Lindsay Fregiato

My duties are to oversee anywhere from 9-10 Clinical Trainers and 2 Documentation Specialists. The Clinical Trainers design, development, and deliver of clinical training programs that support organizational goals and regulatory standards. This role ensures training strategies are structured, efficient, and scalable across multiple clinical disciplines, including physicians, nurses, therapy clinicians & genetic counselors. Responsibilities include creating and implementing onboarding plans, maintaining cross-skill competencies, analyzing training outcomes, and driving continuous improvement through data-driven insights. Both my Documentation Specialist ensures accurate, compliant clinical documentation while supporting trainers and staff through quality checks, workflow improvements, and education. As Manager, I partner with stakeholders to align learning initiatives with business priorities, fosters a culture of growth and adaptability, and position the training team as leaders and champions of change.

In addition to managing anywhere between 6-14 team members and 14-23 training assistants, my duties include overseeing all NC call center new hire virtual training classes for remote staff. Working with HR, recruiting and operations to coordinate & schedule classes based on business needs. In collaboration with the team, we maintain our classroom curriculums and NC resources on Iris. Working together in partnership with the instructional design team to update and create interactive courses & quizzes. Utilize Smartsheet and Tableau to track department KPI’s and share metrics with key stakeholders. Project management tasks include the development of the training Lab and the training assistant program, transitioning in person training to a virtual environment and conducting several pilots to create class and business efficiencies. Promote development and growth of team members from Technical Training Analyst to Technical Sr. Training Analyst. Participate in regular reoccurring meetings with QA, Auditing & Operations to review trends and identify solutions to enhance processes.

Still serving as a call center classroom educator for all non-clinical departments. My goal was to create and implement the new Learning Lab in an effort to further develop staff outside of the classroom. This included hiring and supervising Associate Trainers (Mentors) to support mentoring new staff while taking live calls.

• Provided ongoing mentorship and support for trainees, encouraging the continued application of skills learned during training sessions in their daily Intake roles.
• Streamlined the training process by creating efficient schedules and organizational systems for resources.

Served as a call center classroom educator for all non-clinical departments from our SC office. This included preparing new employees for taking inbound calls from providers and performing hands on training using ImageOne for processing authorization requests. Additional training was provided for other call center roles to include clinical decision support, member scheduling, physician line and Cigna teams. Other duties consist of developing new training materials, updating classroom curriculums and performing compliance training for all new staff.

As a CDS representative remote employee, we were contracted through United Healthcare to provide notifications for members who need any outpatient diagnostic imaging. My responsibilities included taking inbound and placing outbound calls to doctor’s offices and facilities across the United States. During these calls my duties were to build patient cases and take clinical information pertaining to outpatient radiology requests. Assist corporate trainer as a facilitator to newly hired staff by providing and educating key components on department requirements. Mentored staff after training to ensure they are applying best practices learned in the classroom. To assist in my evaluations process, I created a template to measure their growth as CDS representatives.