Facilitate new hire, upskilling, refresher, and ongoing training in classroom and/or virtual environments.
Deliver just-in-time (JIT) and nesting/OJT support, coaching learners on client processes and expectations in real-world program contexts.
Complete and maintain certification through the client-led Train-the-Trainer program.
Prepare and submit training reports, scorecards, nesting dashboards, and certification trackers accurately and on time.
Maintain training documentation and materials, ensuring alignment with client requirements and program standards.
Manage training schedules, logistics, and learning resource inventories.
Monitor learner progress through case simulations, knowledge checks, and performance metrics.
Provide feedback, coaching, and remediation during nesting/OJT to ensure learners meet clinical and operational standards before production sign-off.
Partner with Operations and Quality teams to embed client program requirements into training delivery.
Provide recommendations to clients for curriculum enhancements based on learner feedback, operational performance, and compliance needs.
Design and deliver refresher and upskilling modules based on client updates, NPS trends, or Quality opportunities.
Stay current with payer policies, client requirements, and best practices in adult learning.
Coach and facilitate training in case handling, effective call management, and customer experience performance (including NPS).
