1. Training Strategy & Program Management
• Own and execute the annual L&D roadmap aligned with business goals, client requirements, and regulatory
mandates (HIPAA, CMS guidelines, etc.)
• Design blended learning programs – ILT, vILT, eLearning, on -the -job training – for new hire onboarding,
refreshers, and upskilling
• Partner with Operations, Quality, Compliance, and Client Success to identify skill gaps and prioritize training
interventions
• Manage training calendars, batches, and trainer allocation across sites or work -from -home setups
2. Curriculum & Content Development
• Develop and maintain high -quality training content for core healthcare processes: medical coding
(CPT/ICD -10), claims adjudication, prior auth, EOB/ERA processing, and member/provider support
• Create SOPs, job aids, process guides, and assessment tools in line with client -specific requirements and
US payer landscape nuances
• Leverage authoring tools (Articulate Storyline, Rise, Adobe Captivate) to build engaging eLearning modules
• Ensure all content is current with regulatory updates (HIPAA, payer policy changes)
3. New Hire & Process Training
• Oversee end -to -end NHO (New Hire Onboarding) for all healthcare process roles – from Day 1 orientation
to nesting/go -live certification
• Define and track training KPIs: time -to -proficiency, assessment pass rates, nesting performance, and
attrition during training
• Collaborate with QA to establish minimum competency benchmarks before agents move to production
4. Team Leadership & Trainer Development
• Lead, coach, and develop a team of Process Trainers, Content Developers, and LMS Administrators
• Conduct TTT (Train -the -Trainer) sessions and observe trainer delivery to ensure consistency and quality
• Drive a culture of continuous improvement within the L&D function
5. LMS Administration & Learning Analytics
• Oversee LMS (Cornerstone, Docebo, TalentLMS, or similar) governance – course assignments, completion
tracking, and reporting
• Generate regular dashboards and insights on training effectiveness (Kirkpatrick Levels 1–3 evaluation)
• Present L&D metrics to senior leadership and client stakeholders
6. Compliance & Regulatory Training
• Ensure timely rollout of mandatory compliance training: HIPAA Privacy & Security, PHI handling, fraud,
waste & abuse, workplace conduct
• Maintain audit -ready training records and certification matrices
• Coordinate with compliance teams for periodic re -certification drives
Requirements
Qualifications & Experience
Required
• Bachelor's degree in Education, Healthcare Administration, Business, or related field
• 6–10 years of L&D experience, with at least 3 years in a BPO or healthcare services environment
• Strong working knowledge of US healthcare revenue cycle, payer operations, or member/provider services
• Hands -on experience designing and delivering training for large (100+ agent) operations
• Proficiency with eLearning authoring tools (Articulate 360, Captivate) and LMS platforms
• Excellent facilitation, presentation, and stakeholder management skills
Preferred
• Master's degree or certification in L&D (CPLP, ATD, SHRM)
• Exposure to Six Sigma / Lean methodologies for process training optimization
• Experience managing multi -site or offshore/nearshore L&D teams
• Familiarity with US payer systems (UHC, Aetna, BCBS, Cigma, Humana) and EMR/EHR platforms
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