Medallion - Training Team Lead
Requirements
• 3+ years experience designing, running, or supporting structured onboarding or training programs, ideally in a fast-paced operations, BPO, or healthcare SaaS environment • Clear, organized communicator and able to translate process changes into simple, actionable guidance for frontline staff • Familiarity with payor enrollment related applications and processes. • Proven experience flagging onboarding and training gaps (tooling, permissions, readiness) before they become blockers • Experience building and maintaining training materials, and able to continuously keep documentation current • Strong cross-functional partner, comfortable working with Team Managers, BPO Managers, and Training leadership to solve onboarding and performance gaps • Experience tracking performance and readiness data to improve training programs • Expertise in using GSuites tools include GSheets, GDocs, and GMail • Strong operational skills that drives organizational process improvements • Problem solving, project management, interpersonal, and organizational skills • We prioritize candidate safety. Please be aware that official communication will only come from @medallion.co email addresses.
Responsibilities
• New Hire Onboarding • Own the design and delivery of a structured onboarding program for every new hire • Build and distribute onboarding itineraries ahead of each new hire's start date • Facilitate new hire recaps with managers to assess performance and readiness • Partner with the Training and Development Manager, Team Managers, BPO Managers, and other stakeholders to keep onboarding and training programs running smoothly • Ensure all required system access (OpenPhone, FaxPlus, Medallion) is provisioned before start date, and troubleshoot any access issues • Training Strategy & Readiness Assessment • Help design and execute role-specific onboarding plans tailored to each team's needs • Deliver refresher and remedial training to keep existing staff sharp and up to speed • Support the rollout of process updates, tool changes, and workflow enhancements • Translate process and workflow changes into clear, actionable guidance for staff • Coach team members on new tasks, systems, and tools as they're introduced • Performance Tracking & Manager Collaboration • Track new hire and staff understanding of processes, systems, and role-specific knowledge • Spot performance gaps early and partner with managers to close them • Knowledge Management & Process Ownership • Build and maintain training resources — job aids, process documentation, instructional videos — that make onboarding and training easier • Own the ongoing upkeep of training documentation, onboarding materials, and SOP alignment • Keep all training resources organized and current in Google Drive • Regularly review and update materials to reflect the latest workflow, system, and process changes • BPO Training & Enablement • Support the design and execution of training programs for BPO partners • Conduct quality/adherence audits on BPO work and turn findings into concrete recommendations for improving training materials, agent performance, and processes • Support the rollout of new workflows across BPO teams • Provide hands-on guidance to ensure accuracy and consistency in BPO execution
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