Description:

Job Roles & Responsibilities:

Training Strategy and Leadership:

- Develop and implement a company-wide training and development strategy aligned with business objectives, client needs, and industry best practices.

- Oversee the design, delivery, and continuous improvement of training programs for new hires, existing employees, and leadership teams in the RCM BPO space.

- Lead, mentor, and manage the training department, including trainers and learning and development professionals, to ensure consistent delivery of training across all service lines.

RCM BPO Knowledge Development:

- Ensure training programs address key components of Revenue Cycle Management, including billing, coding, claims management, payer relations, compliance, and regulatory standards.

- Collaborate with subject matter experts (SMEs) to create specialized content for different roles within the RCM process (e.g., medical coders, billing specialists, claim adjudicators).

- Stay current with changes in the healthcare industry and RCM technology to ensure training materials reflect the latest trends, tools, and regulations.

Performance Improvement:

- Analyze operational performance metrics to identify training gaps and areas for improvement and develop targeted programs to address these needs.

- Monitor the effectiveness of training programs through assessments, feedback, and KPIs to ensure training initiatives result in improved employee performance and business outcomes.

- Partner with operations leadership to drive continuous improvement in quality, efficiency, and employee engagement through ongoing training initiatives.

Onboarding and Upskilling:

- Oversee the development and execution of comprehensive onboarding programs for new employees, ensuring a smooth transition into the company and its operations.

- Create and manage upskilling programs for existing staff to increase their knowledge and performance in core RCM functions

Client-Focused Training:

- Ensure that training programs are tailored to the needs of client accounts, focusing on client-specific processes, systems, and expectations.

- Serve as a key point of contact for clients regarding training requirements and ensure that the RCM BPO team consistently meets client standards and expectations.

Compliance and Certification:

- Ensure that all training programs adhere to healthcare industry regulations, compliance standards (e.g., HIPAA), and accreditation requirements.

- Lead efforts to establish and maintain certification programs for employees in relevant areas of RCM, including coding certifications and compliance training.

Budget and Resource Management:

- Manage the training departments budget, ensuring that resources are allocated efficiently across training programs and initiatives.

- Evaluate and incorporate training technologies (LMS platforms, virtual learning tools) to enhance program delivery and learner engagement.

Experience:

- Minimum 12 years of experience in training, learning, or development in the BPO or healthcare industry.

- At least 5 years in a leadership role overseeing large-scale training programs for RCM or similar services.

- In-depth knowledge of Revenue Cycle Management processes, healthcare billing and coding, regulatory compliance, and payer systems.

- Experience working with Learning Management Systems (LMS) and other digital learning platforms