Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Dedicated Senior Manager with 25+ years of exceptional management performance experience. Offering strong administrative and cross-functional collaboration skills to provide teams with support and guidance to surpass expectations in the Behavioral and Physical health care field. Managed customer service team. Well-versed in operations management and knowledge of various authoring tools to create various modalities of trainings and training materials and strategies. Also knowledgeable in instructional design, process, procedures and workforce development. Flexible and adaptable to change. Great ability to work in a team setting.

  • Microsoft Access Visio
  • Adobe Acrobat Pro X
  • Subject Matter Expert Relias Learning System
  • Subject Matter Expert Cornerstone LMS
  • GoToWebinar/GoToMeeting
  • Zoom Meeting/Webinar
  • Adobe Presenter
  • Adobe Premiere Pro
  • Articulate 360
  • Camtasia
  • Certified Adobe Captivate Specialist
  • Vyond Animation
  • Adobe Premiere
  • Microsoft Access,
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft PowerPoint
  • Microsoft Word
  • Program development
  • Six Sigma Green Belt
  • Data-Driven Decision-Making
  • Cross-Functional Collaboration
  • Team Leadership
  • Staff Management
  • Process Improvement
  • Quality Management
  • Performance Appraisals
  • Staff Development Plans
  • Adult Learning Theories
  • New Hire On-Boarding
  • Leadership Training
  • Training Solutions Development
  • Process Evaluation And Enhancement
  • Materials Preparation
  • Feedback Collection
  • Employee Coaching
  • Program Implementation
  • Small Group Instruction
  • Public Speaking
  • Schedule Management
  • Course Development
Work History
05/2015 to Current
Sr. Mgr of Training and Workforce Development Planned Systems International Sierra Vista, AZ,
  • Training & Workforce Development and Provider Communication Departments, Use of adult learning and Bloom’s Taxonomy principles.
  • Create and implement comprehensive training program and framework to include Department of Behavioral Health Services required trainings.
  • Provide leadership and direction for development and implementation of fully functional learning and workforce development program that utilizes evidence-based approaches and is infused with values and principles of Arizona Complete Health.
  • Lead development of collaborative workforce development strategy to meet needs of integrated care providers that includes local universities, colleges, and technical training institutes.
  • Develops Annual Workforce Development Plan that describes training initiatives and assessment of network’s workforce.
  • Supports workforce development efforts, medical residency and training programs, or other opportunities for resident participation in integrated care management.
  • Supports and facilitates development of new peer workforce/career path training opportunities.
  • Facilitates monthly Training Committee that includes providers and members to review curricula, training activities, and training effectiveness.
  • Collaborates with Quality Management with strategic learning interventions in support of performance improvement initiatives.
  • Collaborates with Arizona Health Care Cost Containment System (AHCCCS) to coordinate and deliver training initiated by AHCCCS in response to identified needs.
  • Collaborates with Cultural Competency Officer and Chief Officer of Individual and Family Affairs.
  • Participates in Quality Management and cultural competency and diversity committees.
  • Executes effective Trainer-of-Trainers program and oversees maintenance of fidelity to training curricula by certified trainers.
  • Identifies training opportunities based on health disparities or program development needs.
  • Facilitates orientation and training.
  • Maintained multiple learning management system for provider network and internal staff.
  • Ran monthly and ad-hoc training reports as requested by internal, corporate, and state regulators.
  • Managed department staff that produced company communication to provider network.
  • Managed department staff that maintained monthly updates and revisions to online provider manual.
  • Chosen to lead State Training Implementation Steering Committee in implementing restructure of training requirements and delivery of training to Physical and Behavioral health providers in Arizona.
  • Sat on statewide Workforce Development Alliance board that oversaw development of skills and competencies for network staff.
  • Managed new employee orientation training process for more than 300 employees each year.
  • Assessed skill gaps for employees in multiple department and developed training courses to meet identified needs.
  • Delivered new employee onboarding and training sessions via instructor led training events, Cornerstone, Relias learning management systems and virtual classrooms using Zoom, Web-ex, and GoToTraining applications.
