TRAINING MANAGER

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Training Manager – Healthcare Programs

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 excellence.


Key Responsibilities
Training Leadership & Program Management
Lead the successful delivery of New Hire, Refresher, Upskilling, Cross-Training, Compliance, and Performance Improvement training programs across healthcare lines of business.
Ensure training programs are aligned with client requirements, business objectives, operational goals, and regulatory standards.
Oversee instructor-led, virtual, hybrid, and self-paced learning environments to maximize learner engagement and knowledge retention.
Support the implementation of new client launches, program expansions, process updates, system enhancements, and business transformation initiatives.
Evaluate training effectiveness through performance data, learner feedback, quality results, and operational outcomes, implementing continuous improvement initiatives as needed.
Partner with instructional design and curriculum teams to enhance learning materials, job aids, assessments, and training content.

Healthcare Compliance & Regulatory Oversight
Ensure all healthcare training programs comply with applicable healthcare regulations and client requirements, including:
HIPAA and Protected Health Information (PHI) standards
CMS regulations and guidelines
Medicare and Medicaid requirements
Marketplace (ACA) and Commercial Health Plan regulations
Fraud, Waste, and Abuse (FWA) requirements
Client-specific compliance, audit, and certification standards
Partner with Compliance, Quality Assurance, and Client stakeholders to support audits, certifications, and regulatory reviews.
Ensure completion and documentation of all mandatory compliance training, annual recertifications, and continuing education requirements.

Performance Management & Business Results
Monitor learner performance throughout training, nesting, and early production phases.
Analyze and report on key training performance indicators, including:
Graduation rates
Assessment and certification scores
Throughput and readiness metrics
Nesting performance
Quality scores
Attrition and retention trends
Early-tenure performance outcomes
Conduct training needs analyses and implement targeted interventions to address performance gaps.
Partner with Operations leaders to improve learner readiness, accelerate speed-to-proficiency, and drive operational performance.

People Leadership & Team Development
Lead, coach, mentor, and develop Trainers, Assistant Trainers, Training Specialists, and SMEs.
Conduct regular observations, calibrations, coaching sessions, and performance reviews to ensure consistent training excellence.
Establish individual development plans and succession planning strategies for training team members.
Foster a culture of accountability, engagement, innovation, collaboration, and continuous improvement.
Support talent development initiatives that build future training leaders and healthcare subject matter experts.

Cross-Functional Partnership
Collaborate with Operations, QA, Compliance, WFM, HR, Talent Acquisition, IT, Client Services, and other business partners to ensure workforce readiness and training effectiveness.
Participate in client meetings, business reviews, calibration sessions, readiness assessments, and operational planning activities.
Support workforce planning efforts by aligning training resources with hiring forecasts, client demand, and business growth initiatives.
Serve as a key stakeholder during healthcare program implementations, transitions, and process improvements.
 

Reporting, Administration & Governance
Maintain accountability for training administration and reporting, including:
Attendance and compliance tracking
Assessment and certification management
Graduation and attrition reporting
Training scorecards and dashboards
Learner performance reporting
Client and leadership deliverables
Ensure all training documentation, learner records, SOPs, and program materials remain accurate, compliant, and audit-ready.
Support training environment readiness, including system access, platform validation, and training technology requirements.
Maintain governance standards and ensure adherence to company policies and healthcare compliance requirements.

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).
   

Preferred

• Experience supporting multiple healthcare clients and lines of business simultaneously.
• Experience in healthcare enrollment, member services, provider services, claims, authorizations, utilization management, care coordination, or population health programs.
• Certification in Learning & Development, Adult Learning, Instructional Design, Facilitation, Healthcare Compliance, or Organizational Development.
• Experience leading training initiatives across multiple sites, regions, or global operations.
• Experience developing training scorecards, dashboards, and workforce readiness frameworks.

Skills & Competencies
Strong leadership and people development skills
Excellent facilitation, presentation, and coaching abilities
Strong business acumen and operational understanding
Exceptional analytical and problem-solving skills
Effective stakeholder management and relationship-building capabilities
Strong project management and organizational skills
Ability to influence cross-functional teams and drive results
Excellent written and verbal communication skills
Ability to manage multiple priorities in a fast-paced, highly regulated healthcare environment
Results-driven mindset with a focus on continuous improvement and learner success
 

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!