Medical Trainer

HDFC ERGO; Mumbai; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

HDFC ERGO is seeking a Growth-focused Training & Quality professional to lead the design and delivery of training for claims adjudicators, including onboarding and certification.

You will drive TNA, partner with operations, monitor quality, conduct RCA, and publish MIS. Prior leadership in training/quality and strong knowledge of medical and insurance terminologies are essential.

Qualifications

• Doctor's degree mandatory.
• 58 years of experience in training, quality, or process excellence.
• Prior experience in team handling or leading training/quality functions preferred.
• Good understanding of medical Terminologies and insurance Terminologies.

Responsibilities

• Lead design and delivery of process training, soft skills training, medical training and product refreshers for new and existing claims adjudicators.
• Conduct Training Needs Analysis (TNA) based on performance trends, quality results, and feedback from operations.
• Ensure new hires receive effective onboarding, process knowledge, and certification before going live.
• Partner with operations and product teams to update training content when processes, systems, or policies change.
• Monitor to ensure adherence to quality standards and process guidelines.
• Ensure sampling, scoring, and feedback processes are conducted consistently and within defined timelines.
• Identify error trends, non-compliance issues, and skill gaps; drive corrective actions with supervisors and team leaders.
• Improve error rates- financial and non financial, compliance.
• Conduct RCA for performance or quality gaps and drive action plans.
• Implement process improvements that reduce errors, AHT, repeat calls, and customer complaints.
• Conduct regular calibration sessions with operations, vendor partners (if any), and leadership teams to ensure alignment on quality standards.
• Prepare and publish weekly and monthly MIS on training effectiveness, quality scores, error trends, and process compliance.
• Present insights to leadership and recommend actionable improvements.
• Maintain audit readiness through proper documentation, sample management, and corrective actions.

Skills

Training design

Soft skills training

Process training

Training Needs Analysis

Onboarding

Content development

Quality monitoring

Process improvement

Root Cause Analysis

MIS reporting

Leadership

Education

Doctor's degree

Job description

Roles & Responsibility

Training Strategy & Delivery

• Lead the design and execution of process training, soft skills training, medical traning and product refreshers for new and existing claims adjudicators
• Conduct Training Needs Analysis (TNA) based on performance trends, quality results, and feedback from operations.
• Ensure new hires receive effective onboarding, process knowledge, and certification before going live.
• Partner with operations and product teams to update training content whenever processes, systems, or policies change.

Quality Monitoring & Process Compliance

• Monitoring to ensure adherence to quality standards and process guidelines.
• Ensure sampling, scoring, and feedback processes are conducted consistently and within defined timelines.
• Identify error trends, non-compliance issues, and skill gaps; drive corrective actions with supervisors and team leaders.
• Improve Error rates- financial and non financial, compliance.

Process Improvement & Customer Experience

• Conduct RCA (Root Cause Analysis) for performance or quality gaps and drive action plans
• Implement process improvements that reduce errors, AHT, repeat calls, and customer complaints.
• Conduct regular calibration sessions with operations, vendor partners (if any), and leadership teams to ensure alignment on quality standards.

Performance Reporting

• Prepare and publish weekly and monthly MIS on training effectiveness, quality scores, error trends, and process compliance.
• Present insights to leadership and recommend actionable improvements.
• Maintain audit readiness through proper documentation, sample management, and corrective actions

Key Requirements Education & Experience

• Doctors Degree Mandatory
• 58 years of experience in training, quality, or process excellence
• Prior experience in team handling or leading training/quality functions is preferred
• Good understanding of medical Terminologies and insurance Terminologies