Assistance Continuity Curator

International Medical Group; Indianapolis (IN); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Monthly performance bonus

Medical / RX / Dental/Vision Insurance

401k Plan with company match

Paid Parental Leave

Tuition Reimbursement

Paid Time Off

Job summary

International Medical Group is seeking an experienced Continuity Curator to develop, maintain, and improve SOPs, training programs, and client communication standards across global assistance operations. This role partners with Assistance Leadership, L&D, QA, and cross-functional teams to standardize documentation, strengthen readiness, and ensure compliant service delivery.

The position supports new client implementations, onboarding programs, and ongoing employee development in a hybrid model

Qualifications

• 3-5 years in assistance services, healthcare coordination, insurance operations, or related field
• Strong understanding of SOP-driven environments and process adherence
• Experience developing training materials or supporting onboarding programs
• Excellent written and verbal communication skills
• Strong attention to detail and organizational skills
• Ability to translate complex processes into clear structured guidance

Responsibilities

• Own and maintain client SOPs and internal operational process documentation
• Ensure SOPs are accurate and aligned with client requirements and contractual expectations
• Conduct routine audits to identify gaps and outdated content
• Standardize SOP structure to improve usability and consistency across teams
• Partner with leadership to validate process changes and operational requirements
• Develop and maintain SOP-based training programs including instructor-led materials and eLearning
• Translate workflows into structured training content and scenarios
• Support onboarding and new hire training activities
• Identify training needs from QA trends and client feedback
• Develop targeted refresher training to reinforce accuracy and consistency
• Assist in new client implementations and go-live SOP preparation
• Ensure training materials reflect HIPAA and data privacy requirements
• Collaborate with cross-functional teams to scale training programs

Skills

SOP governance

Training development

Communication skills

Process improvement

Onboarding support

Tools

PowerPoint

Articulate

UKG Pro Learning

Job description

As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind

We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for travelers.

Job Summary

The Assistance Continuity Curator is responsible for the development, maintenance, and continuous improvement of Assistance Standard Operating Procedures (SOPs), training programs, and client communication standards. This role serves as a key operational partner to Assistance Leadership and Learning & Development (L&D) to ensure that all processes are clearly documented, consistently applied, and effectively taught across the organization.

The Continuity Curator plays a critical role in supporting new client implementations, onboarding programs, and ongoing employee development to drive operational excellence and high-quality service delivery. This position partners closely with leaders, trainers, QA, and cross-functional stakeholders to standardize documentation, strengthen readiness, and promote consistent, compliant service delivery across global assistance operations.

Job Details

• Location: Indianapolis, IN. Hybrid scheduling options available
• Day shift schedule
• Qualified candidates must be legally authorized to be employed in the United States. IMG will not be providing sponsorship for employment visa status (e.g., H-1B or TN status) for this position

Perks

• Monthly performance bonus (*must meet department standards and qualifications)
• Comprehensive Benefits package including Medical / RX / Dental/Vision Insurance
• 401k Plan with company match
• Paid Parental Leave
• Tuition Reimbursement
• Paid Time Off

Duties and Responsibilities

SOP Management & Governance

• Own and maintain all client SOPs and internal operational process documentation.
• Ensure SOPs are accurate, current, and aligned with client requirements and contractual expectations.
• Conduct routine audits to identify gaps, inconsistencies, and outdated content.
• Standardize SOP structure and format to improve usability and consistency across teams.
• Partner with leadership to validate process changes, document updates, and operational requirements.

Training Development & Delivery

• Develop and maintain SOP-based training programs, including instructor-led materials, eLearning modules, job aids, and quick reference guides.
• Translate operational workflows into structured, easy-to-understand training content.
• Support the creation of interactive and scenario-based learning experiences.
• Ensure all training materials reflect current SOPs, operational expectations, and client requirements.

New Hire Training Support

• Partner with trainers, Team Leads, and Supervisors to support onboarding programs.
• Reinforce SOP navigation and application during training activities.
• Participate in mock calls, case reviews, and coaching sessions to strengthen knowledge transfer.
• Help ensure new hires are prepared to apply SOPs independently in live case environments.

Refresher Training & Continuous Improvement

• Identify training needs based on quality assurance trends, operational escalations, and client feedback.
• Develop and deliver targeted refresher training sessions to reinforce process accuracy and service consistency.
• Promote best practices, compliance expectations, and continuous improvement across operations.

New Client Implementation Training & Support

• Partner with Operations, Client Management, and L&D to support new client onboarding.
• Develop and document client-specific SOPs before go-live.
• Create and deliver implementation training covering workflow overviews, communication protocols, and coverage and service expectations.
• Support operational readiness by validating training completion, SOP accessibility, and team understanding of client requirements.
• Provide post-implementation support through SOP updates, reinforcement training, and follow-up guidance.

Client Communication & Compliance Alignment

• Ensure training and SOP documentation reflect client communication standards and HIPAA and data privacy requirements.
• Standardize communication guidance across training materials to support consistency and professionalism.
• Promote compliant, accurate, and member-focused communication practices across teams.

Cross-functional Collaboration

• Partner with Assistance Leadership, Team Leads, Supervisors, Quality Assurance, and Learning & Development teams.
• Support the development of scalable, standardized training programs across global operations.

Contribute to process improvement initiatives and operational efficiency efforts

Qualifications

• 3-5 years of experience in assistance services, healthcare coordination, insurance operations or a related field
• Strong understanding of SOP - driven environments and process adherence
• Experience developing training materials or supporting onboarding programs
• Excellent written and verbal communication skills
• Strong attention to detail and organizational skills
• Ability to translate complex processes into clear structured guidance

Preferred Qualifications

• Experience working with learning management systems (UKG pro learning)
• Experience with instructional design tools such as PowerPoint, articulate or similar platforms
• Knowledge of global assistance operations including medical, travel or transport coordination
• Experience supporting new client implementation or onboarding initiatives

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.