Instructional Designer

Job Description: Instructional Designer (Credentialing & Enrollment)

Department: Operations / Customer Enablement (or Product Enablement)
Reports to: Head of Customer Success
Location: Remote (U.S.) or Hybrid (Atlanta preferred)
Type: Full-time (or Contract-to-Hire)

Role Summary

Acorn Credentialing Solutions is seeking an Instructional Designer with hands-on expertise in healthcare credentialing and payer enrollment to build scalable, role-based enablement for internal teams and external clients. This role will translate complex credentialing and enrollment workflows—CAQH, payer rosters, delegated credentialing, privileging, recredentialing, directory compliance, and audits—into clear training experiences that improve adoption, reduce onboarding time, and drive measurable operational outcomes.

You will own the end-to-end learning lifecycle: needs assessment, curriculum design, content development, delivery enablement, certification, and continuous improvement. This role partners closely with Product, Customer Success, Operations, and Compliance to ensure training is accurate, practical, and aligned to Acorn’s platform and customer outcomes.

Key Responsibilities

Learning Strategy and Program Ownership

• Build and maintain Acorn’s enablement strategy for credentialing, enrollment, privileging (if applicable), and provider data management workflows.

• Develop role-based learning paths for common personas (e.g., Credentialing Specialists, Enrollment Specialists, Provider Liaisons, Payer Ops, Client Admins, Supervisors/Leads).

• Create scalable onboarding and ongoing training programs for customers, partners, and internal teams (CS, Implementation, Support, Sales).

Instructional Design and Content Development

• Produce high-quality learning assets across modalities:

  • eLearning modules (SCORM/xAPI), microlearning, videos, job aids, playbooks, and knowledge base articles.

  • Process maps, SOPs, checklists, and “how-to” guides embedded in workflows.

  • Scenario-based simulations and workflow labs aligned to real credentialing/enrollment tasks.

• Convert regulatory and payer requirements into digestible learning content (e.g., CAQH, payer portal submissions, attestations, rosters, revalidation/recredentialing cycles).

Platform and Workflow Enablement (Acorn Product)

• Translate Acorn product workflows into training experiences that reduce errors and improve adoption:

  • Application intake and completeness checks

  • Primary source verification (PSV) and document management

  • Enrollment submissions, status tracking, roster updates

  • Provider data change management and audit readiness

• Partner with Product and Support to stay current on releases; maintain training content and release notes-oriented enablement.

Measurement and Continuous Improvement

• Define and report training impact metrics (e.g., time-to-proficiency, reduced ticket volume, workflow error reduction, adoption of key features).

• Gather feedback from implementations, support trends, and customer outcomes; iterate curricula accordingly.

• Maintain content governance: version control, periodic reviews, and compliance accuracy.

Stakeholder and SME Management

• Lead structured discovery with credentialing/enrollment SMEs to capture workflows, edge cases, payer nuances, and best practices.

• Coordinate with Compliance/Security to ensure training aligns to HIPAA, SOC 2 practices (as applicable), and customer policies.

• Support customer-facing webinars, office hours, and train-the-trainer sessions when needed.

Required Qualifications

• 5+ years in instructional design, learning experience design, or enablement roles, with significant healthcare operations exposure.

• Direct experience in provider credentialing and payer enrollment workflows (e.g., CAQH, commercial payers, Medicaid/Medicare enrollment concepts, roster management, recredentialing).

• Demonstrated ability to translate complex operational workflows into clear learning paths and practical job aids.

• Strong understanding of healthcare provider data, documentation requirements, and process dependencies.

• Proficiency with modern authoring and content tools (examples: Articulate 360/Rise, Storyline, Camtasia, Loom, WalkMe/Pendo-style guidance, LMS administration).

• Strong writing and information architecture skills; comfortable creating SOPs and structured process documentation.

Preferred Qualifications

• Experience supporting healthcare SaaS onboarding/implementation and customer enablement at scale.

• Familiarity with NCQA, delegated credentialing concepts, audit preparation, and directory compliance.

• Experience with product-led enablement (in-app guidance, contextual help, embedded learning).

• Experience creating certification programs and competency-based assessments.

• Working knowledge of data/reporting tools and using support/usage data to drive training priorities.

Core Competencies

• Systems thinking and operational rigor (can map workflows end-to-end and identify failure points).

• High empathy for end users; designs training that reflects real-world constraints and time pressures.

• Stakeholder influence and SME facilitation.

• Bias for clarity, usability, and measurable outcomes.

• Comfort in an ambiguous, fast-changing startup/scale-up environment.

Success Metrics (First 90–180 Days)

• Launch role-based training paths for credentialing and enrollment personas.

• Reduce implementation training time and improve time-to-proficiency for new customer teams.

• Decrease repetitive support tickets through improved self-service and workflow job aids.

• Establish governance and release update process to keep content aligned with product changes.

What Acorn Offers (Optional Section)

• Mission-driven healthcare infrastructure work with enterprise clients.

• High-ownership role with direct impact on customer outcomes and product adoption.

• Competitive compensation, benefits, and flexible work arrangements (as applicable)