Billings and Collections Training Coordinator

The Billings and Collections Training Coordinator is responsible for the design, delivery, and continuous improvement of training programs specific to the Billings & Collections Division. This role will identify training needs, develop training materials, and facilitate sessions for new hires, process updates, and continuous learning initiatives. The coordinator plays a key role in ensuring that team members have the skills and knowledge needed to perform effectively in a dynamic environment.

Essential Functions:

• Partner with Supervisors and Managers to identify training needs and create tailored development plans for teams and individuals.
• Design, execute, and deliver training programs using various methods (virtual, in-person, on-the-job, mentoring).
• Create and maintain engaging and effective training materials, ensuring accuracy and clarity.
• Facilitate training sessions including New Hire Training, New/Updated Process Training, and Continuous Learning refreshers.
• Ensure a professional and positive learning environment; provide direction, feedback, and coaching to trainees.
• Prepare and manage administrative documentation: rosters, attendance records, assessments, training feedback, and reports.
• Evaluate training effectiveness and make recommendations for improvement based on feedback and performance.
• Serve as a subject matter expert (SME) and lead end-user testing related to new system features or updates; collaborate with the Business Specialist and vendor (CIS).
• Monitor and report system deficiencies; create and track I.T. service requests in coordination with CIS vendor.
• Coordinate with external vendors and third-party sources to facilitate professional development opportunities.
• Operate audio/visual equipment to support training delivery.
• Support the nesting period and post-training supervision, including side-by-sides, uptraining, and coaching.
• Participate in and complete Trainer Certification and Organizational Leadership courses as required.
• Assist with special projects or other duties as assigned.

QUALIFICATIONS: Training and Experience:

Education:

• High School Diploma or GED required.
Post-secondary education at the Bachelor’s level is strongly preferred.

Experience:

• Minimum of 4 years of progressively responsible administrative, financial, or billings/collections experience.
Minimum of 3 years of documented success in a leadership or training development role.

Desirable Knowledge Skills and Abilities:

Technical Skills:

• Proficiency with Microsoft Office Suite: Excel, PowerPoint, Word, Outlook.
• Experience with training in web-based or virtual platforms.
• Knowledge of Customer Information systems and/or Billing systems preferred.
Ability to create and edit documents, presentations, and process workflows (Visio, etc..

Key Competencies:

• Exceptional Communication: Clear, professional, and effective verbal and written communication.
• Training & Facilitation Expertise: Proven ability to design and deliver training with high engagement and retention.
• Analytical Thinking: Strong skills in evaluating training impact and identifying process gaps or inefficiencies.
• Organization & Time Management: Ability to manage multiple projects, timelines, and administrative tasks.
• Interpersonal Skills: Ability to collaborate and communicate effectively across departments and levels of management.
• Process Knowledge: Strong understanding of billings and collections processes; familiarity with contact center operations is a plus.
• Problem Solving: Proactive approach to identifying and resolving issues, especially related to systems or process updates.
  

SPECIAL REQUIREMENT:

Must possess a valid driver's license issued by the state in which the employee resides.

Pursuant to MSD's "Substance Abuse Policy and Procedures," this position has been designated as
safety sensitive and candidate must pass a Non-D.O.T. Drug Test for this position. Employees occupying
this position are not subject to Federal (D.O.T.) Drug and Alcohol Testing Regulations.

Employees of MSD must have a meets expectation on their most recent performance evaluation.