About the role
Job Summary
The USRN Trainer is responsible for delivering clinical and process training to healthcare professionals and support teams within a U.S. healthcare BPO environment. This role ensures that employees acquire the clinical knowledge, operational skills, and regulatory understanding necessary to perform effectively in various healthcare programs such as Utilization Management (UM), Case Management (CM), Triage, Appeals, and Claims Review.
The trainer will design, facilitate, and evaluate training programs that support operational excellence while maintaining compliance with U.S. healthcare standards, HIPAA regulations, and clinical guidelines. The role requires a strong clinical background, excellent communication skills, and the ability to translate complex medical and operational processes into effective training modules for adult learners.
The USRN Trainer collaborates closely with Operations, Quality Assurance, Clinical Leadership, and Learning & Development teams to ensure training materials remain current, relevant, and aligned with organizational and client expectations.
Key Responsibilities
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Training Delivery and Facilitation
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Facilitate comprehensive training programs for newly hired and tenured employees within U.S. healthcare accounts.
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Conduct instructor-led training sessions covering clinical workflows, healthcare regulations, documentation standards, and account-specific processes.
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Deliver training for healthcare programs including Utilization Management (UM), Case Management (CM), Triage, Appeals, and Claims Review.
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Ensure learners develop the necessary clinical judgment, critical thinking, and system navigation skills required for the program.
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Use various training delivery methods including classroom instruction, virtual training, simulations, case studies, and role-playing activities.
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Curriculum Development and Instructional Design
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Assist in the development, enhancement, and maintenance of training materials including presentations, job aids, learning guides, and assessment tools.
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Apply adult learning principles to create engaging and effective training experiences.
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Ensure training content aligns with U.S. healthcare standards, clinical guidelines, and organizational policies.
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Update training content regularly to reflect process improvements, regulatory updates, and client-specific changes.
Required Qualifications
Active and unrestricted U.S. Registered Nurse (USRN) license.
Minimum of 2–3 years clinical bedside experience in settings such as Emergency Room (ER), Intensive Care Unit (ICU), Medical-Surgical (Med-Surg), or Telemetry.
Minimum of 1 year experience as a USRN Trainer in a BPO or U.S. Healthcare account supporting programs such as Utilization Management (UM), Case Management (CM), Triage, Appeals, or Claims.
Strong knowledge of MCG/Milliman Care Guidelines, InterQual criteria, clinical guidelines, HIPAA requirements, and U.S. medical terminology.
Previous experience in training delivery, facilitation, or clinical education.
Familiarity with adult learning principles, curriculum design, and training methodologies.
Excellent English communication skills, both verbal and written.
Strong presentation, facilitation, and interpersonal skills with the ability to engage diverse audiences.
Ability to conduct training in onsite, remote, or hybrid environments as required.
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