Job Description

Job Summary

The Eligibility & Benefits Trainer is responsible for developing, delivering, and continuously improving training programs for Eligibility & Benefits Representatives, Insurance Verification Specialists, and related healthcare support teams. This role ensures employees have the knowledge, skills, and competencies needed to accurately verify patient insurance coverage, determine benefits, interpret payer guidelines, and maintain compliance with client and regulatory requirements. The trainer will collaborate with operations leaders, quality teams, and subject matter experts to drive employee performance and operational excellence.

Key Responsibilities

Training Delivery & Facilitation

• Conduct new hire training and ongoing refresher training for Eligibility & Benefits staff.
• Facilitate instructor-led, virtual, and hands-on learning sessions.
• Deliver training on insurance verification processes, benefits investigation, prior authorization requirements, payer guidelines, and healthcare terminology.
• Ensure participants understand client-specific workflows, policies, and performance expectations.
• Utilize various training methodologies to accommodate different learning styles.

Curriculum Development

• Design, update, and maintain training materials, process guides, job aids, presentations, and assessments.
• Develop training modules based on operational changes, payer updates, client requirements, and quality findings.
• Identify knowledge gaps and create targeted learning interventions.
• Standardize training content to ensure consistency across teams.

Performance Support & Coaching

• Conduct nesting support and side-by-side coaching sessions for newly trained employees.
• Monitor trainee progress and provide timely feedback.
• Partner with Team Leaders and Operations Managers to address performance gaps.
• Recommend coaching plans and skill development activities based on performance trends.

Quality & Compliance

• Ensure all training content aligns with company policies, HIPAA regulations, and healthcare industry standards.
• Work closely with Quality Assurance teams to identify recurring errors and implement corrective training.
• Track training effectiveness through assessments, audits, and performance metrics.
• Maintain accurate training documentation and attendance records.

Stakeholder Collaboration

• Collaborate with Operations, Quality, Workforce Management, and Client Services teams to identify training needs.
• Participate in process improvement initiatives and knowledge management projects.
• Support client transitions, process updates, and implementation of new services.

Qualifications

Education

• Bachelor's degree in Healthcare Administration, Business Administration, Education, or a related field preferred.
• Equivalent work experience may be considered.

Experience

• Minimum 2-3 years of experience in Eligibility & Benefits Verification, Insurance Verification, Prior Authorization, or Healthcare Revenue Cycle Management.
• Minimum 1 year of training, coaching, mentoring, or team leadership experience preferred.
• Experience working with U.S. healthcare insurance plans, payers, and eligibility verification processes.