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. ​​​​​​​