Training Manager - Healthcare

Position Summary

The Training Manager – Healthcare Programs is responsible for leading the delivery, execution, and continuous improvement of training initiatives supporting U.S. healthcare contact center operations. This role oversees Trainers, Assistant Trainers, Training Specialists, and Subject Matter Experts (SMEs) to ensure employees are equipped with the knowledge, skills, and compliance requirements necessary to meet client, regulatory, quality, and operational expectations.

The Training Manager serves as a strategic partner to Operations, Quality Assurance, Compliance, Workforce Management, Talent Acquisition, Human Resources, Information Technology, and Client Services teams to drive workforce readiness, improve performance outcomes, and support business growth across Medicare, Medicaid, Marketplace (ACA), Commercial Health Plans, Managed Care, Provider Services, Care Management, and other healthcare lines of business.

This role is responsible for developing high-performing training teams, ensuring regulatory compliance, enhancing learner performance, and fostering a culture of continuous learning and operational

Qualifications & Experience

Required

• Bachelor's Degree in Education, Business Administration, Healthcare Administration, Organizational Development, Human Resources, or a related field; equivalent experience may be considered.
• Minimum 5 years of experience in contact center, BPO, healthcare operations, or healthcare services environments.
• Minimum 3 years of experience leading training teams, managing trainers, or overseeing learning and development programs.
• Minimum 3 years of experience supporting U.S. healthcare programs within payer, provider, managed care, healthcare services, or healthcare contact center environments.
• Demonstrated experience supporting one or more of the following healthcare lines of business: Medicare, Medicaid, Marketplace (ACA), Commercial Health Plans, Managed Care, Provider Services, Care Management, Enrollment and Member Services
• Proven experience managing New Hire, Compliance, Upskilling, Refresher, and Performance Improvement training programs within regulated healthcare environments.
• Strong working knowledge of: HIPAA and PHI Privacy Standards, CMS Regulations and Guidelines, Fraud, Waste, and Abuse (FWA), Medicare and Medicaid compliance requirements, Healthcare audit and regulatory requirements.
• Experience analyzing training performance metrics and implementing improvement strategies to enhance learner and business outcomes.

Experience partnering with Operations, Quality Assurance, Compliance, Workforce Management, Talent Acquisition, Human Resources, and Client stakeholders.

Advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) and Learning Management Systems (LMS).