Director, Training

Job PurposeThe Training Director for RCM & A/R leads the end-to-end strategy, governance, and execution of all training programs across the Revenue Cycle domain. This leader ensures workforce readiness, competency development, and accelerated proficiency for both new and tenured staff, enabling strong operational performance across all A/R functions. The role partners closely with Operations, Client Success, Quality, Compliance, Analytics, and Workforce Management to align curriculum, training interventions, and performance outcomes to SLA and client expectations.Duties & ResponsibilitiesCore TasksOwn the Training Operating Model for RCM & A/R: skills architecture, curriculum pathways, certification standards, and readiness gates. Define annual OKRs for training effectiveness, proficiency acceleration, and curriculum standardization across sites. Maintain a unified Training Playbook covering SOPs, module libraries, training pathways, and cross‑training matrices. Ensure alignment with client requirements, payer policies, HIPAA/PHI standards, and regulatory guidelines. Represent Training in leadership business reviews, client QBRs, and operational governance meetings.Training Leadership – RCM & A/RBuild and maintain competency frameworks for A/R and all other RCM functions. Govern curriculum lifecycle needs analysis → design → development → pilot → release → versioning. Deploy blended learning: simulations, microlearning, workflow practice labs, assessments, and on‑the‑floor nesting models. Lead Train‑the‑Trainer certification, trainer calibration, and trainer performance management. Oversee onboarding, upskilling, cross‑training, and refresher programs tailored to A/R workflows. Ensure strong nesting/transition‑to‑production frameworks with proficiency checkpoints and readiness benchmarks.Workforce Readiness & Operational PartnershipCollaborate with Operations and WFM to plan cohorts, manage ramp strategies, and forecast training demand. Partner with Quality and Operations for root‑cause insights that translate into training interventions. Provide structured support for new hires via simulations, huddles, scenario‑based training, and guided practice. Ensure curriculum reflects latest payer rules, denial trends, coding dependencies, and client‑specific SOP changes. Support client onboarding and transitions with SOP readiness, curriculum mapping, and A/R workflow validation.Analytics & ReportingOwn dashboards for training effectiveness, speed‑to‑proficiency, module adoption, and certification results. Use LMS and BI tools (e.g., Power BI/Tableau) to measure: Measure downstream impact of training on operations (e.g., reduction in rework, denials, aged A/R, touches per claim).Success Metrics / KPIsSpeed to Proficiency:% achieving role proficiency within target timeline Certification Outcomes:Pass rates, retake rates, improvement scores Curriculum Accuracy:100% updates completed per cadence/SOP changes Training Impact:Reduction of top errors tied to workflow or knowledge gaps Trainee Readiness:ELI metrics trending positive month-over-monthQualifications15+ years in Revenue Cycle Management, with heavy exposure to A/R, Denials, Appeals, and upstream/downstream RCM tasks. At least 5 years in Training leadership roles (Manager/Head/Director). Deep knowledge of A/R workflows, payer behavior, denial categories, and claim resolution processes. Proven experience designing training architecture and learning pathways for RCM. Strong instructional design capability (ADDIE, Bloom’s, adult learning principles). Advanced Excel, strong PowerPoint skills, experience with LMS and analytics tools. Strong stakeholder management across global teams. Familiarity with HIPAA/PHI and payer guidelines.PreferredLean Six Sigma Green or Black Belt Experience with workflow tools, EMR/EHR systems (Epic, Cerner, Meditech, etc.) Background with ISO or structured quality systems SQL or data‑wrangling basics for reporting

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