Position Summary

The Trainer is responsible for designing, facilitating, and continuously improving training programs for Patient Experience (PX) and Inside Sales (Patient Coordinator) teams. This role supports both new hire onboarding and ongoing remediation efforts, delivering live instructor-led training and building scalable content within the Learning Management System (LMS). The ideal candidate brings a strong blend of facilitation energy, instructional design skill, and proven experience supporting revenue-generating teams — translating complex workflows into clear, engaging learning experiences that drive performance.

Key Responsibilities

Facilitation & Live Training

• Facilitate live new hire training for PX and Patient Coordinator roles, covering systems, processes, call handling, and compliance expectations
• Lead remediation sessions for agents identified through QA monitoring, performance trends, or supervisor referral
• Adapt facilitation style to learner needs, pacing, and group dynamics while maintaining consistency in content delivery
• Partner with Quality and Operations to stay current on process changes, product updates, and compliance requirements

Coaching & Performance Support

• Provide individualized coaching to new hires and tenured agents to reinforce training concepts, address skill gaps, and support performance improvement
• Partner with QA and team leads to deliver targeted coaching following audit findings or remediation referrals
• Use a consultative, strengths-based coaching approach that builds agent confidence while driving measurable behavior change
• Document coaching interactions and track progress over time to inform remediation plans and escalation decisions

LMS Content Development

• Build and maintain eLearning modules, knowledge checks, and job aids for deployment in the LMS
• Convert existing training materials (SOPs, process guides, QA rubrics) into structured, self-paced learning experiences
• Ensure all LMS content is version-controlled and aligned with current documentation
• Leverage AI tools to accelerate content development, enhance module interactivity, and improve learning design efficiency

Training Data & Reporting

• Track and maintain training data points including new hire completion rates, assessment scores, remediation participation, and time-to-proficiency metrics
• Prepare regular status updates and training reports for the Training Manager and key stakeholders, summarizing cohort progress, open items, and trend flags
• Monitor LMS data to identify patterns in learner performance and surface insights that inform curriculum adjustments or remediation needs
• Maintain accurate training records in accordance with quality and compliance standards

Curriculum & Content Management

• Maintain training curricula for both new hire tracks and remediation pathways
• Collaborate with Document Control to ensure training content reflects current approved procedures
• Participate in SOP/process guide reviews to assess training impact of document changes

Cross-Functional Collaboration

• Work closely with QA supervisors, team leads, and operations to identify training needs and close performance gaps
• Support the Training Manager and team leads with special projects, refresher campaigns, and product launches as needed

Qualifications

Required

• 2+ years of experience in a training, learning & development, or instructional design role, preferably in a healthcare, contact center, or patient services environment
• Experience training revenue-generating teams — inside sales, patient coordinators, or similar roles where agent performance directly impacts conversion, revenue, or patient acquisition
• Demonstrated coaching experience — ability to deliver effective 1:1 and small group coaching that drives observable behavior change and performance improvement
• Demonstrated experience facilitating live trainings (both in-person and virtual) for adult learners
• Hands-on experience building content in an LMS (e.g., Workday or similar)
• Experience tracking training metrics and preparing status updates or reports for leadership
• Demonstrated tech savviness with the ability to quickly learn and navigate new platforms, tools, and systems
• Hands-on experience using AI tools (e.g., Claude, Gemini, or AI-powered features within authoring or LMS platforms) to support content creation, efficiency, or workflow automation
• Strong written and verbal communication skills
• Ability to manage multiple concurrent training initiatives and deadlines

Preferred

• Training certifications such as ATD Certified Professional in Talent Development (CPTD), Associate Professional in Talent Development (APTD), or equivalent highly sought
• Project management certifications such as PMP, CAPM, or equivalent (e.g., Certified Scrum Master, Six Sigma) highly sought
• Experience training customer-facing or sales-adjacent roles in a healthcare or patient services environment
• Familiarity with QA-driven remediation processes
• Experience with eLearning authoring tools (Articulate Rise, Storyline, or similar)
• Knowledge of healthcare terminology, HIPAA, or revenue cycle workflows
• Experience using AI tools for instructional design, script writing, or knowledge base development

Competencies

• Engaging facilitation and presence in front of a room
• Coaching effectiveness — ability to meet agents where they are, build trust quickly, and motivate meaningful skill development
• Instructional clarity — ability to simplify complex information without losing accuracy
• Data literacy — comfortable pulling, organizing, and communicating training metrics to varied audiences
• Tech fluency — quick to adopt new tools, platforms, and AI-assisted workflows with minimal ramp time
• Accountability and follow-through on content updates, reporting deadlines, and learner tracking
• Collaborative mindset with operations, quality, and document control stakeholders
• Comfort working in a fast-paced, evolving environment where processes change regularly