Key Responsibilities:
1. Training Delivery
- Conduct engaging and effective new hire inductions, process-specific, and tool-based training sessions.
- Facilitate refresher training programs to address performance gaps and ensure continuous learning.
2. Content Development
- Design, develop, and update training modules, standard operating procedures (SOPs), and knowledge base documents.
- Collaborate with process experts to maintain accuracy and relevance of content.
3. Training Needs Analysis
- Partner with Quality Assurance and Operations teams to identify skill gaps.
- Develop action plans and tailored learning interventions to meet training needs.
4. Skill Assessment & Evaluation
- Evaluate the effectiveness of training through Kirkpatrick Model, knowledge assessments, and feedback surveys.
- Track post-training performance to measure learning impact.
5. Mentorship & Support
- Offer one-on-one coaching and feedback sessions to employees for performance improvement.
- Act as a learning consultant to team leads and managers on process capability enhancement.
6. Calibration & Compliance
- Conduct and participate in calibration sessions to maintain process consistency and standardization.
- Ensure all training content adheres to the latest policy and product updates.
Key Performance Indicators (KPIs):
- Training Effectiveness: Achievement of learning objectives and improved process adherence.
- Employee Performance: Observable improvement in productivity and quality metrics post-training.
- Knowledge Retention: Assessed through quizzes, audits, and post-training evaluations.
- Compliance: All training materials updated and aligned with latest business and regulatory requirements.
Required Skills & Qualifications:
- Excellent communication, presentation, and interpersonal skills.
- Strong understanding of US Healthcare processes such as Release of Information, Claims Adjudication/Adjustment, Medical Billing, and Revenue Cycle Management (RCM).
- Prior experience in training, coaching, or mentoring roles within healthcare operations.
- Proficiency in MS Office and e-learning tools preferred.
- Ability to work in flexible/rotational shifts as per business requirements.
- Healthcare document retrieval experience will be an added advantage.
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