Operations Training Specialist, Claims

About the Role

As an Operations Training Specialist on our Enablement team, you will own the full training lifecycle for Sidecar Health's operations teams — from building programs to running them to keeping them current and effective over time. This is a hands‑on role in every sense: you design the content, facilitate the sessions, manage the logistics, and follow through on outcomes from a new hire's first day through the point they are ready to perform independently on the floor.

Your primary focus will be supporting Claims operations, with the scope and flexibility to contribute to additional operations teams as the business grows. You will embed yourself within the Claims team early on — learning the queues, understanding adjudication workflows, and developing the hands‑on familiarity that makes training land with the people doing the work. You will work closely with stakeholders across Claims, Member Care, Clinical, and Provider Ops, and you will be an active contributor to a broader Enablement function that spans training program management, knowledge management, and ongoing learning and development.

Your contributions will directly shape the readiness and confidence of our operations teams, equipping them with the tools, knowledge, and skills needed to deliver an outstanding member experience.

• Own the end-to-end new hire onboarding experience for assigned operations teams — program design, content creation, classroom delivery, nesting coordination, job shadowing, and floor readiness evaluation.
• Design and facilitate ongoing refresher, upskilling, and process change training as business needs evolve — including queue‑specific training across Claims adjudication workflows.
• Build and maintain all training materials for assigned teams — e‑learning modules, Adobe Captivate simulations, facilitator guides, presentations, knowledge checks, role‑play scenarios, and assessments.
• Contribute to building a repeatable Claims training library — queue‑specific modules that can be deployed consistently over time, reducing dependency on tribal knowledge or one‑off preparation.
• Own operations‑specific knowledge content within the knowledge management system, ensuring accuracy and alignment with current policies, workflows, and product changes.
• Assess the training and knowledge impact of operational and product changes as they come through, and proactively develop or update materials to support those changes.
• Scope and execute lighter knowledge and training updates independently, escalating larger program changes to the broader Enablement team for design input.
• Manage all program logistics independently: LMS administration, scheduling, roster management, Zoom coordination, and SME preparation and briefing.
• Coordinate SME and supervisor involvement in training programs — providing clear direction and session context so their contributions are set up for impact.
• Evaluate training effectiveness through assessment data, QA results, nesting observations, and supervisor feedback — and act on gaps proactively.
• Develop and maintain coverage plans and program documentation so training continuity is never dependent on a single person's availability.
• Collaborate with the broader Enablement team on knowledge management, L&D initiatives, and operational content projects.
• Use AI‑assisted tools to develop content efficiently, with full accountability for review and quality of all outputs.

• 3+ years of experience in training, instructional design, or knowledge management, ideally within a contact center, healthcare operations, or customer service environment.
• Bachelor's degree or equivalent relevant experience in a similar role.
• Demonstrated end-to-end ownership of training programs — you have built them, run them, and improved them without requiring step‑by‑step direction.
• Strong project and time management skills, with the ability to manage multiple work streams and deadlines concurrently.
• Clear and proactive communication skills, with experience delivering training sessions virtually and in person.
• Familiarity with knowledge management systems, learning management systems (LMS), or other documentation…