POSITION SUMMARY

We are seeking a highly autonomous, tech-forward, and experienced Manager to lead the training and development efforts across our Patient Coordinator (inside sales), Billing Call Center, Patient Experience, and Document Control teams.

This role requires a strong strategic mindset and a self-starter who thrives with little to no hand-holding. You will take ownership of our training initiatives, leveraging artificial intelligence and data analytics to identify skill gaps, build robust onboarding programs, and lead a team to execute them effectively. By fostering a culture of continuous development and utilizing modern technology, you will play a vital role in elevating employee performance, increasing productivity, and driving our overarching business goals.

PRIMARY RESPONSIBILITIES

Program Strategy & Development

• Strategic Alignment: Leverage a strong strategic mindset to align all training initiatives with the company’s long-term business objectives and operational goals.
• AI Integration: Utilize artificial intelligence tools to optimize the creation of training materials, automate administrative workflows, and enhance modern e-learning experiences.
• Identify Training Needs: Collaborate with supervisors and line managers across PCs, Billing, Patient Experience, and Document Control to assess current and future training requirements through job analysis, career pathing, and performance appraisals.
• Design Training Plans: Develop individualized and team-wide training and development plans that address operational expectations.
• Curate Materials: Review, select, and maintain training resources to ensure they are current, accurate, and highly effective.
• Tailor Methodology: Deploy a wide variety of modern and traditional training methods (mentoring, coaching, on-the-job, in-classroom, e-learning, workshops, and simulations) to suit different adult learning styles.

Execution & Leadership

• Lead Initiatives: Take extreme ownership of training rollouts from conception to completion, requiring minimal direction or supervision.
• Manage the Team: Oversee the daily activities of training associates and consultants, ensuring alignment and high-quality delivery.
• Lead Onboarding: Conduct effective induction and orientation sessions to ensure new hires are rapidly and thoroughly prepared for their roles.
• Continuous Learning: Provide structured opportunities for ongoing employee development and upskilling.
• Troubleshoot & Adapt: Resolve any specific performance or comprehension problems and tailor training programs in real-time as necessary.

Measurement, Data Analytics & KPIs

• Data-Driven Assessment: Leverage data analytics to track employee performance, measure training ROI, and objectively evaluate program effectiveness to ensure company standards are met.
• Track KPIs: Maintain, analyze, and communicate training Key Performance Indicators (KPIs) to executive leadership, translating data into actionable insights.
• Industry Alignment: Maintain a keen understanding of training trends, technological developments, and best practices.

QUALIFICATIONS

• Experience: 5+ years of experience leading training programs, ideally for inside sales or revenue-generating teams. Familiarity with recognized sales methodologies (e.g., Sandler, The Challenger Sale, SPIN) is a major plus.
• Education: Bachelor’s degree in Education, Human Resources, Business, or a related field is preferred.
• Certifications (Preferred): Standout candidates will hold credentials in L&D (e.g., CPTD, APTD), process improvement (e.g., Lean Six Sigma Green/Black Belt), or healthcare compliance and billing (e.g., CPB, CPC, HIPAA).
• Industry Knowledge: A background in medical billing, healthcare document control, or patient experience is highly preferred.
• Language: Bilingual (English and Spanish) is strongly preferred.
• Technical Skills: Highly tech-savvy with proficiency in Learning Management Systems (LMS), generative AI tools, data analytics platforms (e.g., Snowflake, Power BI), and instructional design software (e.g., Articulate 360).
• Communication: Excellent communication, writing, and leadership skills, with a strong ability to produce clear reports and training manuals.

KNOWLEDGE, SKILLS, AND ABILITIES

• Self-Driven Owner: Highly independent; requires little to no hand-holding and takes complete ownership of projects and team outcomes.
• Tech-Forward & Analytical: Adept at leveraging modern technology, AI, and data analytics to scale training efforts and measure impact objectively.
• Strategic Thinker: Hypothesis-driven with the ability to see the "big picture" and anticipate future organizational training needs based on data.
• Patient-Centric: A deep passion for driving a positive patient experience through well-trained staff.
• Problem Solver: Superior problem-solving skills to measure what works, fix what doesn't, and proactively overcome roadblocks.
• Detail-Oriented: Close attention to detail, especially regarding healthcare compliance and document control standards.
• Adaptable: Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Prioritization: Ability to work on multiple tasks, manage time effectively, and prioritize work in a fast-paced environment.
• Collaborative: Exceptional ability to work cross-functionally as a team player with leaders from diverse departments.
• Flexible: Willingness to work extended hours as necessary to support training rollouts or critical business needs.