Customer Training Specialist - $36.06 - $43.27 per hour

About the role

The Customer Training Specialist is responsible for delivering clear, practical, customer-focused training on a healthcare technology platform that supports clinical coding, data retrieval, analytics, reporting, workflow automation, quality improvement, and value-based care operations.

Responsibilities

• Facilitate live virtual customer training sessions across clinical coding, data retrieval, and analytics platform features.
• Deliver training in multiple formats, including one-on-one coaching, small-group sessions, and larger group training programs.
• Support occasional in-person training when required by customer needs.
• Assess customer-level training needs based on project requirements, onboarding status, user readiness, and performance data.
• Provide one-on-one and small-group coaching on platform functionality, clinical coding standards, and data retrieval processes.
• Train customers on how to access, interpret, and use analytics and reporting features within the platform.
• Partner with Learning and Development to create customer training materials, including facilitator guides, job aids, quick-reference tools, and knowledge assessments.
• Work with Product and Operations teams to ensure training materials reflect current platform capabilities, workflows, and internal processes.
• Identify gaps in existing training resources and recommend updates based on customer feedback, user performance, and observed training needs.
• Contribute to the development and refinement of training lesson plans, learning objectives, and instructional content.
• Gather feedback from training sessions and use performance data to improve training content, delivery methods, and learning outcomes.
• Review customer audit results and performance trends to identify re-education needs, skill gaps, and coaching opportunities.
• Maintain current knowledge of clinical coding guidelines, retrieval workflows, platform functionality, and relevant healthcare operations processes.
• Support customers beyond initial onboarding by providing ongoing learning assistance, coaching, and skill development support.
• Partner with Onboarding, Customer Success, and Operations teams to understand customer training needs and align training delivery with implementation goals.
• Coincide with Product teams to understand platform updates and translate those changes into clear customer training guidance.
• Work with Quality and Retrieval teams to ensure training content aligns with compliance standards, coding expectations, retrieval processes, and operational requirements.
• Participate in special projects, training initiatives, process improvements, and cross-functional enablement efforts as needed.

Requirements

• Current or recent clinical coding certification, such as CPC from AAPC, RHIT, or an equivalent healthcare coding certification.
• Minimum of 3–5 years of hands-on clinical coding experience.
• Strong knowledge of ICD-10 and CPT coding guidelines.
• Strong understanding of medical terminology, anatomy, and physiology.
• Understanding of coding audit processes and quality improvement methodologies.
• Familiarity with risk adjustment and quality coding in a healthcare operations environment.

Qualifications

• Demonstrated ability to facilitate engaging, interactive training sessions in live virtual and in-person formats.
• Strong presentation and public speaking skills, including comfort delivering training on camera and in virtual settings.
• Excellent verbal and written communication skills, with the ability to explain complex clinical and technical concepts clearly and concisely.
• Experience developing or contributing to training materials, including guides, job aids, and reference documents.
• Ability to adapt communication style and instructional approach to meet the needs of different learner groups.
• Experience gathering and incorporating feedback to improve training quality, learner engagement, and training outcomes.
• Strong listening and coaching skills, with the ability to build rapport with learners and support skill development.
• Proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.
• Strong computer skills and the ability to learn new systems, tools, and platforms quickly.
• Comfort using virtual training tools such as Zoom, Microsoft Teams, and Learning Management Systems.
• Ability to navigate platform-based workflows, reporting features, analytics tools, and user-facing system functionality.
• Detail-oriented working style with strong analytical skills and the ability to review data, identify trends, and recognize training opportunities.
• Self-directed and highly organized, with the ability to manage multiple training initiatives with minimal supervision.
• Collaborative approach and ability to work effectively with cross-functional teams, customers, and diverse stakeholders.
• Professional demeanor, tactful communication style, and ability to work effectively with both customer teams and internal partners.
• Adaptability when priorities change, platform features evolve, or customer needs shift.
• Strong commitment to confidentiality and HIPAA compliance when handling customer and patient information.

Benefits

• Competitive salary.
• Medical, dental, and vision benefits.
• 401(k) plan with employer match.
• Generous paid time off plan.