The opportunity
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…
What you'll do
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
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
What they're looking for
- 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
- 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
