Training Team Lead

The Training Team Lead is responsible for supporting the development and execution of training and onboarding programs for new hires and current staff . This role ensures team members are prepared, equipped, and supported in understanding processes, tools, and workflows. The Team Lead trainer works closely with the Training and Development Manager, Team Managers, BPO Managers, and other key stakeholders to maintain training effectiveness, track performance, and support continuous improvement initiatives.

This role will be responsible for the creation of training curriculum, including Standard Operating Procedure documents, visual aids, and videos. Analytical data will be used to identify process and training opportunities; once identified, the Specialist will draft and execute on plans to address and improve performance. They will also be responsible for researching and resolving clarifying questions raised by operational stakeholders in relation to their assigned tasks and related SOPs. This individual will use a combination of proprietary tools, as well as industry-standard analytical and communication tools to perform this job.

This role reports to the Training and Development Manager and base compensation for this role may land between $60,000-$85,000. In addition to base salary, Medallion offers equity, bonus, and benefits as part of the total compensation package. Many factors are considered when determining pay including: market data, geographic location, skills, qualifications, experience, and level.

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

Share performance and readiness documentation with Team Managers

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

Qualifications:

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