Customer Success Training and Performance Specialist

About the Company 

Antidote Health is a tech-driven health insurance company on a mission to make healthcare easy, accessible, and more affordable. We’re rethinking how healthcare works—using technology to remove the friction, complexity, and delays that define the traditional system. Instead of navigating paperwork, long waits, and disconnected experiences, we’re building a simpler, more connected way for people to get care.  

Our platform combines health coverage, virtual care, and a modern member experience into one seamless system designed to help people actually use their benefits.  

We offer Affordable Care Act (ACA) health plans in Arizona and Ohio, and we’re growing quickly. We’re building a company focused on solving real problems—with real impact on people’s lives.

Position Overview

The Customer Success Training and Performance Specialist builds the knowledge, skills, and confidence Customer Success employees need to support members, brokers, providers, patients, and internal partners accurately and effectively.

This position owns assigned learning programs from needs assessment and design through facilitation, certification, nesting support, and post-training evaluation. The Specialist partners with Customer Success leadership, Quality Assurance, Workforce Management, Compliance, and subject matter experts to translate operational requirements and performance trends into practical learning solutions.

The role supports Tier 1 Member Services, Tier 2 Customer Success Operations, and Tier 3 Customer Advocacy and Regulatory Affairs in a fast-growing health plan environment. Success requires healthcare subject-matter aptitude, strong facilitation and instructional design skills, and the ability to show that learning improves workplace performance.

Antidote Health's mission is to redefine healthcare by providing affordable, high-quality, accessible care and insurance products. The Customer Success organization supports that mission by making healthcare easier to understand, access, and navigate for members, brokers, patients, providers, and internal partners.

Key Responsibilities

• Design and facilitate new hire, cross-training, refresher, remediation, system, product, and process-change training in virtual, classroom, and blended formats.

• Develop facilitator guides, participant materials, eLearning, simulations, job aids, practice activities, knowledge checks, and performance-based assessments.

• Apply adult-learning and instructional-design principles to select the most effective learning method for each performance objective.

• Translate complex healthcare, insurance, regulatory, and operational information into clear, practical learning experiences.

• Coordinate the new hire learning journey from orientation through classroom learning, practice, nesting, and production certification.

• Develop and administer objective certification standards using knowledge assessments, system exercises, case work, simulations, and observed member interactions.

• Provide nesting support and communicate learner progress, risks, and recommended readiness decisions to operational leadership.

• Maintain accurate documentation of assessment results, remediation plans, certification decisions, and required approvals.

• Conduct training needs analyses with Customer Success leaders, Quality Assurance, Workforce Management, and other stakeholders.

• Use quality results, repeat-contact patterns, member feedback, operational data, policy changes, and observed workflow challenges to identify learning needs.

• Distinguish learning gaps from process, system, staffing, knowledge-content, leadership, or coaching issues and refer non-training issues to the appropriate owner.

• Develop targeted learning interventions and evaluate whether they produced the intended change in employee performance.

• Administer assigned learning management system activities, including course publication, curricula, enrollment, assignments, completion tracking, transcripts, certification records, and reporting.

• Maintain complete and accurate learning records in accordance with company retention requirements.

• Provide employees and leaders with guidance on learning-system access, assignments, completions, and reporting.

• Develop and maintain training materials, job aids, and learning-facing procedures in partnership with process owners and subject matter experts.

• Follow established content-governance and approval processes before publishing policy, regulatory, benefit, or workflow information.

• Review assigned learning content on a defined schedule and update materials before approved changes take effect.

• Use approved synthetic, test, or properly de-identified information in training materials and practice environments.

• Deliver and track assigned HIPAA, privacy, security, fraud, waste and abuse, CMS, ACA, state, and company-policy learning using content approved by the designated policy owner.

• Escalate completion, documentation, or learner-readiness risks before they result in operational or compliance exposure.

• Support readiness for Open Enrollment, benefit changes, system implementations, migrations, and major workflow changes.

• Partner with Workforce Management and operational leadership to schedule learning while managing service-level and staffing impacts.

• Participate in call listening, case review, quality calibration, workflow observation, and scheduled production exposure to maintain current knowledge of the work.

• Stay informed about relevant healthcare, ACA, contact-center, learning-technology, and instructional-design developments.

• Perform other related duties consistent with the purpose and level of the position.
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Qualifications

Required

• Three or more years of experience in training, enablement, instructional design, employee development, or a comparable learning role.

• At least one year of experience supporting a health plan, healthcare organization, insurance operation, contact center, or other regulated customer-facing environment.

• Demonstrated experience facilitating instructor-led and virtual learning for adult employees.

• Experience developing curricula, facilitator materials, job aids, assessments, and digital learning content.

• Experience administering or publishing learning through a learning management system.

• Working knowledge of adult-learning principles and an instructional-design approach such as ADDIE, SAM, or an equivalent methodology.

• Ability to translate complex policy, regulatory, system, or operational information into clear performance expectations.

• Strong written, verbal, presentation, analytical, and stakeholder-management skills.

• Ability to manage multiple learning projects with competing deadlines.

• High school diploma, GED, or equivalent required.

Preferred

• Experience with ACA marketplace plans, member services, eligibility, benefits, claims, billing, prior authorization, appeals, telehealth, or third-party administration.

• Experience using Articulate 360, Adobe Captivate, Camtasia, or comparable content-authoring tools.

• Experience with Five9, Salesforce, healthcare claims or care-management platforms, quality-management tools, or knowledge-management systems.

• Experience building simulations, role-play assessments, or performance-based certification programs.

• Experience supporting Open Enrollment or another seasonal high-volume operation.

• Prior frontline, quality assurance, workforce management, team-lead, or contact-center experience.

• APTD, CPTD, instructional-design, learning-experience, or comparable professional credential.

• Bilingual capability aligned with member needs.

• Bachelor’s degree in education, instructional design, communications, healthcare administration, business, or a related discipline preferred. Equivalent relevant experience is accepted in lieu of a degree.

Compensation and Benefits

• Base salary range: $70,000 - $90,000 (commensurate with experience and location)

• Comprehensive benefits package including medical, dental, vision

• 401(k)  

• Paid vacation and sick time and company holidays

Company Standards and Expectations

• Employment is at-will, meaning either the employee or the company may terminate employment at any time, with or without cause, in accordance with applicable law

• Employees are expected to adhere to all company policies, including confidentiality, data protection, and code of conduct

• Responsibilities may evolve based on business needs, and flexibility is expected as the company scales

• Compliance with all applicable federal, state, and local laws and regulations is required

Equal Opportunity Statement

Antidote Health is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.