Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Job Description:
Education:
High School Diploma, bachelor’s degree preferred.
Experience:
5+ years of experience developing training curriculum or knowledge content for a service center environment.
Mandatory Skills:
• 5+ years of experience developing training curriculum or knowledge content for a service center environment.
• High School Diploma, bachelor’s degree preferred.
• Strong skills working with authoring tools such as: Articulate Storyline, Camtasia, Adobe Creative Cloud, Vyond, etc.
• Strong PC and MS Office skills.
• Instructional design or knowledge management certification, preferred.
• Experience developing training curriculum for a customer service call center and/or Healthcare industry preferred
• Exposure to Knowledge management and technical writing preferred.
Preferred Skills:
• Demonstrated success with business writing and presentation skills
• Understanding of customer contact center operations.
• Ability to incorporate the principles of adult learning into training curricula utilizing instructor-led, virtual and eLearning platforms.
• Ability to bring innovative thought process to curriculum design and curation
• Ability to convey complex information and scenarios into meaningful, effective training course material.
• Excellent communication skills (verbal, written, and presentation) at all levels of the organization.
• Experience working in a fast-paced Agile environment.
• Understanding of the Principles of Adult Learning.
• Experience implementing training programs and building strong relationships and consensus.
Roles & Responsibilities:
DUTIES & RESPONSIBILITIES:
Learning Content (Instructional) Design:
• Design, develop, implement and evaluate course content for new hire contact center training curriculum
• Design, develop and implement course content for ongoing training programs for contact center roles.
• Perform ongoing curriculum maintenance as needed to ensure training materials are current and documentation is available in a secure shared location.
• Use instructional design methodologies to determine the best learning approach for addressing business needs and determine methods to measure success of the programs
• Experience and ability to measure the success of training or knowledge content using proven Instructional Design methodologies.
• Proven ability to create engaging innovative micro-learning courses in a fast-paced environment.
•Develop scalable role play scenarios and integrate them into training curricula, ensuring time efficiency and alignment with other learning materials
• Develop written and verbal learner evaluations to measure and reinforce knowledge retention
• Ideate, design, and create interactive learning experiences to enhance associate training across instructor led, virtual, and eLearning platforms
• Mentor and coach others on Instructional Design methodologies.
• Conduct peer reviews of training and knowledge deliverables
• Transfer instructional design skills and knowledge through structured enablement and knowledge‑sharing sessions, as required to meet business needs.
• Explore, pilot, and prove, and apply emerging learning technologies using enterprise AI‑enabled tools to innovate instructional design approaches and improve efficiency, learner engagement, and training impact.
Project/Relationship Management:
• Partner with global Operations, Training, Quality, and Enablement teams to establish closed‑loop feedback mechanisms, maintain regular needs‑assessment cadence, and design time‑efficient learning solutions that maximize impact within limited training durations.
• Build partnerships with leadership to understand and determine opportunities for improvement in learning programs, including soft skill and competency development as well as technical knowledge and proficiency.
• Develop strong relationships with our business partners to implement and assist in curriculum development for Service Operations.
• Using Agile methodologies, identify changes in products, systems, and processes that impact training and update the curriculum as needed with these changes.
• Lead large-scale projects and coordinate with internal and external stakeholders.
• Lead in assessing business needs and determining the scope of projects.
• Communicate and work effectively with all levels of management.
• Builds effective partnerships with SMEs to enable content delivery, collect feedback, and implement lessons learned.
• Embrace the Service Operations service strategy and keep curricula up to date with the changes in the business strategy and direction
General Safety and Security
• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
Location:
Skills Required
- 5+ years of experience developing training curriculum or knowledge content for a service center environment.
- Strong skills working with authoring tools such as Articulate Storyline, Camtasia, Adobe Creative Cloud, Vyond.
- Strong PC and MS Office skills.
- Instructional design or knowledge management certification.
- Experience developing training curriculum for a customer service call center and/or Healthcare industry.
- Exposure to Knowledge management and technical writing.
Sagility Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sagility and has not been reviewed or approved by Sagility.
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Healthcare Strength — The company provides medical, dental, and vision coverage along with life insurance, short- and long-term disability, Flexible Spending Accounts, and an Employee Assistance Program. Policies also indicate coverage for dependents according to local regulations and include wellness and mental health initiatives.
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Retirement Support — A 401(k) with employer contribution is part of the standard package. Role descriptions and materials consistently reference retirement plan access alongside other core benefits.
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Leave & Time Off Breadth — Paid time off is provided, and formal leave types include maternity, paternity, adoption, and bereavement in line with local regulations. Additional flexibility elements such as hybrid or work-from-home arrangements are noted in some contexts.
Sagility Insights
What We Do
Sagility is a U.S.-based, tech-enabled healthcare business process management company that supports payers, providers, and their partners to deliver best-in-class operations, enhance the member and provider experience, improve the quality of care and promote health equity all while delivering cost-effective healthcare financial and clinical outcomes. Sagility Technologies uses a holistic consulting approach to identify the root causes of healthcare payer and provider pain points, analyze the issues, and provide a complete solution that encompasses people, process, and technology platform improvements. Equipped with a strategic solutions mindset, our core focus is on what most benefits the client. Combining healthcare operations and technology experience with advanced UI, UX, and analytics expertise, we develop and deploy customized solutions for our client’s business. Additionally, with our extensive global resources and facilities, we provide the best service/price ratio for any service outsourcing needs.
