Job Summary

At Dane Street, our Trainer champions operational readiness and service quality by ensuring all team members are thoroughly onboarded, continuously developed, and aligned with organizational standards. By orchestrating structured onboarding agendas, administering the LMS curriculum, and delivering targeted individual and group instruction, this role accelerates new-hire ramp time and drives long-term process adherence. Additionally, the position empowers operational leadership through systematic quality audits, trend analysis, and actionable remediation that safeguard business integrity and satisfy client requirements. Ultimately, this role serves as a vital bridge between new hires, operational leadership, and client expectations to foster employee confidence, elevate performance standards, and sustain operational excellence.

Mission, Culture & Values

At Dane Street, we believe exceptional employee experiences create exceptional client experiences. Our culture is built on collaboration, continuous improvement, accountability, and care.

We care for our customers, we care for our employees, and we care for one another. Every team member plays an important role in creating an environment where people feel respected, supported, empowered to grow, and inspired to do meaningful work. 

What You'll Do
New Hire Onboarding

• Prepare for New Hire start date by creating and managing training agendas to be provided to New Hires on their start date. 
• Coordinate introductory equipment set up calls with the IT team. 
• Complete routine check-ins with New Hires at 30, 60 & 90 Day intervals to monitor progress in terms of production, process adherence, technology proficiency & behavior.

Continuous Skill Development

• Provide individual and group training to assigned departments to ensure understanding and comprehension of job duties and maintain understanding of process changes and updates.
• Create, manage & maintain catalog of current and applicable training material. This will include video clips & static training material housed and built in the Learning Management System (LMS) platform.

Operational Quality Assurance

• Conduct scheduled audits as well as ad hoc audits. 
• Provide summary and recommendations based on audit findings. 
• Work directly with the Director of Operations to drive operational initiatives and ensure the operational process meets the assigned division’s client requests and business needs.
• Assist in implementing recommended corrective actions through process improvements and updated training provided to operational team members.

Other duties as assigned

What Makes this Role Successful

Success in this role is defined by bridging the gap between new hires, operational leadership, and client expectations. The successful candidate moves beyond delivering standard training sessions and cataloging audit scores, they cultivate a culture of confidence, accountability, and continuous improvement where new hires ramp quickly, quality errors are caught before they impact clients, and frontline staff feel equipped to excel.

As a teacher, coach, and trusted quality advisor, the Trainer collaborates closely with operational leadership to turn audit insights into actionable learning initiatives that directly protect Dane Street’s client service standards.

What Your First 90 Days May Look Like

1-30 Days:

• Shadow frontline specialists (e.g., CSRs, QAs, Supervisors) to gain a first-hand understanding of core workflows, systems, and tight TATs
• Learn the process and workflow of New Hire Onboarding from the training perspective
• Establish regular communication with the Operations Director to gain understanding of key expectations and understand any pain points.
• Begin observing the audit process.

31-60 Days:

• Begin to take the lead in scheduling assigned training modules.
• Work to independently review audits and suggest findings
• Present any observations related to learning modules and training content needs

61-90 Days:

• Begin scheduling 30,60,90 check-ins with team members in assigned areas
• Demonstrate success in onboarding team members.
• Complete any updates to training modules or content that have been recommended and approved.

Requirements

Must Haves: 

Disability claims experience (STD/LTD, with emphasis on LTD)

Preferred Qualifications: 

LTC claims experience is preferred

Carrier experience with UNUM, LFG, MetLife, NYLGBS

Benefits

Join our team at Dane Street and enjoy a comprehensive benefits package designed to support your well-being and peace of mind. We offer a range of benefits including medical, dental, and vision coverage for you and your family. Additionally, we offer voluntary life insurance options for you, your spouse, and your children. We also offer other voluntary benefits which include hospital indemnity, critical illness, accident indemnity, and pet insurance plans. Employees receive basic life insurance, short-term disability, and long-term disability coverage at no cost. Our generous paid time off policy ensures you have time to relax and recharge, while our 401k plan with a company match helps you plan for your future. Apple equipment and a media stipend are provided for remote workspace. 

ABOUT DANE STREET:

A fast-paced, Inc. 500 Company with a high-performance culture, is seeking insightful forward-thinking professionals. We process over 200,000 insurance claims annually for leading national and regional Workers’ Compensation, Disability, Auto, and Group Health Carriers, Third-Party Administrators, Managed Care Organizations, Employers, and Pharmacy Benefit Managers. We provide customized Independent Medical Exams and Peer Review programs that assist our clients in reaching the appropriate medical determination as part of the claims management process.