Supervisor, Client Services Instructor

Job Description

Company Introduction

Availity is one of the leading health information networks in the United States, processing more than 4 billion transactions annually and connecting more than two million healthcare providers and over two thousand technology partners to health plans nationwide. Our teams of technology, business, and customer service professionals in Bangalore, India, are working together to transform healthcare delivery in the United States through innovation and collaboration. Our technologists help develop cutting-edge revenue cycle solutions that help hospitals, health systems, and physicians maximize payments and optimize their workflows.

Availity is a diverse group of people whose talents, curiosity and passion steer the company to create innovative solutions for the US Healthcare industry. If you are a driven, creative and collaborative individual, with exceptional technology skills to drive innovation, we want to hear from you.

Job Description

Directs the activities of customer and/or employee training in the operation of company products. Plans course design and support documentation. Ensures training program(s) meets company and customer objectives. Maintains communication with customers to ensure effectiveness of training. Requires understanding of current product use and application. Coordinates the staffing and scheduling of in-house and field training. May have responsibility for training Sales Representatives. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Roles & Responsibilities

The Supervisor, Client Services Instructor is responsible for overseeing a team of instructors who deliver training to clients across a range of formats (virtual, on-site, or hybrid). This role ensures training quality, consistency, and effectiveness while managing scheduling, coaching, and performance management for the instructor team.

Key Responsibilities

- Team Leadership & Oversight

- Supervise day-to-day activities of Client Services instructors; monitor performance, engagement, and scheduling.
- Conduct regular team meetings, training refreshers, and coaching sessions to promote continuous improvement.
- Provide onboarding and mentoring to new instructors.

- Training Quality & Delivery

- Facilitate engaging and effective training sessions.
- Ensure all training sessions meet quality standards, client expectations, and learning outcomes.
- Observe training sessions and provide feedback to instructors to enhance delivery.
- Review client feedback and make adjustments to delivery methods or content as needed.

- Operational Coordination

- Manage scheduling of instructor-led sessions across client accounts.
- Coordinate with client success and operations teams to ensure instructor availability aligns with demand.
- Track and report training metrics (attendance, engagement, satisfaction scores).

- Process Improvement

- Identify gaps in training materials or delivery methods and work with curriculum developers to resolve them.
- Recommend and implement process improvements to streamline operations and enhance client experience.

- Client Collaboration

- Serve as a point of escalation for client concerns related to instructor delivery.
- Support strategic client conversations regarding training customization, planning, and outcomes.

Qualifications

- Bachelors degree in Education, Organizational Development, Business, or related field (or equivalent experience)
- 35 years of experience in training, instruction, or client-facing learning roles
- 1+ years of supervisory or team lead experience preferred
- Experience delivering training to external clients a strong plus
- Excellent communication, facilitation, and coaching skills
- Strong organizational and time management skills
- Proficient in learning platforms, video conferencing tools, and scheduling systems

Preferred Competencies

- Client-centric mindset
- Leadership and people development
- Conflict resolution and problem-solving
- Data-driven approach to performance management
- Adaptability and comfort in a fast-paced environment

Eligibility

Video Camera Usage

Availity fosters a collaborative and open culture where communication and engagement are central to our success. As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.

Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships. The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.

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