Training Specialist

Training Specialist

Are you passionate about empowering teams through impactful training programs? Do you have hands-on expertise in medical claims evaluation and a strong understanding of health insurance policy interpretation? If so, we have an exciting opportunity for you!

We are seeking a Training Specialist – Medical Claims & Contact Centre Enablement to join our dynamic Global Operations team. In this role, you will design, deliver, and continuously improve training programs for medical claims assessors (non-voice) and call centre advisors (voice). You will play a pivotal role in ensuring learning interventions drive performance, accuracy, customer experience, and compliance across our global operations.

Key Responsibilities:

As a Training Specialist, you will:

• Deliver instructor-led training (in-person or remotely) for global operations, ensuring engaging and effective learning experiences.
• Develop training and onboarding programs using proven methodologies and adult learning principles tailored to business needs.
• Conduct new hire onboarding for medical claims and call centre staff, ensuring rapid path-to-proficiency and acclimation to the business.
• Collaborate with Instructional Designers to create and update training materials, manuals, and e-learning courses.
• Facilitate voice-based simulations, call listening sessions, and live role plays based on real claims scenarios.
• Evaluate and update training content to reflect changes in IT systems, regulatory/compliance requirements, and product/process updates.
• Support the implementation of monthly training plans to address knowledge gaps and improve performance.
• Measure the impact of training through quantitative and qualitative feedback, ensuring continuous improvement.
• Act as a Subject Matter Expert (SME) to provide guidance and support to staff on complex claims and processes.
• Drive innovation and create new business opportunities by utilizing Generative AI and Emerging Technologies.