L&D Manager
1. Training Strategy & Program Management<\/b>
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\u2022 Own and execute the annual L&D roadmap aligned with business goals, client requirements, and regulatory \nmandates (HIPAA, CMS guidelines, etc.) \n\u2022 Design blended learning programs \u2013 ILT, vILT, eLearning, on\-the\-job training \u2013 for new hire onboarding, \nrefreshers, and upskilling
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\u2022 Partner with Operations, Quality, Compliance, and Client Success to identify skill gaps and prioritize training \ninterventions
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\u2022 Manage training calendars, batches, and trainer allocation across sites or work\-from\-home setups
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2. Curriculum & Content Development<\/b>
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\u2022 Develop and maintain high\-quality training content for core healthcare processes: medical coding \n(CPT/ICD\-10), claims adjudication, prior auth, EOB/ERA processing, and member/provider support
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\u2022 Create SOPs, job aids, process guides, and assessment tools in line with client\-specific requirements and \nUS payer landscape nuances
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\u2022 Leverage authoring tools (Articulate Storyline, Rise, Adobe Captivate) to build engaging eLearning modules
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\u2022 Ensure all content is current with regulatory updates (HIPAA, payer policy changes)
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3. New Hire & Process Training<\/b>
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\u2022 Oversee end\-to\-end NHO (New Hire Onboarding) for all healthcare process roles \u2013 from Day 1 orientation \nto nesting/go\-live certification
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\u2022 Define and track training KPIs: time\-to\-proficiency, assessment pass rates, nesting performance, and \nattrition during training
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\u2022 Collaborate with QA to establish minimum competency benchmarks before agents move to production
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4. Team Leadership & Trainer Development<\/b>
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\u2022 Lead, coach, and develop a team of Process Trainers, Content Developers, and LMS Administrators
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\u2022 Conduct TTT (Train\-the\-Trainer) sessions and observe trainer delivery to ensure consistency and quality
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\u2022 Drive a culture of continuous improvement within the L&D function
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5. LMS Administration & Learning Analytics<\/b>
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\u2022 Oversee LMS (Cornerstone, Docebo, TalentLMS, or similar) governance \u2013 course assignments, completion \ntracking, and reporting
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\u2022 Generate regular dashboards and insights on training effectiveness (Kirkpatrick Levels 1\u20133 evaluation)
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\u2022 Present L&D metrics to senior leadership and client stakeholders
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6. Compliance & Regulatory Training<\/b>
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\u2022 Ensure timely rollout of mandatory compliance training: HIPAA Privacy & Security, PHI handling, fraud, \nwaste & abuse, workplace conduct
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\u2022 Maintain audit\-ready training records and certification matrices
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\u2022 Coordinate with compliance teams for periodic re\-certification drives
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Requirements<\/h3>
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Requirements<\/h3>Qualifications & Experience \nRequired<\/b>
<\/div>\u2022 Bachelor's degree in Education, Healthcare Administration, Business, or related field
<\/div>\u2022 6\u201310 years of L&D experience, with at least 3 years in a BPO or healthcare services environment
<\/div>\u2022 Strong working knowledge of US healthcare revenue cycle, payer operations, or member/provider services
<\/div>\u2022 Hands\-on experience designing and delivering training for large (100+ agent) operations
<\/div>\u2022 Proficiency with eLearning authoring tools (Articulate 360, Captivate) and LMS platforms
<\/div>\u2022 Excellent facilitation, presentation, and stakeholder management skills
<\/div>\nPreferred<\/b>
<\/div>\u2022 Master's degree or certification in L&D (CPLP, ATD, SHRM)
<\/div>\u2022 Exposure to Six Sigma / Lean methodologies for process training optimization
<\/div>\u2022 Experience managing multi\-site or offshore/nearshore L&D teams
<\/div>\u2022 Familiarity with US payer systems (UHC, Aetna, BCBS, Cigma, Humana) and EMR/EHR platforms
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\u2022 Bachelor's degree in Education, Healthcare Administration, Business, or related field
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\u2022 6\u201310 years of L&D experience, with at least 3 years in a BPO or healthcare services environment
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\u2022 Strong working knowledge of US healthcare revenue cycle, payer operations, or member/provider services
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\u2022 Hands\-on experience designing and delivering training for large (100+ agent) operations
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\u2022 Proficiency with eLearning authoring tools (Articulate 360, Captivate) and LMS platforms
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\u2022 Excellent facilitation, presentation, and stakeholder management skills
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\nPreferred<\/b>
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\u2022 Master's degree or certification in L&D (CPLP, ATD, SHRM)
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\u2022 Exposure to Six Sigma / Lean methodologies for process training optimization
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\u2022 Experience managing multi\-site or offshore/nearshore L&D teams
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\u2022 Familiarity with US payer systems (UHC, Aetna, BCBS, Cigma, Humana) and EMR/EHR platforms
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