Learning & Development Manager

About the Role

The Learning & Development Manager will lead the design, development, and delivery of all training and capability-building initiatives across our US Healthcare BPO operations. This role is pivotal in ensuring that frontline agents, team leaders, and support staff are fully equipped to meet compliance mandates, quality benchmarks, and client SLAs in a highly regulated healthcare environment.

The ideal candidate brings a blend of instructional design expertise, deep understanding of US healthcare processes (medical billing, coding, claims, prior authorization, denials management, or member/provider services), and a passion for building learning cultures on a scale.

Key Responsibilities:

1. Training Strategy & Program Management

• Own and execute the annual L&D roadmap aligned with business goals, client requirements, and regulatory mandates (HIPAA, CMS guidelines, etc.)
• Design blended learning programs ILT, vILT, eLearning, on-the-job training – for new hire onboarding, refreshers, and upskilling
• Partner with Operations, Quality, Compliance, and Client Success to identify skill gaps and prioritize training interventions
• Manage training calendars, batches, and trainer allocation across sites or work-from-home setups

2. Curriculum & Content Development

• Develop and maintain high-quality training content for core healthcare processes: medical coding (CPT/ICD-10), claims adjudication, prior auth, EOB/ERA processing, and member/provider support
• Create SOPs, job aids, process guides, and assessment tools in line with client-specific requirements and US payer landscape nuances
• Leverage authoring tools (Articulate Storyline, Rise, Adobe Captivate) to build engaging eLearning modules
• Ensure all content is current with regulatory updates (HIPAA, payer policy changes)

3. New Hire & Process Training

• Oversee end-to-end NHO (New Hire Onboarding) for all healthcare process roles – from Day 1 orientation to nesting/go-live certification
• Define and track training KPIs: time-to-proficiency, assessment pass rates, nesting performance, and attrition during training
• Collaborate with QA to establish minimum competency benchmarks before agents move to production

4. Team Leadership & Trainer Development

• Lead, coach, and develop a team of Process Trainers, Content Developers, and LMS Administrators
• Conduct TTT (Train-the-Trainer) sessions and observe trainer delivery to ensure consistency and quality
• Drive a culture of continuous improvement within the L&D function

5. LMS Administration & Learning Analytics

• Oversee LMS (Cornerstone, Docebo, TalentLMS, or similar) governance – course assignments, completion tracking, and reporting
• Generate regular dashboards and insights on training effectiveness (Kirkpatrick Levels 1–3 evaluation)
• Present L&D metrics to senior leadership and client stakeholders

6. Compliance & Regulatory Training

• Ensure timely rollout of mandatory compliance training: HIPAA Privacy & Security, PHI handling, fraud, waste & abuse, workplace conduct
• Maintain audit-ready training records and certification matrices
• Coordinate with compliance teams for periodic re-certification drives

Qualifications & Experience

Required

• Bachelor's degree in Education, Healthcare Administration, Business, or related field
• 6–10 years of L&D experience, with at least 3 years in a BPO or healthcare services environment
• Strong working knowledge of US healthcare revenue cycle, payer operations, or member/provider services
• Hands-on experience designing and delivering training for large (100+ agent) operations
• Proficiency with eLearning authoring tools (Articulate 360, Captivate) and LMS platforms
• Excellent facilitation, presentation, and stakeholder management skills

Preferred

• Master's degree or certification in L&D (CPLP, ATD, SHRM)
• Exposure to Six Sigma / Lean methodologies for process training optimization
• Experience managing multi-site or offshore/nearshore L&D teams
• Familiarity with US payer systems (UHC, Aetna, BCBS, Cigna, Humana) and EMR/EHR platforms