Provider Success & Training Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in the creation and execution of live and digital training for client RN and MD reviewer teams, concentrating on queue management workflows.

• Organize client onboarding training that encompasses queue management processes, reviewer workflows, and platform navigation.

• Develop and sustain training toolkits and learning management system (LMS) content.

• Create training materials customized to clients' specific requirements, organizational structures, and workflows.

• Evaluate training materials, videos, and webinars for accuracy, effectiveness, and relevance.

• Maintain comprehensive knowledge of Cohere’s products, queue management features, and client-specific configurations.

• Present professional webinars and demonstrations remotely to client reviewer teams.

• Utilize user feedback to enhance training services.

• Collaborate with Delivery Solutions, Program Management, and Provider Success teams.

• Record and track client-specific workflow customizations.

⛳️ Requirements

• Bachelor's degree in Business, Communications, Education, or a related area.

• 3–5 years of experience in a customer service and/or client-facing role.

• 2+ years of experience in designing and delivering training to client teams or end users.

• Background in instructional design, content creation, or training development.

• Experience with technology platforms or SaaS; healthcare technology experience, especially in supporting utilization management or prior authorization workflows, is a plus.

• Strong grasp of queue management principles and reviewer workflows, or the capability to quickly learn them.

• Ability to comprehend and document intricate workflows, system customizations, and organizational structures.

• Previous experience in supporting mid- to large-scale projects, with the ability to prioritize across a portfolio of client accounts and focus on the highest-impact activities.

• Keen attention to detail in creating and maintaining training materials and resources.

• Solid understanding of LMS platforms and the functionalities necessary to deliver top-tier training.

• Proven track record of delivering training to large groups, both in-person and virtually, effectively translating complex workflow information into understandable materials for diverse audiences.

• Outstanding interpersonal, oral, and written communication skills.

• Intellectually curious, with a mindset geared towards continuous improvement and comfort in working cross-functionally with remote teams.

• Adaptable and agile in uncertain situations; willing to embrace changes in role and scope as the business evolves.

• Familiarity with project management tools such as Jira and/or Monday.com.

🏝️ Benefits

• Fully remote position with approximately 25% travel.

• Medical, dental, vision, life, and disability insurance, along with an Employee Assistance Program.

• 401K retirement plan with a company match.

• Flexible spending and health savings accounts.

• Flexible Time Off plus company holidays.

• Up to 14 weeks of paid parental leave.

• Pet insurance.

• Bonus included in the overall benefits package.