QA Trainer

Jumpstart your career at Rehab Medical, one of the nation’s leading providers of custom advanced medical equipment and a winner of multiple awards! Headquartered in Indianapolis, Rehab Medical is looking for driven, positive individuals who are ready to grow with us. Join our team and become part of a company that values your impact and development as much as the lives we improve every day.

As we continue to expand our reach, we’re looking to add individuals embodying our core values, making a positive impact on the lives of others, and driving continuous personal and professional growth to our dynamic Rehab Medical team.  Whether you’re supporting patients, working with teammates, or building your career, every day brings an opportunity to make a meaningful impact.

Why You Should Apply:

• We offer health, dental, and vision benefits plus HSA incentives
• 401 (k) match with personal finance seminars and one-on-one assistance
• Tuition Reimbursement
• Training and Orientation at our Headquarters in Indianapolis
• Mentorship Onboarding Program
• Employee Recognition Program
• Leadership Development Program
• Health and well-being initiatives through our Employee Assistance Program

Overview:

The Insurance QA Trainer is responsible for supporting new hire onboarding, ongoing department training, quality review, and performance improvement within the Insurance department. This position partners closely with Insurance leadership to ensure Follow Up Representatives and related teams understand expectations, systems, policies, and processes while maintaining consistent accountability around quality metrics, issue resolution, pre-authorization accuracy, kickbacks, task volume, compliance requirements, and production expectations.

Required Education and Experience:

• Bachelor’s degree or equivalent work experience.
• Minimum of 3–5 years of training experience, preferably in healthcare operations, insurance, reimbursement, pre-authorization, claims, or a related environment.
• Ability to plan, implement, and maintain an effective training curriculum for new and existing team members.
• Strong presentation skills with the ability to deliver engaging, practical, and easy-to-understand training.
• Ability to review QA metrics, identify trends, and provide coaching or training tied to quality improvement.
• Strong written and verbal communication skills with the ability to work effectively with employees, managers, and department leaders.
• Highly organized, adaptable, positive, and comfortable supporting change in a fast-paced department environment.

Preferred Experience:

• Experience supporting Insurance department workflows, including follow-up, pre-authorization, kickbacks, order processing, production expectations, or related quality metrics.
• Experience developing workflows, training materials, policy updates, QA reports, or other tools that improve consistency and accountability.
• Experience partnering with department Directors and Managers to identify training opportunities and support performance improvement.
• Ability to provide mentorship, coaching, and employee support while reinforcing department standards and expectations.

Responsibilities:

• New Hire Orientation and Onboarding
• Follow Up Representative Orientation
  • Lead Week 1 orientation focused on expectations, culture, and system introductions.
  • Support Week 2 training on Insurance systems, policies, and process expectations.
  • Coordinate Week 3 and Week 4 on-floor shadowing, including a minimum of six hours of shadowing support.
  • Ensure orientation activities are completed at 100% for assigned new hires.
• Daily QA Support and Issue Resolution
  • Review incorrect kickbacks for the Review Team and provide timely training within the kickback process.
  • Review incorrect kickbacks for the Pre-Auth Team and provide timely training within the kickback process.
  • Provide daily issue resolution support to help employees understand and correct process gaps.
  • Maintain daily quality support expectations, including a target of fewer than five incorrect kickbacks per month for each applicable team.
• Weekly Quality Review and Training Maintenance
  • Review Task Zero and Out of Box volume to identify trends and help reduce volume to fewer than five items per month where applicable.
  • Monitor incomplete pre-authorization information and provide targeted coaching to reduce quality errors.
  • Review incorrectly submitted pre-authorizations and provide follow-up training to improve submission accuracy.
  • Monitor pre-authorization submission Out of Box activity and support reduction efforts.
  • Review departmental policies and help amend current policies when process changes occur.
  • Maintain training materials, workflows, and process resources so they remain current and usable.
  • Conduct cohort training to support department alignment and consistency across team members.
• Cross Training and Department Alignment
  • Coordinate bi-weekly or as-needed department cross training to support education alignment.
  • Partner with department leaders to identify process gaps, training opportunities, and areas needing additional support.
  • Adapt training approach quickly as department priorities, policies, or workflows change.
  • Communicate effectively with employees at varying experience levels and tailor support to meet them where they are.
• Monthly Reporting, Meetings, and Performance Support
  • Prepare for and participate in monthly Director meetings, including agenda development and follow-up on expectations.
  • Review production reports and support performance expectations tied to team order-per-day averages, with a target of at least 90%.
  • Monitor VGM Compliance completion and support 100% completion by the 15th of each month.
  • Complete QA reporting and ensure results are organized, accurate, and ready for department review.
  • Conduct QA one-on-ones for employees below 70% and document coaching or discussion outcomes as needed.
  • Use compliance QA audit results to support continued education and reinforce process expectations.
• Formal Training and Continuous Improvement
  • Plan and deliver formal department training focused on process improvement and quality consistency.
  • Develop engaging training sessions, practical resources, and process workflows that help employees apply expectations consistently.
  • Maintain regular QA and continuous training sessions based on metric trends, leadership feedback, and department needs.
  • Provide reports and updates as directed to support leadership visibility into training activity, QA results, and improvement opportunities.

Key QA Metrics and Targets:

• Orientation Completion – Ensure Week 1, Week 2, and Week 3/4 Follow Up Representative orientation activities are completed at 100%, including expectations, culture, systems, policy, process training, and required on-floor shadowing.
• Quality Error Reduction – Support reduction of incorrect kickbacks, incomplete pre-authorization information, incorrectly submitted pre-authorizations, Task Zero/OOB volume, and Pre-Auth Submission OOB activity, with applicable targets of fewer than five items per month.
• Training and Policy Maintenance – Maintain current training materials, process workflows, and departmental policies; support cohort training, formal department training, and cross training as needed to keep the department aligned.
• Reporting and Compliance Support – Complete QA reporting, support VGM Compliance completion by the 15th of each month, review Compliance QA Audit Results for continued education opportunities, and partner with leadership on performance improvement follow-up.