire (onboarding) training. The redesign will affect two business groups, retail branch and call center. The goal is to produce a high quality, engaging Blended Learning program. The eLearning will be developed using Captivate 9. 

    Start Date: Beginning of May 

    Duration: 6 months, full-time

     Location: Virtual, but will be asked to come onsite in Framingham, MA or Providence, RI for project meetings

    Experience Required: 

    • 7+ years of Instructional Design experience 

    • Strong experience creating Blended Learning programs (Instructor-led Training and eLearning) 

    • Experience creating new hire/onboarding training 

    • Proficient with Captivate version 9, must own license if working remotely (client will provide a license when you are onsite). 

    • Experience incorporating videos and screen recordings (systems training) into the training design is preferred but not required 

    • Facilitations skills are preferred, but not required 

    • Experience in the Financial industry is preferred, but not required 

    To be considered for this project, please send an email to with a Word version of your resume. Please include reference #8882 in the subject line. 

    About Us: Clarity Consultants is the leading provider of corporate learning and development, and creative consultants. For nearly a quarter century, organizations have turned to Clarity to staff their mission critical projects with elite consultants. Our nationwide network of over 35,000 highly skilled consultants offers deep knowledge, low management overhead, and flexibility to scale according to an organization’s unique project needs. Our experts work with clients on a project basis, supplementing the talents of their internal staff until goals are achieved, ensuring project success. If the above opportunity is not a good fit for you and you are a learning and development or creative professional, visit to join our talent network. Follow Us for tips, trends, and industry insights: LinkedIn: Blog: Twitter: Facebook:

  • February 03, 2016 1:51 PM | Anonymous


    Position Title: Manager of Learning & Organizational Development- Supply Chain

    Job Summary:

    This position serves as an internal subject matter expert in the areas of organizational analysis, diagnosis, design, development, implementation, delivery and review of a comprehensive suite of L&OD solutions, within a Centralized Learning and Organizational Development structure. The position reports to the Director of L&OD and is located in the Manufacturing/Supply Chain environments.  The selected candidate will understand the critical role of learning and organizational development and have the technical capabilities to ensure execution of highly effective programs in the areas of talent management, organizational change, team building, employee engagement, and leadership development at all levels, including executive leadership. The role is a hybrid of both creating, as well as implementing strategic L&OD programs focused on Supply Chain and aligned with other L&OD initiatives throughout the corporate organization. In Specific:

    ·         Implements leadership and management development initiatives such as Succession Planning development  strategies and Continuous Development of high potential employees, as well as for first- time, or soon to be mangers.

    ·         Creates and refines competency models within the Supply Chain organization in partnership with L&OD, in  order to support the growth and development of employees at all levels and across all functions.

    ·         Provides developmental opportunities where appropriate, at all levels of the Supply Chain organization

    ·         Identifies needs and designs, develops, delivers and manages Supply Chain development and training initiatives aligned with their organizational strategy, which provides deliverables to drive Supply Chain business success.

    ·         Handles multiple projects simultaneously while working in an environment that requires flexibility.

    ·         Ensures effective implementation, communication, maintenance and impact of programs to address identified needs.

    ·         Serves on, supports and enhances the bi-weekly L&OD Council, along with the Wholesale and Retail training managers and Dir. L&OD to discuss and strategize common stakeholder needs within our Business divisions.

    ·         Identifies opportunities to capitalize on and contribute to, shared L&OD resources to address development needs throughout the organization, which includes both US and International division.

    Minimum Requirements:

    ·         Minimum of 5-8 years of experience in Training & OD, Talent Management or Organizational Development.

    ·         Excellent project management skills including planning, logistics, program management and scheduling.

    ·         Proven ability to influence cross-functional teams because of strong business acumen, client-service and results orientation.

    ·         Knowledgeable about instructional design methodology and application for effective learning.

    ·         Strong ability to motivate others with exceptional coaching, consulting and diagnosis skills.

    ·         Ability to manage multiple, complex assignments with proven ability to assess competing priorities in a high energy, fast paced environment.

    ·         Superb communicator with excellent verbal, written and presentation skills, with the ability to facilitate content to multiple audience levels.

    ·         Previous experience in retail, wholesale, and/or supply chain sectors, especially in manufacturing environment preferred.

    ·         Thorough knowledge of MS Office is essential i.e., Power Point, Excel, Access, Word and Outlook. E Learning experience a plus.


    Notice: This position is subject to a criminal background check and potentially and an education verification as part of the application process. At the time of interview, internal and external applicants will be required to sign a release authorizing the company to conduct criminal background check and/or education verification


    Mike Reardon

    450 Washington St. Suite LL5

    Dedham Ma. 02026


    781-329-9918 (Fax)

  • November 19, 2015 12:44 PM | Anonymous

    Position:  Learning Design and Development Manager

    Job Overview:

    Company: Innovara, Inc.
    Location: Hadley, Massachusetts
    Job Type: Full Time Employee

    Years of Experience: 3 to 5+ Years in designing and developing training programs

    Education Level: College Degree or equivalent

    Career Level: Responsible for designing and developing training programs and related services, including digital learning, for healthcare industry

    Priority: Candidates with other bona fide experience in pharmaceutical industry, sales, sales management and/or sales/sales management/marketing. Platform training skills a plus.

