Learning and Development Coordinator

Function: Operations Excellence / Patient Experience

Location: Multi-hospital / Regional (with on-ground presence)

Role Objective

To build and own Aldun’s Learning & Development and Quality function, ensuring that every on-ground executive delivers exceptional patient handling, process accuracy, and hospital-grade professionalism at scale.

This role is responsible for transforming training into a measurable patient experience advantage for Aldun.

Key Responsibilities

1. Build Aldun’s L&D Framework

• Design and implement Aldun’s Ground Team Charter, training philosophy and quality standards.
• Create structured onboarding, certification, and re-certification programs for hospital-stationed teams.
• Develop practical, scenario-based training content focused on real patient interactions.

2. Own Patient Experience Quality

• Define what “excellent patient handling” means at Aldun and ensure it is delivered consistently.
• Audit patient interactions, escalations, and feedback to identify quality gaps.
• Drive corrective training actions for recurring issues.

3. Coach & Enable On-Ground Teams

• Train and mentor regional trainers and on-ground mentors.
• Conduct live role-plays, shadowing sessions, and mock patient scenarios.
• Personally coach low-performing executives and build improvement plans.

4. Hospital & Stakeholder Alignment

• Ensure Aldun executives operate seamlessly within hospital environments.
• Train teams on hospital etiquette, escalation protocols, and inter-departmental coordination.
• Act as the quality escalation point for hospital partners when required.

5. Metrics, Reporting & Continuous Improvement

• Own L&D and Quality KPIs including patient satisfaction, error rates, escalations, and certification scores.
• Publish weekly and monthly quality dashboards for leadership.
• Continuously refine training programs based on real-world data and feedback.

6. Build a Culture of Ownership & Pride

• Instill a sense of purpose, empathy, and accountability in Aldun’s ground teams.
• Identify high performers and groom them into mentors and trainers.
• Collaborate with HR and Ops on career progression frameworks linked to quality performance.

Key KPIs & Success Metrics

• Patient Satisfaction Score ≥ 4.7 / 5
• Reduction in patient escalations & complaints
• First-time-right case handling ≥ 95%
• New hire productivity within 14 days
• 100% certification & re-certification compliance
• Improved hospital feedback and trust scores

Experience

• 5–10 years in healthcare operations, patient experience, hospital training, or quality roles.
• Prior experience working inside hospitals (front office, billing, patient relations, nursing ops, or similar).
• Hands-on experience training or coaching frontline staff.

Skills & Traits

• Exceptional communication and coaching skills.
• High emotional intelligence and calm under pressure.
• Deep empathy for patients and families.
• Process-driven, yet people-centric.
• Comfortable with metrics, audits, and performance dashboards.
• Respected by both ground teams and hospital stakeholders.

Must-Have Attributes

• Has personally handled patients or families in high-stress healthcare environments.
• Believes training is about behavior change , not just knowledge transfer.
• Willing to spend time on the ground — not a desk-only role.
• Strong ethical compass and brand ownership mindset.

Nice-to-Have

• Exposure to insurance / TPA workflows.
• Experience in healthcare startups or high-growth ops environments.
• Multilingual (regional languages a plus).

Why Join Aldun

• Opportunity to build a foundational function from scratch.
• Direct impact on patient lives at critical moments.
• High visibility with leadership.
• Clear growth into Operations Excellence / CX leadership roles.