Note: The job is a remote job and is open to candidates in USA. Sidecar Health is redefining health insurance, aiming to make healthcare affordable and accessible for everyone. The Operations Training Specialist will manage the full training lifecycle for operations teams, focusing on Claims operations while collaborating with various stakeholders to enhance training effectiveness and member experience.
Responsibilities
- 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
Skills
- 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 workstreams 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 tools
- Collaborative mindset, with the ability to partner across teams and departments
- A proactive, ownership-driven approach to managing training programs and knowledge resources
- Knowledge of instructional design principles and adult learning methodologies
- Comfort with AI-assisted content development tools and strong editorial judgment about quality and accuracy of outputs
- Experience in healthcare claims processing, claims adjudication, or health insurance operations
- Experience designing or facilitating training in a claims or healthcare operations environment
- Familiarity with simulation-based training tools such as Adobe Captivate
- Prior experience with Sana, Document360, or similar LMS and knowledge management platforms
Benefits
- Bonus opportunity
- Equity package
- 401(k) retirement plan with company match
- Paid vacation and company holidays
Company Overview