PRINCIPLE PURPOSE OF JOB
To ensure frontline agents are effectively onboard and continuously upskilled, empowering them to comply with client and organizational standards while delivering high-quality service. The ideal candidate will possess a strong background in training program development and delivery, team leadership, and instructional design. This role requires a highly organized individual who is passionate about learning, has excellent communication skills, and can foster a high-performance training culture aligned with organizational goals.
JOB ROLES & RESPONSIBILITIES
- Design training programs (e‑learning modules, workshops, manuals) centered on key processes.
- Deliver live training sessions—ensuring clarity, engagement, and knowledge retention.
- Develop assessments and feedback mechanisms to gauge comprehension and effectiveness.
- Continuously update materials based on changes, feedback, and evolving best practices.
- Partner with SMEs and stakeholders to customize training to varied team needs.
- Collect and analyze training metrics to identify areas for course improvement.
- Conduct engaging classroom training sessions for new hires employees.
- Ensure seamless execution of the Classroom Training (CRT) program and On-The-Job Training (OJT), monitoring learner progress.
- Facilitate Train-the-Trainer (TTT) sessions and provide coaching and feedback to trainers to continuously improve performance.
- Creating modules as per the SLA and business requirements.
- Documenting the performance of the trainees and sending it for evaluation to be required stakeholders.
- Establish and monitor KPIs to measure training effectiveness, employee development, and knowledge retention.
- Facilitate New User Onboarding ensuring proper access to tools (Manage the setup for new users, including tool access requests, role assignment, alignment with business units, client coordination, and people alignment).
- Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning.
- May support Instructional Design team in designing and developing training materials for various instructional delivery.
- Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys.
- Lead onboarding sessions for new joiners and continuous learning modules for existing employees.
Qualification:
- Bachelor's degree in education, Healthcare, Human Resources, or a related field.
- Minimum 2+ years of experience in training, including at least 2 years in a leadership role.
- Graduate of any Medical Allied courses & Must be CPC certified with coding audit experience
- Experience in US healthcare.
- Strong experience in creating structured, engaging, and outcome-based training content.
