Training And Development Senior Specialist, Bpo

About Medallion:

Healthcare is going through an unprecedented transformation towards digital care. Medallion provides the critical administrative infrastructure to make that change possible. Our platform enables organizations to license their providers in new states, verify existing credentials, and get in-network with health plans. In just over two years, we’ve launched our platform, built an all-star team, powered hundreds of great companies, and served thousands of healthcare providers across the industry. To date, Medallion has saved over 250,000 administrative hours for our customers!

Founded in 2020, Medallion has raised $85M from world-class investors like Sequoia Capital, Google Ventures, Spark Capital, Optum Ventures, and Salesforce Ventures.

About the Role:

The Training and Support Senior Specialist will work collaboratively with Medallion’s operational stakeholders to design and implement clear and effective processes and practices for Medallion’s BPO partners. They will be responsible for the creation of training curricula (including Standard Operating Procedure documents, visual aids, and videos). Analytical data will be used to identify process and training opportunities; once identified, the Specialist will draft and execute on plans to address and improve performance. They will also be responsible for researching and resolving clarifying questions raised by BPO agents in relation to their assigned tasks and related SOPs. This individual will use a combination of proprietary tools, as well as industry-standard analytical and communication tools to perform this job. This position will report directly to the Training and Development Manager.

Compensation for this role is between $22-$38 per hour depending on experience.

Responsibilities:

• Identify opportunities for quality improvement and provide training & support and/or modify workflows to help the team succeed
• Perform quality adherence audits on BPO work and summarize key opportunities to improve training materials, agent performance, and process improvement
• Monitor BPO agents for SOP adherence and determine where further instruction is needed
• Develop training materials for new processes and update existing materials with new content
• Perform other duties as assigned
• Identify low performing agents (QA and productivity) and work with BPO leadership to implement corrective action plans
• Collaborate with Training and Development Manager to train BPO team on new processes, as well as provide updates to existing processes
• Monitor communication channels for work escalations requiring additional support or guidance

Skills and Requirements:

• 3+ years experience with payer enrollment, licensing, or credentialing processes
• Expertise in using GSuites tools include GSheets, GDocs, and GMail
• 3+ years experience developing training materials (BPO preferred)
• Must be able to work collaboratively in a team oriented environment and be able to foster good working relationships with others both within and outside the organization
• Able to communicate well with a wide variety of internal and external contacts at all levels of the organization