Job Purpose
The Training Director for RCM & A/R leads the end-to-end strategy, governance, and execution of all training programs across the Revenue Cycle domain.
This leader ensures workforce readiness, competency development, and accelerated proficiency for both new and tenured staff, enabling strong operational performance across all A/R functions. The role partners closely with Operations, Client Success, Quality, Compliance, Analytics, and Workforce Management to align curriculum, training interventions, and performance outcomes to SLA and client expectations.
Duties And Responsibilities
Core Tasks
- Own the Training Operating Model for RCM & A/R: skills architecture, curriculum pathways, certification standards, and readiness gates.
- Define annual OKRs for training effectiveness, proficiency acceleration, and curriculum standardization across sites.
- Maintain a unified Training Playbook covering SOPs, module libraries, training pathways, and crosstraining matrices.
- Ensure alignment with client requirements, payer policies, HIPAA/PHI standards, and regulatory guidelines.
- Represent Training in leadership business reviews, client QBRs, and operational governance meetings.
Training Leadership RCM & A/R
- Build and maintain competency frameworks for A/R and all other RCM functions.
- Govern curriculum lifecycle needs analysis design development pilot release versioning.
- Deploy blended learning: simulations, microlearning, workflow practice labs, assessments, and onthefloor nesting models.
- Lead TraintheTrainer certification, trainer calibration, and trainer performance management.
- Oversee onboarding, upskilling, crosstraining, and refresher programs tailored to A/R workflows.
- Ensure strong nesting/transitiontoproduction frameworks with proficiency checkpoints and readiness benchmarks.
Workforce Readiness & Operational Partnership
- Collaborate with Operations and WFM to plan cohorts, manage ramp strategies, and forecast training demand.
- Partner with Quality and Operations for rootcause insights that translate into training interventions.
- Provide structured support for new hires via simulations, huddles, scenariobased training, and guided practice.
- Ensure curriculum reflects latest payer rules, denial trends, coding dependencies, and clientspecific SOP changes.
- Support client onboarding and transitions with SOP readiness, curriculum mapping, and A/R workflow validation.
Analytics & Reporting
- Own dashboards for training effectiveness, speedtoproficiency, module adoption, and certification results.
- Use LMS and BI tools (e.g., Power BI/Tableau) to measure:
- Measure downstream impact of training on operations (e.g., reduction in rework, denials, aged A/R, touches per claim).
Success Metrics / KPIs
- Speed to Proficiency: % achieving role proficiency within target timeline
- Certification Outcomes: Pass rates, retake rates, improvement scores
- Curriculum Accuracy: 100% updates completed per cadence/SOP changes
- Training Impact: Reduction of top errors tied to workflow or knowledge gaps
- Trainee Readiness: ELI metrics trending positive month-over-month
Qualifications
- 810+ years in Revenue Cycle Management, with heavy exposure to A/R, Denials, Appeals, and upstream/downstream RCM tasks.
- At least 5 years in Training leadership roles (Manager/Head/Director).
- Deep knowledge of A/R workflows, payer behavior, denial categories, and claim resolution processes.
- Proven experience designing training architecture and learning pathways for RCM.
- Strong instructional design capability (ADDIE, Bloom's, adult learning principles).
- Advanced Excel, strong PowerPoint skills, experience with LMS and analytics tools.
- Strong stakeholder management across global teams.
- Familiarity with HIPAA/PHI and payer guidelines.
Preferred
- Lean Six Sigma Green or Black Belt
- Experience with workflow tools, EMR/EHR systems (Epic, Cerner, Meditech, etc.)
- Background with ISO or structured quality systems
- SQL or datawrangling basics for reporting
