Provider Success & Training Specialist

Cohere's Client & User Management team is responsible for ensuring that client organizations are supported throughout their lifecycle of using the platform. This role will ensure our client reviewer teams—RN and MD reviewers—have the right tools, training, and resources to effectively manage their queues across all lines of business. The Client Training Specialist position is a specialist-level role critical to our organization's success.

As a Client Training Specialist, you will work closely with many teams at Cohere to deeply understand our mission, our clients' organizational operating structures, and the internal workflows of their review teams. You will develop an expert-level understanding of current and future state workflows, client-specific customizations, and queue management processes. You will use this knowledge to support, coordinate, and execute training programs that enable RN and MD reviewers to operate efficiently within Cohere's platform.

The Client Training Specialist will be highly organized in order to plan and execute all client training sessions and activities, successfully engaging reviewer teams to drive adoption and proficiency in queue management workflows.

• Support the development and delivery of best-in-class live and digital training for client RN and MD reviewer teams focused on queue management workflows.

• Coordinate client onboarding training specific to queue management processes, reviewer workflows, and platform navigation.

• Build out and maintain training toolkits and LMS content to ensure scalability and consistency across client organizations.

• Develop engaging training materials tailored to each client's unique customizations, organizational structure, and internal team workflows.

• Continuously review existing training materials, videos, and webinars to determine accuracy, effectiveness, and relevance to current and future state workflows.

• Gain and maintain a deep understanding of Cohere's product, queue management functionality, and client-specific configurations to ensure training reflects real-world reviewer experiences.

• Deliver high-quality, professional webinars and demos remotely to client reviewer teams.

• Incorporate user feedback to constantly iterate and improve training services.

• Collaborate with internal teams (Delivery Solutions, Program Management, Provider Success) to gather information on workflow changes and translate them into effective training materials.

• Document and track client-specific workflow customizations to ensure training content remains aligned with each client's operating model.

• Bachelor's degree in Business, Communications, Education, or a related field.

• 3–5 years of experience in a customer service and/or client-facing role.

• 2+ years of experience designing and delivering training to client teams or end users.

• Background in instructional design, content writing, or training development.

• Technology platform or SaaS domain experience; healthcare technology experience, particularly supporting utilization management or prior authorization workflows, is a plus.

• Strong understanding of queue management concepts and reviewer workflows, or the ability to rapidly learn them.

• Demonstrated ability to understand and document complex workflows, system customizations, and organizational structures; familiarity with client organizational structures in health plan or payer environments is a plus.

• Prior experience supporting mid- to large-scale projects, with the ability to prioritize across a portfolio of client accounts and focus effort on the highest-impact activities.

• Strong attention to detail in creating and maintaining training