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Job Description

We are seeking an experienced and dynamic Healthcare Call Center Trainer to design and deliver high-impact patient-centric, compassion-focused collections training programs that support the successful launch and rapid scale of our new call center. This role is responsible for building comprehensive training content, managing knowledge resources, and contributing to quality assurance processes that ensure frontline staff are equipped to deliver exceptional patient experiences. The ideal candidate has a strong background in healthcare customer service, adult learning principles, and call center operations.

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Key Responsibilities

Design, develop, and deliver training programs for new hires and existing staff across all call center functions (inbound, outbound, scheduling, patient support, billing, etc.)

Create and maintain knowledge management resources, including call guides, SOPs, FAQs, and reference materials

Support the onboarding process for each new cohort, including coordination with leadership, systems access, and readiness activities

Collaborate with quality assurance and operations teams to align training content with service expectations and performance goals

Conduct ongoing skills development, soft skills coaching, and upskilling initiatives to support continuous improvement

Analyze performance data and quality trends to identify training needs and close knowledge or behavior gaps

Contribute to the design of QA frameworks and calibration processes to ensure consistency in feedback and coaching

Support the development of a strong culture of learning, accountability, and empathy within the call center

Adapt training delivery methods (e.g., virtual, in-person, hybrid) to meet the needs of a rapidly growing and geographically dispersed team

Stay current on healthcare regulations, industry best practices, and contact center innovations to inform training design

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

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Skills and Requirements

35+ years of experience in a training role within a healthcare or contact center environment and a focus on payment solutions

Proven success in designing and delivering training content for new call center launches or large-scale ramp-ups

Strong understanding of healthcare operations, patient experience, and revenue cycle terminology

Experience with quality assurance programs and the development of coaching tools and rubrics

Familiarity with learning management systems (LMS), call center technologies, and knowledge bases

Prior experience with Epic

Bachelors degree in Education, Healthcare Administration, Communications, or related field preferred

Experience working in fast-paced or startup environments with high growth demands is a plus null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].