Training Specialist II

Position Overview

Seeking an experienced Training Facilitator to lead new-hire onboarding and training within a Patient Access call center environment. This role will facilitate both in-person and virtual training and requires strong insurance call center knowledge and previous experience actively leading new-hire training sessions.

Responsibilities

• Facilitate new-hire onboarding and training for call center employees
• Lead classroom, virtual, and hybrid training sessions
• Train employees on call handling, systems, procedures, compliance, and customer service standards
• Incorporate real-world healthcare and insurance scenarios into training
• Monitor trainee comprehension and provide coaching and feedback
• Track attendance, training progress, and completion
• Adapt training approach to different learning styles and experience levels
• Identify training gaps and recommend improvements
• Prepare new hires to successfully transition into production

Qualifications

• 2+ years of call center experience
• Strong insurance industry experience required
• Previous experience facilitating new-hire training
• Experience leading both in-person and virtual/hybrid training
• Strong presentation, public speaking, coaching, and classroom management skills
• Experience with LMS platforms, Teams/Zoom, CRMs, and call center systems
• Strong communication and organizational skills
• Ability to work independently and quickly step into an established training program

Preferred Qualifications

• Healthcare, pharmaceutical, patient access, or other regulated call center experience preferred
• Knowledge of adult learning principles and training performance metrics is a plus