Job Description
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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