JENNIFER L. KLACH
174 Wellington Terrace, Lansdale, PA 19446
(Cell) 215-694-7277
JenniferKlach@yahoo.com
SUMMARY OF QUALIFICATIONS
More than 13 years of experience developing and delivering training in a managed care industry. Effective communication and
presentation skills in face to face and virtual environments. Experience in rapid development projects. Interface and training delivery for
diverse audiences spanning call center employees and clinical professionals.
TRAINING & DEVELOPMENT EXPERIENCE
OPTUM, UNITEDHEALTH GROUP - Philadelphia, PA, 12/1999 - present
Training Manager, 05/2009 - present

Responsible for internal training of up to 1000 clinical operations staff, located across 10 sites

Manage delivery team of 6 training professionals
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Develop and deliver modules to support corporate initiatives and national orientation programs

Implementation of centralized orientation process for care advocacy
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Maintain content, facilitator and participant guides for orientation programs
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Learning management system administration
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Act as corporate training liaison with systems workgroups
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Implementation of new internet based application, including: create user acceptance test scenarios, conduct user acceptance
testing with each release, develop training material, delivery of systems training, implementation of systems readiness
assessment, provide ongoing support to staff during implementation

Primary liaison with NBCC organization and responsible for continuing education renewal application process
Senior Trainer, 07/2006 – 05/2009

Oversee new hire orientation and staff development programs at the Philadelphia site, including: development and
maintenance of modules, delivery, and evaluation

Implement database to track feedback on presentations, the orientation process, and post-orientation follow-up

Develop continuing education program for Philadelphia clinical staff
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Maintain national EAP orientation manual
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Develop and maintain systems user manual

Represent site in systems operation workgroups

Deliver systems demonstrations and training for various audiences
Jennifer Klach
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EAP Supervisor, 10/2000-07/2006

Develop and delivery of modules for national Employee Assistance team, including: EAP orientation manual, computer
systems, clinical procedures, and start up teams

Conduct new hire orientation for EAP Specialists at Philadelphia site

Develop training materials for other internal and external customers

Oversee daily operations of Philadelphia EAP call center, including: performance monitoring, supervision, and develop
performance improvement plans for team of up to 15 EAP Specialists

Advise candidates pursuing CEAP certification

Represent EAP in systems operations workgroups

Participate in sales presentations and act as customer liaison
CLINICAL EXPERIENCE
OPTUM, UNITEDHEALTH GROUP - Philadelphia, PA, 12/1999 - present
Senior EAP Specialist, 06/2000-10/2000

Mentor and train new staff

Participate in customer visits

Conduct management consultations and perform duties of an EAP Specialist

Coordinate critical incident response services
EAP Specialist, 12/1999-06/2000

Conduct telephonic assessments, short-term problem resolution, consultation, emergency services, follow-up and community
resources to customers participating in the Employee Assistance Program

Facilitate management referral process
NORTHWESTERN HUMAN SERVICES - Warminster, PA, 08/1998-12/1999
Family Therapist

Provide intensive home-based individual and family therapy for children at risk of placement

Co-lead PIN (Parents Involved Network) coping skills group for parents

Interface with collateral agencies and managed care

Provide case management services
NORTHWESTERN HUMAN SERVICES - Sharon Hill, PA, 11/1997 – 05/1998
Counselor Intern, 11/1997 – 05/1998

Provide outpatient therapy for adult clients
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Co-lead group for high functioning adults with chronic mental illness

Co-lead group therapy and activities for the Day by Day partial services program for elderly clients
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HUMAN RESOURCES EXPERIENCE
MERRILL LYNCH, Horsham, PA, 10/1996 – 08/1999
Human Resources Assistant

Assist human resources manager and recruiter with requisition process

Co-facilitate new employee orientation program
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Create and maintain reports concerning employment opportunities, exiting employees, and manager performance

Develop recruitment sources with local colleges and universities

Other responsibilities include phone screening of applicants, conducting interviews for entry level applicants, and assorted
clerical tasks
EDUCATION

Certificate, Instructional Technology Management – LaSalle University (expected graduation May 2014)

Masters of Education, Counseling Psychology - Temple University (1998)

Bachelor of Arts, Anthropology - Syracuse University (1995)

Articulate Studio ’09 Basic-Advanced Training (July 2011)

Fundamentals of Rapid E-Learning Design (July 2011)
LICENSE & CERTIFICATIONS

LPC (Licensed Professional Counselor) - Commonwealth of Pennsylvania, since 09/2003, # PC003411

NCC (Nationally Certified Counselor), since 10/2000, #65545

CEAP (Certified Employee Assistance Professional), since 07/2002
SYSTEMS

Articulate Suite

Storyline

Snag-it

Webex Recorder & Editor

Microsoft Office Products

Sharepoint

PeopleSoft Learning Management System
Jennifer Klach
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