Patient Services Training Lead & QA Coach

Jobtailor; Boca Raton (FL); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Jobtailor is seeking a Training Lead to design and deliver workshops for medical claims and patient services. You will guide onboarding, mentor teams, and coach QA across onshore and offshore teams. The role requires strong data analysis, process improvement, and effective communication to drive performance.

The position involves leading sessions, coordinating with global teams, and adopting new AI tools to enhance curricula. Hybrid work and travel are part of the role.

Qualifications

• 2–3 years of medical claims/billing and contact center experience.
• Minimum 1 year of dedicated training experience.
• Minimum 1 year of people leadership or operations leadership experience.
• Minimum 1 year of reporting and data analysis experience.
• Willingness to travel 50–75% and hybrid commute if local.

Responsibilities

• Create and lead training sessions and facilitate workshops for all specialties.
• Train team members in system processes and ensure full working knowledge of products and services.
• Use quality call interactions, nesting feedback, low-performance KPI metrics, and client investigation forms to design new workshops and curricula.
• Participate in onboarding and training employees.
• Serve as a quality assurance coach for 3–4 Patient Services Agents during nesting and QA calls.
• Support internal teams' daily workflow processes and provide a strong floor presence.
• Explore and use new tools, resource applications, and AI to improve, enhance, and evaluate onboarding.
• Communicate with onshore and offshore teams, including teams in the Philippines, and external consultants.
• Identify new hires needing additional support and escalate findings to leadership.

Skills

Training Development

Workshop Facilitation

Quality Assurance Coaching

Data Analysis

Communication Skills

Education

High School Diploma

Tools

AI Tools

Resource Applications

Job description

Jobtailor is seeking a Training Lead to design and deliver workshops for medical claims and patient services. You will guide onboarding, mentor teams, and coach QA across onshore and offshore teams. The role requires strong data analysis, process improvement, and effective communication to drive performance.

The position involves leading sessions, coordinating with global teams, and adopting new AI tools to enhance curricula. Hybrid work and travel are part of the role.