Training Facilitator

HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology.

About the role

HealthEdge is looking for a dynamic call center trainer to join our company and contribute to our phenomenal growth. In this role, you'll be responsible for scheduling and conducting training sessions for both new and experienced call center agents, and supporting employees to maintain the productivity and quality of our customer service operations.

To ensure success as a call center trainer, you should have excellent knowledge of call center procedures and expertise in quality assurance. You will be a friendly, approachable individual with effective teaching and communication skills. You will bring your experience in training call center agents to effectively resolve inquiries from members and providers of our health plan customers.

Responsibilities

• Developing call centers' education materials, including written and digital presentations, how-to manuals, and instructional videos.
• Preparing procedures and policies regarding call handling techniques and appropriate agent conduct.
• Scheduling and conducting training sessions on various call center topics to prepare and support new employees.
• Training experienced employees on new or updated call center procedures and scripts to improve their performance.
• Observing the daily operations of call center employees and identifying any areas of improvement.
• Monitoring recorded calls to identify training opportunities and upskilling requirements.
• Liaising with team leaders and managers to conduct on-the-job coaching.
• Measuring the effectiveness of training sessions and preparing individual or team progress reports.

Requirements

• A bachelor's degree and additional certification in business leadership, eLearning software, or adult education and training is preferred.
• At least 4 years' experience working as a call center trainer or team leader.
• Familiarity with learning management systems.
• Excellent knowledge of customer service best practices.
• Strong teaching abilities, communication and mentoring skills.
• Ability to provide leadership to personnel in a fast-paced and stressful work environment.
• Ability to work remotely and independently.

Work Environment

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job: The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Work across multiple time zones in a hybrid or remote work environment.
• Long periods of time sitting and/or standing in front of a computer using video technology.
• May require travel dependent on company needs.

Pay

The annual US base salary range for this position is $69,000 to $79,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.

Position Type: Full-time, permanent
Geographic Responsibility: Remote, US