Medical Trainer

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