Training & Instructional Design Specialist

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

We're seeking a versatile and experienced Training & Instructional Design Specialist who can serve as a team training facilitator, technical writer, and instructional designer for a fast-paced environment supporting healthcare technology, IT systems, and call center operations. This role requires a deep understanding of HIPAA, security & privacy compliance, and experience working with regulatory frameworks in the healthcare space.

You'll collaborate cross-functionally to develop and deliver engaging, accurate, and compliant training materials that empower staff, support process excellence, and ensure readiness across technical and frontline teams. The ideal candidate will also have strong hands-on experience with ServiceNow and SharePoint, with the ability to manage and maintain a centralized SharePoint site that houses all job aids and reference content. Experience working with UI and UX frameworks is essential to ensure training and knowledge resources are user-friendly, intuitive, and aligned with modern digital design principles.

You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

Instructional Strategy & Curriculum Development

• Lead the design of scalable, outcome-focused learning programs for Optum Technology teams
• Translate complex technical content (e.g., cloud migration, cybersecurity, DevSecOps, data engineering) into engaging instructional designs
• Conduct skills gap analyses, learner assessments, and apply adult learning principles to optimize content

Instructional Design & Technical Content Development

• Design scalable training programs, eLearning modules, microlearning content, and knowledge checks using tools like Articulate, Rise, Storyline, or similar
• Translate complex IT and compliance concepts into accessible, user-friendly learning experiences
• Apply instructional strategies based on adult learning principles and modern learning design
• Design and develop a range of technical content:
  
  
  
  • SOPs, systems documentation, technical onboarding guides
  • Interactive eLearning (SCORM/xAPI), simulations, and just-in-time learning
  • Knowledge base articles and support documentation for internal technology platforms
  
  
  
  
• Ensure accuracy and clarity in collaboration with SMEs from engineering, IT, and cybersecurity teams

Training Facilitation, Instructional Leadership & Coordination

• Facilitate engaging and effective training sessions (live, virtual, and hybrid) for call center, IT support, and compliance teams
• Conduct onboarding and continuous education programs tailored to new tools, regulatory changes, or operational shifts
• Evaluate training effectiveness and apply feedback to enhance future sessions
• Facilitate virtual and live workshops, including onboarding sessions, tool training, and train-the-trainer programs
• Coach SMEs and team leads on delivery best practices, and support peer-to-peer knowledge sharing
• Act as instructional lead across cross-functional training initiatives, including compliance and cloud readiness programs

Technical & Policy Writing

• Create and maintain clear, compliant documentation including SOPs, process flows, user guides, and quick-reference job aids
• Standardized materials to meet audit and compliance requirements (e.g., HIPAA, HITRUST, GDPR)
• Align documentation with operational rollouts, privacy policies, and internal change management processes

Knowledge Management & Systems Ownership

• Own and manage the team and product SharePoint site used to host and organize all job aids, training resources, and documentation
• Ensure SharePoint content is current, well-structured, searchable, and version controlled
• Collaborate with stakeholders to maintain effective taxonomy and tagging to support just-in-time learning
• Work with ServiceNow to understand processes, document workflows, and support incident/request management training

Evaluation, QA, and Optimization

• Use Optum's enterprise LXP and LMS (e.g., Workday Learning) to deploy, track, and report on learning
• Measure impact through learning analytics, learner feedback, and performance outcomes
• Iterate content based on data, compliance updates, and evolving organizational needs

Compliance, Standards, and Accessibility

• Ensure all training aligns with regulatory, security, and accessibility standards (e.g., HIPAA, Section 508, WCAG)
• Uphold Optum and UnitedHealth Group content standards, using branded templates and editorial guidelines

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• 7+ years in a combined instructional design, training facilitation, or technical writing role
• Demonstrated solid experience working with SharePoint, including site management and content administration
• Working knowledge of ServiceNow and how it supports ITSM or call center functions
• Background supporting healthcare IT, call centers, or compliance/privacy teams
• Deep understanding of HIPAA, data protection, or related regulatory frameworks
• Proficiency with eLearning development tools (e.g., Articulate 360, Rise, Captivate, Camtasia)
• Demonstrated solid written, verbal, and visual communication skills
  
  

Preferred Qualifications:

• Certifications such as CPLP, ATD, CTT+, or technical writing credentials
• Experience with ITIL, ServiceNow Knowledge Management, or Salesforce
• Familiarity with LMS platforms (e.g., Cornerstone, Workday Learning, Docebo)

Work Environment:

• Cross-functional environment supporting operations, privacy, IT, and compliance teams
• Fast-paced healthcare technology setting with a solid focus on quality, security, and service
• Opportunity to directly shape knowledge-sharing culture, compliance readiness, and workforce effectiveness
  
  

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $71,200 to $127,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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