Training & Document Control Manager

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), gene