Training Lead - Healthcare (BOG)

Position Summary

The Training Lead serves as the central resource responsible for driving end-to-end training delivery, curriculum ownership, and operational learning alignment across all operational teams within a BPO environment.

This role oversees client interactions, facilitates direct training for enrollment programs, and guarantees strict alignment with U.S. healthcare procedures, core patient care principles, and stringent regulatory compliance guidelines.

Key Responsibilities

• Responsible for direct training delivery and ongoing knowledge management across all teams.
• Serve as the primary owner and central point of contact for all enrollment training resources, eligibility rules, and client protocol updates, driving total alignment and operational consistency across all teams.
• Provide direct guidance, functional mentorship, and continuous coaching to enrollment associates and account agents to enhance their clinical comprehension and workflow performance.
• Design, schedule, and execute effective enrollment training and development programs to meet organizational, client, and operational SLA objectives.
• Design, update, and manage specialized healthcare onboarding curricula covering HIPAA/HITECH regulations, Protected Health Information (PHI) handling protocols, enrollment verification systems, medical terminology, and patient/member onboarding fundamentals.
• Conduct regular audits and knowledge checks on HIPAA/PHI protocols and enrollment accuracy during initial onboarding and refresher sessions to maintain strict compliance across both sites.
• Build clear, effective enrollment training manuals, job aids, desktop procedures, and multimedia learning assets tailored for initial onboarding and ongoing updates.
• Constantly adapt training programs to align with changing client requirements, evolving healthcare regulations, or client-specific enrollment software/workflow adjustments.
• Maintain open communication with key stakeholders to provide training metrics, learning progress reports, and address operational training gaps.

Required Skills and Abilities

• Advanced, near-native fluency in English (both spoken and written) is mandatory.
• Comprehensive knowledge of the U.S. healthcare system, including insurance models (Medicare, Medicaid, Commercial), billing/claims, patient intake, and EHR/EMR systems.
• Strong command of HIPAA regulations and PHI security, with the ability to train and coach on compliance.
• Proficiency in medical terminology, basic patient care, and empathetic patient interaction.
• Proven ability to engage and collaborate with key stakeholders through driving strategic alignment meetings, facilitating structured training sessions, and leading project kickoffs.
• Proficient in visual design with a proven track record of creating compelling, high-impact training materials.
• Adept at evaluating operational challenges and researching strategic solutions to navigate resource constraints, staffing shortages, last-minute changes, management pushback, ambiguous training requirements, and tight budgets.
• Strong project management skills.

Education and Experience

• Minimum 2 years of proven experience in a Training Lead or Senior Specialist role within a BPO environment (required)
• Minimum of 1 year of direct experience supporting Healthcare accounts or handling protected health information (PHI).
• Advanced English proficiency (written and verbal).
• On-site role in Bogota.