Training and Development Specialist

Training and Development Specialist

The Training & Development Specialist owns how Patient Care Coordinators (PCCs) learn the job and keep getting better at it. The Training & Development Specialist runs the two-week new hire training, delivers ongoing training for existing PCCs, audits time logs, calls and workflows, and builds and maintains training resources in our learning management system (LMS). The role carries no patient census, so all 40 weekly hours go to training, quality, and PCC support.

Title

Training & Development Specialist

Department

Care Team / Operations

Reports to

Pat May, COO

Dotted-line partners

Operations Manager; Team Leads

Compensation

Salary $55,000/year base

Patient census

None

Key responsibilities

New hire training

• Own and deliver the two-week new hire training program for each incoming PCC cohort, using a consistent curriculum, scripts and dialogue.
• Prepare each cohort before day one: schedules, system access requests, LMS enrollment and materials.
• Assess new hire readiness at the end of training and hand off to Team Leads with a clear summary of strengths and gaps.
• Partner with Team Leads during the first 90 days to reinforce training and track ramp toward RPM and CCM thresholds.

Ongoing PCC training and coaching

• Run targeted skill-gap workshops for PCCs identified through audits or performance data (for example, call length, block capture, patient engagement).
• Provide 1:1 mentoring and side-by-side coaching for low and mid performers.
• Roll out training on new processes, SOPs, compliance updates and system changes to the PCC team, and confirm understanding.
• Serve as a go-to resource for PCC questions on workflows, documentation and escalations.

Auditing and quality

• Audit PCC time logs for accuracy and compliance with RPM/CCM billing rules.
• Review recorded calls against call standards and scope of practice, and score them using the call review worksheet.
• Audit PCC workflows in our platforms (PX and related tools) to catch process gaps and errors.
• Turn audit findings into coaching plans, training updates and trend reports for Team Leads and Operations.

Training resources and LMS

• Create and update resources: guides, job aids, SOP walkthroughs, quizzes and recorded demos.
• Build and manage Care Team modules in the LMS, including course structure, assessments and completion tracking.
• Use LMS data to spot knowledge gaps and assign refresher content.
• Keep all training content current with CMS requirements, company SOPs and system changes.

Additional support

• Support escalations, non-compliant patient handling and data-day tagging as assigned.
• Other operational projects as assigned by leadership.

Qualifications

Required

• Active Sr. PCC in good standing (internal promotion).
• At least 6 months of tenure as a PCC
• Deliver New Hire training at HQ in Lehi
• Work in office days - Tuesdays and Wednesdays
• Meeting Sr. PCC thresholds: 90% RPM and 36% CCM, with live communication rate within standard.
• At least 80% Data Days compliance over the trailing two months.
• Demonstrated success training or mentoring new hires and peers.
• Strong working knowledge of RPM/CCM workflows, time-log rules, scope of practice and PX.
• Self-driven, organized and high initiative.

Preferred

• Experience building training content or using an LMS.
• Experience presenting to groups, in person or virtually.
• Comfort reading performance data and turning it into action plans.

How You're Measured

• Weekly Team Lead 1:1s: Review PCC performance and identify individual/collective needs
• New Hire 90-day Success Rate: Ready to promote to PCC (independent of uncontrollable factors such as install volume)
• Low Performer Improvement Rate: Expected to elevate all PCCs with sufficient load, otherwise an action plan must be presented
• 20+ targeted 1:1 or small group training workshops monthly (includes necessary audits, preparation, training plans, etc.)
• 2 training modules approved and added into the LMS monthly (there is an indefinite abundance of material needed)

Skills and work environment

• Teaching: explains processes clearly, adapts to different learning styles, and checks for understanding.
• Coaching: gives direct, specific feedback that builds confidence rather than discouraging.
• Attention to detail: catches errors in time logs, documentation and call handling. Professional presentation in written communications and meetings.
• Content creation: writes clear guides and builds simple, usable LMS modules.
• Judgment: knows when to coach, when to escalate to a Team Lead, and when a process needs to change.
• Discretion: handles patient information in line with HIPAA.