Call Center Training Specialist
Job Summary
The Healthcare Call Center Trainer is responsible for developing, delivering, and evaluating training programs for call center staff who handle patient inquiries, scheduling, insurance verification, and other healthcare-related services. The role ensures agents provide accurate, empathetic, and compliant service. Reports to the Call Center Manager.
Essential Functions
- Create and update training materials, manuals, and e-learning modules tailored to healthcare compliance and patient communication.
- Design and deliver new hire training and ongoing development programs for call center staff.
- Conduct quality audits of calls and provide coaching to improve performance.
- Ensure staff understand and comply with HIPAA regulations, insurance processes, and healthcare policies.
- Track performance metrics and adjust training programs to address gaps.
- Collaborate with supervisors and managers to align training with organizational goals.
- Support staff motivation and professional growth through mentoring and feedback.
Required Additional Requirements
- Education: High School Diploma/GED Equivalent in General Studies
- Experience: 1+ years of Education Training Experience
- Prior Experience: 1+ years of Healthcare Experience; 1+ years of Revenue Cycle Experience
Physical Requirements
Sedentary work - Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
Job Description
Job Category: Revenue Cycle
Job Family: Registration and Scheduling
Shift: Requires the ability to work assigned schedules and hours as determined by the department
Employee Type: Regular 15
Corporate Services Division
Benefits
Competitive wages and benefits on qualifying positions. Some of those benefits can include: Supportive work culture, Medical, Vision and Dental Coverage, Retirement Plans, Health Savings Account, and Flexible Spending Account, Instant pay is available for qualifying positions, Paid Time Off Accrual Bank, Opportunities for growth and advancement, Tuition assistance/reimbursement, Excellent pay differentials on qualifying positions, Flexible scheduling
Pay
Starting Pay Rate Range: $22.63 - $28.29 (Determined by the knowledge, skills, and experience of the applicant.)
Schedule
Requires the ability to work assigned schedules and hours as determined by the department