Trainer and Quality Analyst Spec

Role Purpose:

To design, deliver, and sustain effective training programs, monitor service quality, and implement targeted performance improvement initiatives that drive high-quality virtual visit facilitation, patient satisfaction, and revenue recovery.

Key Responsibilities:

1. Training & Development

• Identify and assess the training needs of the organization through job analysis, career paths, and consultation with managers.
• Design and deliver engaging onboarding programs for new hires, covering:
• EPIC Book-It & RTE (scheduling and insurance verification)
• Care Connect (patient engagement and communication)
• MyChart / Amwell (virtual visit facilitation)
• HelloWorld (real-time co-pay and prepayment collection)
• OneSource & payer websites (insurance verification)
• Create and maintain up-to-date SOPs, training materials, and job aids.
• Facilitate refresher sessions and upskilling programs to align with process changes or client requirements.
• Conduct system simulations and role-play activities to reinforce learning.
• Track training completion, pass rates, and retention scores.
• Create a curriculum to facilitate strategic training based on the organization's goals.
• Keep abreast of training trends, developments, and best practices.
• Effectively communicate with team members and management.
• Drive brand values and philosophy through all training and development activities.

2. Quality Assurance & Monitoring

• Monitor live and recorded calls/chats using Calabrio to ensure process adherence, service quality, and compliance with HIPAA regulations.
• Evaluate accuracy in:
• Insurance verification
• Co-pay/prepayment collection
• Documentation and EPIC updates
• Return visit scheduling
• Develop and maintain QA scoring rubrics to ensure consistent evaluation.
• Facilitate calibration sessions with other QA staff and Team Leads for scoring alignment.
• Document QA findings and provide actionable recommendations.
• Send Reports based on QA Analysis and Output
• Conduct touch base/huddles to discuss QA Output/Analysis with assigned teams
• Raise process improvement recommendations to stakeholders (Ops, Client, etc.)

3. Performance Coaching

• Analyze QA results and KPI trends via Power BI to identify improvement opportunities.
• Conduct one-on-one or group coaching sessions focused on performance gaps.
• Partner with Team Leads to create targeted action plans for low performers.
• Monitor post-coaching results and measure improvement rates.

4. Compliance & Best Practices

• Ensure all training and QA activities comply with HIPAA, patient privacy, and data security requirements.
• Promote best practices in patient communication, payment security, and system navigation.
• Collaborate with operations leadership to implement process enhancements.

Judgement

• Using data and feedback to continuously improve the programs and making recommendations for changes and improvements.
• Identify trends in training needs and program effectiveness. Use data to increase decision—making for training initiatives, subsequently improving their chances of success.

Qualifications:

• Minimum 2 years of experience in healthcare BPO training, quality assurance, or process improvement.
• Strong understanding of revenue cycle management and virtual healthcare workflows.
• Proficiency in EPIC, Care Connect, HelloWorld, and insurance verification processes.
• Experience in quality monitoring tools (Calabrio) and analytics platforms (Power BI).
• Excellent facilitation, feedback, and coaching skills.
• Strong written and verbal communication skills with the ability to train in both virtual and in-person formats.

Process Related Knowledge/ Skills

• Ability to carefully listen and negotiate with callers, especially the elders.
• Ability to effectively communicate products and services to callers.
• Experience in direct-to-consumer collections
• Knowledge of billing all state-funded/MCD-type agencies
• Experience handling Invoice submissions to payers
• Experience handling Late bill submissions
• Experience handling missing payments and Overpayments.
• Strong exp with excel, billing software, MS Office, and insurance portals