Job Role 1. Training Strategy and Leadership: Develop and implement a company-wide training and development strategy aligned with business objectives, client needs, and industry best practices. Oversee the design, delivery, and continuous improvement of training programs for new hires, existing employees, and leadership teams in the RCM BPO space. Lead, mentor, and manage the training department, including trainers and learning and development professionals, to ensure consistent delivery of training across all service lines. 2. RCM BPO Knowledge Development: Ensure training programs address key components of Revenue Cycle Management, including billing, coding, claims management, payer relations, compliance, and regulatory standards. Collaborate with subject matter experts (SMEs) to create specialized content for different roles within the RCM process (e.g., medical coders, billing specialists, claim adjudicators). Stay current with changes in the healthcare industry and RCM technology to ensure training materials reflect the latest trends, tools, and regulations. 3. Performance Improvement: Analyze operational performance metrics to identify training gaps and areas for improvement and develop targeted programs to address these needs. Monitor the effectiveness of training programs through assessments, feedback, and KPIs to ensure training initiatives result in improved employee performance and business outcomes. Partner with operations leadership to drive continuous improvement in quality, efficiency, and employee engagement through ongoing training initiatives. 4. Onboarding and Upskilling: Oversee the development and execution of comprehensive onboarding programs for new employees, ensuring a smooth transition into the company and its operations. Create and manage upskilling programs for existing staff to increase their knowledge and performance in core RCM functions. 5. Client-Focused Training: Ensure that training programs are tailored to the needs of client accounts, focusing on client-specific processes, systems, and expectations. Serve as a key point of contact for clients regarding training requirements and ensure that the RCM BPO team consistently meets client standards and expectations. 6. Compliance and Certification: Ensure that all training programs adhere to healthcare industry regulations, compliance standards (e.g., HIPAA), and accreditation requirements. Lead efforts to establish and maintain certification programs for employees in relevant areas of RCM, including coding certifications and compliance training. 7. Budget and Resource Management: Manage the training departments budget, ensuring that resources are allocated efficiently across training programs and initiatives. Evaluate and incorporate training technologies (LMS platforms, virtual learning tools) to enhance program delivery and learner engagement. Desired Skills Education: Bachelor's degree in Healthcare Management, Business Administration, or related field. A Masters degree is a plus. Experience: Minimum 15 years of experience in training, learning, or development in the BPO or healthcare industry. At least 5 years in a leadership role overseeing large-scale training programs for RCM or similar services. In-depth knowledge of Revenue Cycle Management processes, healthcare billing and coding, regulatory compliance, and payer systems. Experience working with Learning Management Systems (LMS) and other digital learning platforms. Skills: Strong leadership and team management skills with the ability to inspire and motivate staff. Excellent communication, presentation, and interpersonal skills. Proven ability to develop and execute training programs that drive measurable performance improvements. Analytical mindset with the ability to assess training effectiveness and make data-driven decisions. Proficiency in project management and resource allocation.
