Key Responsibilities

Training Program Development & Standardization

• Design and implement standardized onboarding programs for:

o Contact center agents (Commercial, MA, ASO, etc.)

o Claims adjudicators (Professional, Institutional, COB, Adjustments, Recovery)

• Build structured training curricula, modules, lesson plans, and facilitator guides.

• Develop knowledge, assessments, and certification requirements.

• Establish formal certification and re-certification standards.

• Ensure all accounts follow a consistent enterprise training framework.

• Prioritize high-risk accounts and implement targeted training remediation plans.

• Personally facilitate new hire and remediation training sessions as needed.

• Conduct live QA audits and side-by-side coaching sessions.

• Step into production (claims processing or call handling) when necessary to understand workflow challenges.

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