    About the Job
    Title: Manager
    Sub Title: Learning Design & Development
    City: Hadley
    State: Massachusetts

    Description: INNOVARA, INC. is seeking a full-time Learning Design and Development Manager. Role includes, but is not limited to: standardizing existing instructional materials and training programs; designing quality curricula incorporating new and innovative methods for in-person and web-based or other digital trainings; assessing curricula to ensure it meets intended objectives and requirements; providing analysis, advice and/or implementation assistance on training strategies; assessing and evaluating instructional materials and trainings to ensure intended objectives and requirements are met; continually updating training materials to incorporate evaluation recommendations; and designing a learning framework and monitoring learning outcomes. International travel may be required in support of this contract. The Manager will also be responsible for assisting to develop new business by identifying follow-on work with existing clients and supporting major proposal efforts.

    Essential Duties and Responsibilities:

    Personal / Team Development
    • Demonstrates and advocates the INNOVARA, INC. core values through behaviors; sets high personal standards for integrity and performance/conduct
    • Demonstrates ability to be a team player and collaborator; contributes to high performing, positive work environment including the extended team (our consultants and trainers around the world) and customers
    • Works quickly, proactively and independently; able to multi-task (work on several projects simultaneously)

    Client Management
    • Demonstrate expertise in healthcare industry learning and development, and serves as a specialist in this regard
    • Demonstrates high level of commitment to client and trainer/consultant success
    • Delivers timely and quality services that meet or exceed internal customers (consultants, trainers) and client’s expectations for engagement and learning outcomes
    • Effectively interacts with clients in the US and around the globe; understands the fundamentals of the client’s business and learning and development needs and is able to translate these into customized learning solutions, including assessments to evaluate results

    Business Development
    • Assists to develop new business as may be needed, such as contribution to proposals, identification and communications with decision-makers involved in learning and development programs, and occasional participation in client meetings (virtual and in person)
    • Identifies potential add-on work and supports proposal development following successful completion of initial projects or programs
    • Supported proposal preparation for a new engagement
    • Demonstrates thorough knowledge of INNOVARA, INC. products and services
    • Creates new overviews for programs or services that future clients may desire, to support selling efforts of consultants/trainers in the field and around the globe

    Other duties as assigned

    Supervision: Varies by project and lead consultant.  Day to day supervision by Chief Operating Officer. 

    Experience/ Education/ Certifications
    • College degree and 3+ years of relevant experience required; graphic design and instructional design certification a plus
    • Prior experience working with international learning and development organizations, in healthcare industry (preferably pharmaceutical and/or devices)
    • Prior experience designing and/ or evaluating learning and development programs and activities (and related services)
    • Working with and/or designing learning for those for whom English is a second language (with core programs developed in English)
    • Ability to travel internationally as well as in the USA, without limitation and restriction

    Specialized Knowledge/ Skills/ Abilities:
    • Demonstrated ability to manage multi-layered, time sensitive activities.
    • Proficiency with Microsoft (MS) Office –Word, Excel, and PowerPoint required and digital learning software/media.
    • Excellent English language skills (written and verbal)
    • Optional: Fluency and literacy in a second language (preferably Spanish or French)
    • Optional: Knowledge and understanding of the international learning and development

    Minimum Qualifications:
    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/ or ability required.

    • Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; conducts and/or analyzes internal, secondary and other research to inform potential learning and development solutions and makes specific, actionable recommendations; uses reason even when dealing with emotional topics or lacking specific experience

    • Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written, qualitative and quantitative information related to learning and development initiatives

    • Diversity - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; promotes a harassment-free environment; values and seeks inputs from a globally, linguistically, and culturally diverse workforce

    • Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values. Respects and works according to laws of intellectual property

    • Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes learning and development market and competition; identifies external threats and opportunities; adapts strategy to changing conditions

    • Planning/ Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans; is flexible to accommodate unexpected requirements of clients and/or Innovara consultants/trainers

    • Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments

    • Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention

    • Qualifications - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/ or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

    • Language Skills – Excellent English skills and computer skills required. Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, proposals, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public

    • Mathematical Skills - Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Able to work with Excel to a high level of proficiency

    • Reasoning Ability - Ability to define problems, propose solutions, collect data, establish facts, and draw valid conclusions. Ability to question activities and issues in all functional areas and make sound business decisions based on those data

    • Physical Demands - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

    • While performing the duties of this Job, the employee is regularly required to sit, talk, type or hear, and to climb stairs

    Work Environment:
    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:

    • The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.

    • During bad weather or if communications or work is needed to be done outside of office hours, is able to work from home

    • The office and surrounding property are non-smoking.  Smoking, uses of e-cigarettes, tobacco, marijuana and/or consumption of alcohol are strictly prohibited

    • Certain routine office maintenance is shared by all employees

    Innovara, Inc., LLC (INNOVARA, INC.) is a woman owned small business that was established in 1983.  INNOVARA, INC. serves a wide array of clients from teaching hospitals to commercial businesses

    Compensation and Benefits:

    INNOVARA, INC. offers competitive benefits to our employees. In addition to a salary base and compensation plan for all of our positions, we also offer medical insurance. We work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture both in the US and globally.

    INNOVARA, INC. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, national origin, or protected veteran status. For those interested in the position,  please send your resume to Renée Morgan at or mail your resume to Innovara, 105 Middle Street, Hadley, Ma 01035.

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