Training Supervisor

Training Supervisor

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

The Training Supervisor is responsible for managing and executing the end-to-end training lifecycle for the Medicare program, ensuring that all new hires and existing agents supporting Members and Retirees are equipped with the knowledge, skills, and compliance awareness required to deliver exceptional member experiences. This role bridges between Training Delivery, Operations, and Quality to ensure readiness, throughput, and continuous improvement in performance and compliance.

Key Responsibilities:

1. Training Delivery & Facilitation

• Conduct and supervise Pre-Process, Process, and Compliance training for new hires
• Facilitate refresher and upskilling sessions based on performance trends, Quality insights, or process changes.
• Ensure training aligns with CMS (Centers for Medicare & Medicaid Services) standards and internal compliance requirements.
• Use case studies and real-life scenarios to simulate member interactions (enrollment, benefit queries, claim status, grievances, etc.).

2. Training Design & Readiness

• Customize training materials to ensure clarity and relevance for senior/retiree members, considering tone, empathy, and compliance sensitivity.
• Partner with the Training Manager and Process SMEs to maintain updated and approved content, FAQs, and job aids.
• Conduct Train-the-Trainer sessions to standardize delivery across multiple trainers or sites.

3. Performance Management & Evaluation

• Monitor batch performance metrics during training and nesting—knowledge checks, mock calls, quizzes, and certification scores.
• Identify trainees at risk and implement remediation or focused coaching plans.
• Ensure throughput targets (e.g., ≥90%) and speed-to-proficiency timelines (<60 days) are met.
• Analyze trends in training feedback and post-training performance to recommend improvements.

4. Collaboration with Stakeholders

• Liaise with Operations, Quality Assurance, and Compliance to ensure training addresses actual floor challenges and audit findings.
• Participate in calibration sessions with QA and Ops to ensure consistent interpretation of performance standards.
• Support new process migrations or product updates with train-the-trainer and readiness planning.

5. Governance, Reporting & Compliance

• Maintain training reports, attendance, evaluation records, and certification trackers.
• Ensure all learning activities comply with HIPAA and CMS guidelines for data privacy and member information handling.
• Conduct periodic audits of trainer performance and training documentation.
• Support internal/external audits with training evidence and compliance documentation.

Key Skills & Competencies:

• Strong understanding of Medicare concepts: Parts A, B, C, D, enrollment timelines, eligibility, and plan changes.
• Excellent communication and facilitation skills tailored for adult learners.
• Analytical mindset with the ability to interpret QA data and translate insights into training actions.
• High empathy quotient and ability to model compliant, compassionate member interactions.
• Proficiency in MS Office (Excel, PowerPoint, Outlook) and Learning Management Systems (LMS).

Qualifications & Experience:

• Bachelor's degree in any field preferred (Healthcare, Nursing, or Business Administration a plus)
• 3–5 years of training experience in a US Healthcare contact center or Medicare process.
• At least 1–2 years of supervisory experience in managing trainers or multiple batches.
• Certified in Training Delivery / Instructional Design / Coaching (optional but preferred).
• Exposure to HIPAA, CMS audits, and compliance training frameworks is an advantage.

Performance Metrics (KPI):

• Training throughput & endorsement rate
• New hire performance in nesting (AHT, Quality, Compliance)
• Reduction in post-training errors and escalations
• Training satisfaction score (L1 & L2 feedback)
• Adherence to training calendar and certification SLAs

Behavioral Attributes:

• Empathetic and patient in handling diverse learners.
• Process-driven with attention to compliance and accuracy.
• Adaptable to changing healthcare regulations or CMS updates.
• Collaborative and proactive in problem-solving.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!