SOP & Training Program Architect

IMG (International Medical Group); Indianapolis (IN); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Monthly performance bonus

Comprehensive benefits (Medical / RX /

Job summary

IMG (International Medical Group) in Indianapolis, IN, seeks an Assistance Continuity Curator to develop and maintain SOPs, training programs, and client communications standards. This role partners with Assistance Leadership and Learning & Development to standardize documentation and ensure high-quality service delivery across global operations.

Responsibilities include supporting new client implementations, onboarding, and ongoing staff development to drive operational excellence.

Qualifications

• 3-5 years of experience 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 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• Conduct routine audits to identify gaps, inconsistencies, and outdated content.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.
• Develop and maintain SOP-based training programs, including instructor-led materials and eLearning modules.
• Translate operational workflows into structured, easy-to-understand training content.
• Support onboarding programs and participate in mock calls, case reviews, and coaching sessions.
• Identify training needs based on quality assurance trends and client feedback.
• Develop refresher training sessions to reinforce process accuracy and service consistency.
• Develop and document client-specific SOPs before go-live for new client onboarding.
• Create and deliver implementation training covering workflow, communication, and coverage requirements.
• Provide post-implementation support through SOP updates and follow-up guidance.
• Ensure training and SOP documentation reflect HIPAA and data privacy requirements.
• Promote compliant, accurate, and member-focused communication practices across teams.
• Collaborate with Assistance Leadership, Team Leads, Supervisors, QA, and L&D teams.

Skills

Communication skills

Attention to detail

Organizational skills

Process documentation

SOP adherence

Tools

PowerPoint

Articulate

Job description

IMG (International Medical Group) in Indianapolis, IN, seeks an Assistance Continuity Curator to develop and maintain SOPs, training programs, and client communications standards. This role partners with Assistance Leadership and Learning & Development to standardize documentation and ensure high-quality service delivery across global operations.

Responsibilities include supporting new client implementations, onboarding, and ongoing staff development to drive operational excellence.