Learning and Development Specialist

Job Overview

Lantern Care is seeking a dynamic Learning & Development professional to join our Member Experience & Enablement team. This Trainer will serve as the primary training resource for our Cancer navigation program, with backup support for Surgery and Infusion lines of business. The ideal candidate brings strong facilitation skills, hands-on instructional design experience, and a genuine passion for developing people in a fast-paced specialty care environment.

As a visible role model within the organization, this individual will demonstrate professional maturity, coaching excellence, and a member-first mindset — contributing to training outcomes that directly impact NPS and member experience quality. This position is located in our downtown Dallas, Texas office. The role is on-site; remote or virtual arrangements are not available. Travel is not required.

Responsibilities & Duties:

• Serves as the primary Trainer for the Cancer navigation program, with cross-trained backup support for Surgery and Infusion lines of business.
• Designs, develops, and facilitates staff training within Member Services, including new hire onboarding for classes of up to 20, ongoing skills development, and refresher curriculum.
• Tracks individual trainee performance throughout the training period and provides structured performance documentation and handoff notes to supervisors at nesting and graduation milestones.
• Collaborates with subject matter experts and cross-functional stakeholders to maintain and update courseware as programs, platforms, and workflows evolve.
• Applies needs assessment methodologies, Voice of Customer data, and training assessment results to evaluate curriculum effectiveness and drive continuous improvement.
• Manages assigned training projects from kick-off through post-implementation evaluation, exercising sound judgment within defined procedures and timelines.
• Supports AI-enabled learning tools, including AI-assisted role play coaching and call intelligence analytics, as part of an active technology-forward L&D program.
• Partners with the Quality team during off-peak periods to deliver call coaching based on evaluation data, reinforcing a culture of continuous performance improvement.
• Maintains rigorous consistency standards within and across all courseware and job aids.

Ideal Candidate Will Have:

• Formal background in Instructional Design or ADDIE/SAM methodology for net-new course development.
• Experience administering or navigating a Learning Management System (LMS).
• Familiarity with call quality frameworks and the ability to translate QA findings into actionable training.
• Exposure to NPS, member satisfaction metrics, or Voice of Customer programs as inputs to training design.
• Two or more years of experience facilitating corporate training in a classroom or contact center environment, or a college degree in Adult Learning/Adult Education.
• Instructional design experience using Articulate or comparable authoring tools.
• Demonstrated ability to manage multiple projects simultaneously in a high-volume, fast-paced environment.
• Proficient with Microsoft Office suite, particularly Word, SharePoint, and Teams.
• Excellent written and verbal communication skills; strong English composition and editing ability.
• Detail-oriented with a commitment to consistency within and across training materials.
• Strong relationship-builder with internal clients, subject matter experts, and cross-functional teams.
• Intellectually curious; proactively identifies training gaps and proposes solutions without waiting to be directed.
• Comfort with or interest in AI-assisted learning technologies and call analytics platforms.

Preferred Skills & Experience:

• Two or more years of experience in healthcare, health insurance, or specialty care navigation.
• Experience with leadership development or supervisor-level coaching programs.
• Bilingual English/Spanish a plus.
• Experience training clinical or clinical-adjacent staff (RN, LPN, MA, LCSW, or equivalent)
• Familiarity with oncology care workflows and terminology

 Benefits: