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.