Seasonal Contact Center Trainer (Temporary)

About the Role

We are seeking an experienced and engaging Seasonal Contact Center Trainer to support the onboarding and development of new Customer Care Representatives during a high-volume hiring period. This role is responsible for delivering virtual instructor-led training, facilitating engaging learning experiences, and preparing employees for success in a remote healthcare contact center environment. The ideal candidate will have a strong background in contact center operations, employee training, coaching, and healthcare reimbursement or pharmacy support services. If you enjoy helping others learn, thrive in a fast-paced environment, and can turn complex processes into easy-to-understand training, we'd love to hear from you.

Responsibilities

• Facilitate virtual new hire training classes for remote Customer Care Representatives.
• Deliver training on customer service, call handling, professionalism, and communication skills.
• Train employees on healthcare contact center processes, benefits investigations, insurance verification, and case management.
• Educate trainees on HIPAA, PHI, data privacy, and compliance requirements.
• Conduct knowledge assessments and measure trainee understanding and progress.
• Provide coaching, feedback, and performance support throughout training.
• Assist with nesting activities and production readiness evaluations.
• Collaborate with Operations, Quality, and Leadership teams to ensure training materials are accurate and current.
• Monitor attendance, engagement, and completion metrics.
• Identify learning gaps and provide recommendations for continuous improvement.
• Support ongoing coaching and development initiatives as needed.

Requirements

• Strong facilitation and presentation skills.
• Ability to engage remote learners in a virtual classroom environment.
• Excellent verbal and written communication skills.
• Strong coaching, mentoring, and feedback skills.
• Ability to manage multiple priorities and adapt quickly to changing business needs.
• Strong organizational skills and attention to detail.
• Positive attitude and ability to motivate learners.

Qualifications

• High school diploma or GED required.
• Minimum of 3 years of experience training employees in a contact center environment.
• Experience facilitating virtual instructor-led training.
• Experience coaching and developing customer service representatives.
• Working knowledge of HIPAA and PHI requirements.
• Strong Microsoft Office and Microsoft Teams skills.
• Ability to work independently in a remote environment.

Preferred Qualifications

• Healthcare contact center experience.
• Specialty pharmacy experience.
• Manufacturer HUB experience.
• Patient Assistance Program (PAP) experience.
• Copay assistance program experience.
• Quality Assurance or call monitoring experience.
• Experience supporting remote workforces.

Schedule

• Monday through Friday
• Standard business hours
• Temporary seasonal assignment
• Remote position