About the Role: 

NexRep is hiring a Director to own certification for non-clinical healthcare programs in a business process outsourcing environment. You will set the strategy and build the programs that get new and existing teams production-ready across client service lines, including patient access, pharmacy support, enrollment, benefits, reimbursement, and related healthcare operations. 

This is a hands-on leadership role. You will partner with Operations, Quality, Workforce Management, Compliance, Technology, and Client Operations so certification shows up in quality, productivity, compliance, and the client experience. The role does not include clinical education and does not require a clinical license. 

What You’ll Do:

• Set the certification strategy, standards, and roadmap/governance for non-clinical healthcare programs, and partner with Client Operations on new-client launches and production readiness. 
• Own the contractor path from onboarding through certification, nesting, and transition to production, with clear completion criteria tied to knowledge, quality, productivity, and compliance to client standards. 
• Lead curriculum and instructional design so content stays current with client workflows, systems, policies and procedures and so success is measured by demonstrated competency to client standards. 
• Use quality, compliance, and performance data to close capability gaps, and build scorecards that connect certification to proficiency, quality, productivity, and retention. 
• Lead the certification team, manage the budget and vendor relationships, and apply learning technology and AI where it creates measurable value. 

What You Bring:

• 8+ years in learning and development, certification, workforce enablement, or organizational development, including 5+ years leading managers or multi-layer teams. 
• Experience in BPO, contact center, patient support, healthcare operations, or a similarly complex service environment, including large new-hire ramps. 
• A track record building or transforming certification or training programs in a high-growth or rapidly changing setting. 
• Strength in adult learning, instructional design, assessment, and connecting learning metrics to operational results. 
• Executive communication and client-facing experience, plus hands-on use of an LMS and modern learning technology. 
• Bachelor’s degree or equivalent combination of education and experience. 

Preferred:

• Healthcare BPO, patient or member support, pharmacy, payer, medical-device, or reimbursement/hub experience, including HIPAA-regulated environments. 
• New-client launches, rapid workforce ramps, remote or dispersed teams, and use of AI or process-improvement methods in learning. 

How Success Is Measured

Success is not the volume of training delivered. It is how consistently the organization can place knowledgeable, compliant, and productive employees into healthcare operations, with improvement in time to proficiency, quality, retention, client satisfaction, and the scalability of the certification model. 

Work Environment and Physical Demands

Work is typically performed in a dedicated home office. The engagement requires prolonged computer use, frequent communication by phone and video, and the ability to sit or stand at a workstation for extended periods. 

Maintains a private, reasonably quiet workspace and a reliable high-speed internet connection sufficient for voice and systems work. 

NexRep will consider reasonable accommodations so a qualified individual can perform the essential functions of the engagement. 

Availability and Travel 

Availability follows client and internal meeting cadences (weekly, monthly, and quarterly reviews). Evening or off-hours meetings may be needed to meet client needs. 

Travel: Occasional travel for client visits and, as needed, to NexRep or client locations for business meetings. NexRep reimburses approved travel expenses. 

Disclaimer

This description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time, with or without notice, based on business and client needs.