Customer Training Specialist

Remote (United States)

Job Details

Employment Type: Full Time

Department: Operations

Compensation: $75,000 – $90,000 per year

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.

This role designs, prepares, and delivers live virtual training sessions, with occasional in-person training based on customer needs. The position supports customers during onboarding and beyond, helping users understand platform functionality, clinical coding standards, retrieval workflows, analytics tools, and reporting features.

The Customer Training Specialist works closely with Onboarding, Learning and Development, Operations, Product, Customer Success, Quality, and Retrieval teams to keep training content accurate, scalable, current, and aligned with customer needs, platform updates, compliance expectations, and operational workflows.

What You’ll Do

Customer Training & Program Delivery

• 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.
• Deliver interactive, role-specific training tailored to each customer’s team structure, workflows, responsibilities, and operational goals.
• 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.

Content Development & Training Resources

• 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.

Continuous Improvement & Customer Support

• 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.

Cross-Functional Collaboration

• Partner with Onboarding, Customer Success, and Operations teams to understand customer training needs and align training delivery with implementation goals.
• Coordinate 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.

Qualifications

Clinical Coding Expertise

• 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.

Training & Communication Skills

• 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.

Technical & Platform Skills

• 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.

Professional Competencies

• 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.

Preferred Qualifications

• Experience in customer-facing training, enablement, onboarding, or customer success roles.
• Familiarity with Learning Management Systems or other training delivery platforms.
• Experience in healthcare operations, clinical coding departments, or quality improvement initiatives.
• Knowledge of adult learning principles and instructional design best practices.
• Experience creating knowledge checks, assessments, or other tools used to measure learning outcomes.

Benefits

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