Training Specialist

We are seeking a highly motivated Training Specialist to join our Care Management Services team. The ideal candidate will be responsible for designing, delivering, and continuously improving training programs that support employee success, operational excellence, and compliance within healthcare operations. This role will play a critical part in onboarding, coaching, curriculum development, and performance improvement initiatives across the organization.

If you have a strong background in healthcare operations and a passion for developing people through effective training and coaching, we'd love to hear from you.

Key Responsibilities

• Facilitate new hire onboarding and training programs.
• Develop, update, and maintain training curriculums, job aids, SOPs, and learning materials.
• Provide nesting support and assist employees during transition into production.
• Conduct refresher and upskilling training sessions based on business needs.
• Identify training opportunities through QA audits, KPI analysis, and performance reviews.
• Create and administer competency assessments and certification programs.
• Track and measure training effectiveness and learner performance.
• Partner with Operations, Quality Assurance, and Leadership teams to improve workforce performance.
• Support change management initiatives by ensuring employees are prepared for new processes and workflows.
• Maintain compliance with healthcare regulations, policies, and training requirements.

Qualifications

Education

• Bachelor's degree in Healthcare Administration, Nursing, Education, Business Administration, or a related field preferred.
• Certifications in Learning & Development, Training, Healthcare Operations, or related disciplines are a plus.

Experience

• Minimum of 2 to 3 years of healthcare operations experience.
• At least 1 to 2 years of experience in training, coaching, onboarding, or workforce development.
• Experience in Eligibility & Enrollment, insurance verification, prior authorization, care coordination, or healthcare call center operations is preferred.
• Proven experience creating SOPs, training materials, job aids, and structured learning programs.

Technical Knowledge

Strong understanding of:

• Medicare, Medicaid, Commercial Insurance, and Managed Care Plans
• Member enrollment and eligibility verification processes
• Healthcare compliance standards and HIPAA regulations
• Care Management workflows and patient engagement processes

Proficiency in:

• Microsoft Office Suite
• Advanced Excel reporting
• Learning Management Systems (LMS)
• CRM systems and healthcare platforms

Core Competencies

• Excellent presentation and facilitation skills
• Strong coaching and mentoring capabilities
• Curriculum design and development
• Process documentation and SOP creation
• Adaptability and change management
• Performance improvement planning
• Strong verbal and written communication skills
• Analytical and problem-solving abilities
• Ability to collaborate effectively across departments

Preferred Metrics Experience

Candidates with experience tracking and improving the following metrics are highly preferred:

• Training effectiveness scores
• New hire graduation rates
• Time-to-proficiency
• Productivity attainment
• Quality improvement following training interventions