JoAnn Figueroa
Sylmar,CA
Summary
Learning and Curriculum Development Professional with a Bachelor's Degree in Instructional Design and 15 years of workforce training experience. Expertise in developing compliant training programs that enhance sales performance and agent proficiency. Committed to delivering measurable results in dynamic environments.
Overview
20
20
years of professional experience
Work History
Learning Consultant
Centene Corporation
St. Louse, MO
08.2022 - 03.2025
- Designed and delivered comprehensive Medicare Advantage training programs for licensed sales representatives, ensuring full compliance with CMS regulations and Centene-specific guidelines.
- Facilitated engaging online classroom and one-on-one training sessions focused on product and system knowledge, needs-based selling, enrollment processes, and ethical sales practices.
- Coached representatives on sales strategies, objection handling, and consultative communication techniques, enhancing beneficiary experience and plan suitability.
- Partnered with leadership to align training strategies with organizational goals, contributing to higher retention rates and stronger sales outcomes.
- Developed training materials, job aids, and performance assessments to reinforce learning and facilitate ongoing skill development.
- Supported continuing education initiatives, enabling agents to stay current on annual plan changes, regulatory updates, and market trends.
Learning Management Systems (LMS) Administrator/Analyst
Health Net of California, a Subsidiary of Centene Corporation
Woodland Hills, CA
06.2017 - 03.2018
- Acted as Cornerstone OnDemand LMS Administrator for Health Net of California, supporting 5,000 users across CA, OR, and AZ.
- Loaded, tested, and maintained a comprehensive library of 100+ e-learning compliance and training courses for Health Net/Centene to support user needs.
- Managed training schedules, rosters, and performance records for Call Center, Membership, and Appeals & Grievances teams within Cornerstone OnDemand.
- Scheduled and tracked mandatory compliance training for Health Net of California agents, ensuring timely completion and reporting.
- Developed step-by-step training modules to guide LMS Administrators in effective use of Cornerstone OnDemand.
- Developed training materials for Questionmark, enabling associates to effectively build, deliver, and analyze tests, exams, quizzes, and surveys.
- Provided platform support for Cornerstone OnDemand and Questionmark to Health Net employees.
Training and Development Specialist II
Health Net of California
09.2006 - 06.2017
- Trained Appeals and Grievances agents to resolve member appeals and grievances in a timely, accurate and customer-focused manner in compliance with member health plan, state, and federal regulatory guidelines.
- Collaborated with business clients and Appeals and Grievances team to identify and implement effective training practices and delivery methods.
- Developed and maintained training curriculum materials for the Appeals and Grievances Department.
- Contributed to new system development, testing, and creation of training materials to support agent readiness.
- Managed resource library for Appeals and Grievances agents to ensure access to up-to-date training materials.
Appeals and Grievances Case Auditor
Health Net of California
02.2005 - 09.2006
- Audited cases to ensure accurate handling of member appeals and grievances across all lines of business, contributing to compliance and member satisfaction.
- Audited letters to members to ensure accuracy, clarity and compliance with federal, state and health plan regulations.
- Conducted Health Net company-wide compliance audits for California Department of Managed Health Care (DMHC), Clinical Documentation Improvement (CDI) Program, Medicare, and National Committee for Quality Assurance (NCQA).
- Identified client needs and provided agile-based solutions, enhancing audit scores and improving case handling processes.
- Coordinated user interviews and workshops to gather and analyze case requirements, streamlining information collection and enhancing audit effectiveness.
- Maintained database of software defects, generated historical analysis of test results, and documented anomalies and issues.
- Contributed to Health Net Culture Club by enhancing workplace morale and fostering team collaboration.
- Contributed to the Planning Committee for Customer Service Week by organizing events for 1,000 Call Center employees.
Education
Bachelor’s Degree - Instructional Design
UNIVERSITY OF ARIZONA GLOBAL CAMPUS
San Diego, CA12-2024
Liberal Arts Studies - Elementary Education
CALIFORNIA STATE UNIVERSITY
Northridge, CA05-2003
Associate’s Degree - Arts
L. a. pIERCE cOLLEGE
Woodland Hills, CA05-1994
Skills
- Training program design
- Compliance training
- Sales training techniques
- E-learning development
- Learning management systems
- Instructional design
- Curriculum development
- Performance assessment
Work Related Clubs And Committees
- Member of Health Net Culture Club to promote positive workplace environment.
- Member Planning Committee for Customer Service Week event for 1,000 Call Center employees.
Timeline
Learning Consultant
Centene Corporation
08.2022 - 03.2025
Learning Management Systems (LMS) Administrator/Analyst
Health Net of California, a Subsidiary of Centene Corporation
06.2017 - 03.2018
Training and Development Specialist II
Health Net of California
09.2006 - 06.2017
Appeals and Grievances Case Auditor
Health Net of California
02.2005 - 09.2006
Bachelor’s Degree - Instructional Design
UNIVERSITY OF ARIZONA GLOBAL CAMPUS
Liberal Arts Studies - Elementary Education
CALIFORNIA STATE UNIVERSITY
Associate’s Degree - Arts
L. a. pIERCE cOLLEGE