Revenue Cycle Managed Services, Senior Trainer

Impact Advisors, LLC is a nationally recognized healthcare management consulting firm delivering Best in KLAS advisory, implementation, and optimization services. We are driven by a commitment to exceed client expectations and are proud to be a trusted partner to many of the nation's leading healthcare organizations. Our mission to drive patient-centered, value-driven outcomes has earned us prestigious industry accolades. To learn more about us, visit www.impact-advisors.com

Job Overview

Impact Advisors is seeking an experienced Senior Trainer, Revenue Cycle Operations to deliver and sustain effective training for Revenue Cycle Managed Services (RCMS) teams across client environments. The role’s primary responsibility is to prepare onshore and global team members to perform their assigned responsibilities accurately, consistently, and confidently.

The Senior Trainer facilitates new-hire, client-specific, system, workflow, refresher, and remediation training. This individual develops and maintains the materials needed to support established training programs and operational requirements, including presentations, facilitator guides, learner materials, exercises, knowledge checks, and performance-support resources.

Because effective training must be grounded in clear and accurate operational standards, this role also requires strong technical-writing skills. The Senior Trainer creates and maintains detailed, step-by-step operational documentation, including Situation Response Guides (SRGs), Standard Operating Procedures (SOPs), job aids, process maps, decision trees, quick-reference guides, and role-based work instructions as needed. The role partners closely with Operations, Quality, Content Management, client stakeholders, and subject matter experts to ensure training and documentation reflect the same approved workflows and performance expectations.

Key Responsibilities

Training Delivery & Facilitation

• Deliver engaging instructor-led and virtual training for onshore and global revenue cycle teams.
• Facilitate new-hire onboarding, client-specific training, system training, workflow training, refresher training, cross-training, and targeted remediation.
• Explain complex revenue cycle workflows, system actions, payer requirements, policies, and client expectations in clear, practical language.
• Lead demonstrations, guided practice, scenario-based exercises, hands-on application, and learner discussion.
• Adapt facilitation techniques based on learner experience, role, delivery environment, and subject complexity.
• Evaluate learner comprehension and operational readiness through observation, practice activities, knowledge checks, assessments, and performance-based validation.
• Provide constructive feedback, coaching, and reinforcement, and communicate readiness concerns or recurring knowledge gaps to appropriate stakeholders.
• Support train-the-trainer activities by preparing facilitators and operational leaders to reinforce learning consistently.

Operational Documentation & Technical Writing

• Create, revise, and maintain detailed operational documentation, including SRGs, SOPs, job aids, process maps, decision trees, quick-reference guides, and role-based work instructions.

• Observe process demonstrations and interview subject matter experts to capture operational workflows accurately.

• Translate complex revenue cycle processes into clear, logical, step-by-step instructions that enable team members to perform assigned responsibilities independently.

• Document system actions, decision points, business rules, exceptions, dependencies, escalation paths, and client-specific requirements.

• Validate documentation with operational and client subject matter experts to confirm accuracy, completeness, and usability.

• Apply established templates, terminology, formatting, approval processes, content standards, and version-control requirements.

• Maintain alignment between operational documentation, training materials, and the approved workflow.

Performance Reinforcement & Continuous Improvement

• Partner with Quality and Operations to review audit findings, performance trends, recurring errors, learner feedback, and operational changes that may indicate a training or performance-support need.

• Deliver targeted refresher or remediation training in response to validated knowledge and skill gaps.

• Recommend updates to training materials or operational documentation when recurring questions, process ambiguity, or performance gaps are identified.

• Gather and incorporate feedback from learners, trainers, operational leaders, Quality, clients, and subject matter experts.

• Track assigned training and documentation deliverables, reviews, approvals, revisions, and completion status.

Collaboration & Stakeholder Engagement

• Collaborate closely with Quality, Operations leaders, and client SMEs to align training with operational priorities and SLAs.
• Support change management initiatives by enabling teams through effective communication and training during workflow or system changes.
• Participate in workflow discovery sessions, process demonstrations, content reviews, and validation meetings.
• Ask targeted questions to identify process steps, decision points, exceptions, system requirements, escalation paths, and areas that may be difficult for learners.
• Support client implementations, operational transitions, system changes, and process-improvement initiatives through timely training and documentation support.

Qualifications

Required

• 5+ years of experience in healthcare revenue cycle operations, operational training, onboarding, enablement, or a related discipline.
• Demonstrated experience delivering instructor-led and virtual training in an operational environment.
• Demonstrated ability to translate complex business processes into clear, detailed, step-by-step operational documentation such as SRGs, SOPs, job aids, work instructions, or process guides.
• Working knowledge of healthcare revenue cycle operations, which may include registration, billing, claims processing, denials management, accounts receivable, reimbursement, or related functions.
• Strong facilitation, presentation, written communication, interviewing, and interpersonal skills.
• Ability to learn complex workflows and systems through subject matter expert interviews, process demonstrations, observation, and hands-on discovery.
• Ability to organize complex information for operational audiences and maintain accuracy across training and documentation materials.
• Ability to manage multiple assignments and changing priorities in a fast-paced, client-service environment.
• Proficiency with Microsoft 365 applications, including Word, PowerPoint, Excel, Teams, and SharePoint.

Preferred

• Bachelor’s degree in adult education, communications, instructional design, or a related field. Or professional certifications in training facilitation/design or instructional design.
• Experience supporting managed services, outsourced operations, consulting engagements, or geographically distributed teams.
• Experience with instructional-design principles, adult-learning methodologies, curriculum development, or eLearning development.
• Experience using Articulate 360, Camtasia, Learning Management Systems, or related learning-development technologies.
• Experience documenting and training workflows within Epic, Oracle, or other healthcare revenue cycle platforms.
• Revenue cycle certification such as CRCR, CHFP, or CPC, or a credential in training, facilitation, or adult learning.
• Experience partnering with Quality or Performance teams to address operational errors and performance gaps.

Travel Requirements

• Ability to travel up to 25% including potential nearshore travel.

For salaried positions, this role may also be eligible for an annual performance bonus. Additional benefits and perks may also be available, depending on the position and employment terms. This range reflects consideration of several factors, including skills, experience, training, certifications, and organizational needs.

Our People and Culture

At Impact Advisors, we cultivate a caring, fun, honest, and autonomous work environment. Our success stems from our associates' dedication and a shared mission to create a “Positive Impact.” We embrace diversity and inclusion, fostering an environment where all employees feel valued and empowered.

Join Impact Advisors and make a real difference in healthcare.