  • Assessed skill gaps for employees in all department and developed training courses to meet identified needs.
  • Conducted training courses and prepared videos for long-term use.
  • Assessed skill gaps for employees in all department and developed training courses to meet identified needs.
  • Assessed skill gaps for employees in all department and developed training courses to meet identified needs.
  • Delivered new employee onboarding and training sessions via instructor led training sessions, Cornerstone, Relias learning management systems and virtual applications (Zoom, Web-ex, Google, and GoToTraining.
10/2006 to 05/2015
Training Administrator First Student Rochester, NH,
  • Creates/deleted/revised training modules and events for internal and network provider staff.
  • Created assessments and surveys for training courses.
  • Created training certification programs for internal and network provider staff.
  • Managed student profiles in learning management systems.
  • Audited contracted provider agencies for training compliance.
  • Scheduled, trained, and tracked live training events in 8 Arizona counties.
  • Issued correction action plans to contracted provider agencies for non-compliance.
  • Participated in Centene Corporate Training Steering Committee.
  • Participated in Workforce Development Advisory Committee.
  • Coordinated and hosted contracted provider agency training contact meetings.
  • Participated in Quality Improvement Council.
  • Established Higher Education collaboration with Community Colleges.
  • Participated in Cultural Competency Diversity Awareness Committee.
  • Hosted monthly Provider Communication call.
  • Ran monthly and ad-hoc training requests from organization, corporate, and state regulators.
  • Maintained various learning management system for provider network and internal staff.
  • Collaborated with University of Arizona in creating Care Manager certification program.
  • Collaborated with ADHS/DBHS and Glendale community college in creating Behavioral Health certification program.
  • Collaborated with Central Arizona, Pima Community College, and Arizona Western in creating Community Health Workers certification program.
05/1995 to 08/2006
Performance Improvement Manager Cigna Healthcare Of Arizona City, STATE,
  • Lead local training and technical coach initiatives to drive continuous performance improvement from 65% to regulator required 90%..
  • Manage performance improvement initiatives include driving local site improvements in quality and productivity metrics.
  • Manage local site trainers and technical coaches through oversight of daily activities, overall execution and direction of local training and technical coach initiatives for claim, and call staff.
  • Work with Site Management to develop methods to drive error trend reduction locally and nationally.
  • Error trend reduction efforts will be supported through training programs and technical coach initiatives.
  • Played key role in leveraging Training and Performance Consulting (T&PC) relationship and linkage to site quality leadership to drive overall performance improvement as measured by improvement in site’s service delivery metrics.
  • Managed and performed Six Sigma projects when requested.
  • Adhered to social distancing protocols and wore mask or face shield at all times.
  • Completed Medicaid deliverable to ensure compliance with required Medicaid regulations.
Expected in 2014
Bachelor of Science: Management
University Of Phoenix - Phoenix, AZ,

GPA: 3.86

Expected in
: Electronic Engineer
DeVry Institute Of Technology - Phoenix, AZ,

GPA: 3.0

Expected in
: Computer Science
Northern Arizona University - Flagstaff, AZ,

GPA: 3.0

Certified Adobe Captivate Specialist Certified Mental Health First Aid Instructor Six Sigma Green Belt ADHS/DBHS Certified Master Cultural Competency Trainer
  • Collaborated with team of health plan training coordinators in the development of bringing a single learning management system to the Arizona State Medicaid provider network. Was chosen to lead the alliance of health plan training coordinators.
  • Documented and resolved network provider agencies training compliance which led to the network's training compliance growing from 63% to the regulators requirement of 90% or higher.
  • Used Microsoft Access to develop tracking of health plan certifications database.

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School Attended

  • University Of Phoenix
  • DeVry Institute Of Technology
  • Northern Arizona University

Job Titles Held:

  • Sr. Mgr of Training and Workforce Development
  • Training Administrator
  • Performance Improvement Manager


  • Bachelor of Science
  • Some College (No Degree)
  • Some College (No Degree)

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