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.
At VXI, we are guided by our Values Teamwork: Agree on a shared vision and work together for a common goal. Treat each co-worker as a customer. Value and recognize diversity. Support and encourage communication. Learn from experiences. Reinforce ideas positively. Challenge each other professionally. Provide structure and leadership. Respect each other. Practice personal and collective accountability.
Integrity: Say what needs to be said with respect. Tell the truth. Maintain honesty in every partnership. Be prepared for full disclosure. Manage expectations realistically. Practice personal and collective accountability.
Excellence: Be the best in what we do. Provide the best product and the most innovative solutions to our customers. Strive for excellence. Hire and develop the best.
Agility: We're responsive and receptive to ever-changing markets and technologies and possess the flexibility to scale from start-up to enterprise size challenges.
Inventiveness: We believe in the power of curiosity and experimentation and never stop asking if things can be better.
Position Summary- Reporting to the Director of Training, the Senior Training Manager - Healthcare Programs is responsible for defining, leading, and executing enterprise-level training strategies for healthcare-focused contact center programs, including health insurance carriers and healthcare services clients.
- This role provides strategic and operational leadership over healthcare training initiatives, ensuring compliance with applicable healthcare regulations while driving performance, quality, and customer experience outcomes. The Senior Training Manager oversees multiple trainers, training team leads, and SMEs, and serves as a key partner to Operations, Compliance, QA, Client Services, and HR.
- The objective of this role is to elevate workforce readiness through compliant, scalable, and performance-driven training programs that support Medicare, Medicaid, and other healthcare lines of business (LOBs).
Key ResponsibilitiesTraining Strategy & Leadership- Design, implement, and continuously refine healthcare-specific training strategies, policies, and frameworks aligned with client, regulatory, and operational requirements.
- Lead and develop a team of Training Managers, Trainers, Assistant Trainers, and Training Team Leads across healthcare programs.
- Serve as a subject-matter leader for healthcare training delivery, upskilling, and remediation initiatives.
- Deliver leadership development training to new and existing leaders within healthcare programs.
Healthcare & Regulatory Expertise- Ensure training programs comply with healthcare laws and regulations, including but not limited to:
- HIPAA and PHI handling
- CMS regulations
- Medicare, Medicaid, and Commercial insurance guidelines
- Client-specific compliance and audit requirements
- Partner with Compliance, QA, and Client stakeholders to prepare for and support audits, certifications, and regulatory inspections.
- Design and oversee annual recertification, compliance training, and continuing education for healthcare agents and support staff.
Program Execution & Performance- Oversee new hire, upskilling, refresher, and client-mandated training across voice, chat, and email healthcare LOBs.
- Monitor, track, and evaluate trainee performance from classroom through nesting and post-production (30/60/90 days).
- Co-own trainee and early-tenure performance outcomes with Operations, providing actionable coaching and corrective action plans.
- Analyze healthcare program KPIs, SLAs, quality results, and attrition trends to drive continuous improvement.
Operational & Cross-Functional Partnership- Collaborate closely with Operations, HR, Talent Acquisition, QA, WFM, IT, PMO, Client Services, Finance, and Global counterparts.
- Manage trainer allocation, scheduling, curriculum rollout, and resource planning in alignment with healthcare program demand.
- Identify, certify, and develop Healthcare SMEs, Nesting Coaches, and Trainer SMEs in partnership with department leaders.
Administration & Reporting- Maintain full accountability for training administration and reporting, including:
- Scorecards and KPI dashboards
- Payroll and attendance tracking
- Class attrition and endorsement reporting
- Daily EOD reports and client deliverables
- Audit training documentation, processes, and learner records to ensure client and regulatory compliance.
- Support login provisioning, system access validation, and training simulator readiness for healthcare platforms.
People Development- Coach, mentor, and develop training leaders through structured development plans and performance feedback.
- Drive a culture of accountability, engagement, and continuous learning within the healthcare training organization.
- Partner with HR on performance management, corrective action, and, when necessary, employee separations.
- Qualifications & Experience
Required- Bachelor's degree in Operations, Education, Healthcare Administration, or a related discipline.
- 5+ years of experience in call center or BPO environments, with a strong focus on healthcare programs.
- 3+ years of experience leading training teams in regulated or healthcare environments.
- Demonstrated experience supporting health insurance carriers (Medicare, Medicaid, Commercial, or Managed Care).
- Strong knowledge of healthcare compliance, HIPAA, and CMS regulations.
- Proven experience designing and delivering large-scale healthcare training programs.
- Advanced understanding of adult learning theory, instructional design, and e-learning methodologies.
- Strong data acumen with experience developing KPIs, SLAs, and performance dashboards.
- Proficiency in Microsoft Office (Excel, PowerPoint, Word); LMS experience preferred.
Preferred Experience- Experience supporting multiple healthcare LOBs and complex client implementations.
- Experience working within a global organization across multiple time zones.
- Prior partnership with healthcare Compliance, QA, and Client Audit teams.
- Experience leading remediation, corrective action, or turnaround training initiatives.
Skills & Competencies- Strategic thinker with strong execution discipline
- Highly organized with exceptional attention to detail
- Solutions-oriented with strong problem-solving capability
- Effective communicator in multicultural environments
- Ability to manage multiple priorities in a fast-paced, regulated setting
- Other Requirements
- Flexibility to support a 24x7 healthcare operation and international time zones
- Willingness to travel up to 25%, as business needs require
Employment Details- Job Type: Full-time
- Schedule: Monday-Friday (flexibility required). May require Saturday and Sunday hours.
Benefits- Health Insurance
- HSA
- Dental Insurance
- Vision Insurance
- Life Insurance
- Paid Time Off
- 401(k) Retirement Plan
- Employee Discounted Cell Phone
Equal Employment OpportunityVXI is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
