Training Specialist

Training Specialist – Medical Claims & Contact Centre Enablement

Are you passionate about empowering teams through impactful training programs? Do you have hands‑on expertise in medical claims evaluation and a strong understanding of health insurance policy interpretation? If so, we have an exciting opportunity for you.

In this role, you will design, deliver, and continuously improve training programs for medical claims assessors (non‑voice) and call centre advisors (voice), ensuring learning interventions drive performance, accuracy, customer experience and compliance across our global operations.

• Deliver instructor‑led training (in‑person or remotely) for global operations, ensuring engaging and effective learning experiences.
• Develop training and onboarding programs using proven methodologies and adult learning principles tailored to business needs.
• Conduct new hire onboarding for medical claims and call centre staff, ensuring rapid path‑to‑proficiency and acclimation to the business.
• Collaborate with Instructional Designers to create and update training materials, manuals, and e‑learning courses.
• Facilitate voice‑based simulations, call listening sessions, and live role plays based on real claims scenarios.
• Evaluate and update training content to reflect changes in IT systems, regulatory/compliance requirements, and product/process updates.
• Support the implementation of monthly training plans to address knowledge gaps and improve performance.
• Measure the impact of training through quantitative and qualitative feedback, ensuring continuous improvement.
• Act as a Subject Matter Expert (SME) to provide guidance and support to staff on complex claims and processes.
• Drive innovation and create new business opportunities by utilizing Generative AI and Emerging Technologies.

• 3–5 years’ experience in medical claims processing, medical review, or health insurance operations.
• Clinical background (e.g., RN, allied health, medical coding, or utilization review).
• 2+ years’ experience as a Trainer or in a related role, with a proven track record of delivering online/classroom learning.
• Exposure to global or multi‑market health insurance operations is a plus.

• Certificate/Diploma in Learning & Development, Human Resources, Instructional Design, or a related field.

• Fluent in English (Arabic fluency is a plus).
• Proficient in Microsoft Office applications.
• Strong communication (verbal & written) and interpersonal skills.
• Excellent presentation skills with the ability to engage diverse audiences.
• Strong attention to detail, analytical thinking, and problem‑solving abilities.
• Ability to prioritize workload, manage time effectively, and work independently or within a multicultural team environment.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.