Training Support Specialist

POSITION SUMMARY

The Patient Support Specialist is the first point of contact for Patient Support Representatives needing assistance with scheduling appointments and responding to patient requests. They become Subject Matter Experts (SMEs) on existing processes, procedures, and technology in Patient Support Services (PSS) and recommend improvements. They provide excellent customer service by using empathy, active listening, and communication skills to meet patient needs. They support new hires through the training process and monitor the floor for questions. They assist on the phones and perform other duties as assigned.

ESSENTIAL JOB FUNCTIONS

• Facilitate and deliver new hire onboarding and training programs, ensuring employees gain proficiency in scheduling, registration, insurance verification, call handling, and patient support workflows.
• Support and manage the nesting program by monitoring performance, providing real-time coaching, and assisting new hires as they transition from training to production.
• Conduct one-on-one and group coaching sessions to reinforce learning, improve performance, and address identified skill gaps.
• Partner with the Quality & Training Manager and Operations Manager to identify training opportunities through quality assurance evaluations, performance trends, and operational feedback.
• Develop, update, and maintain training materials, job aids, SOPs, reference guides, and learning resources to support employee development.
• Perform quality monitoring activities, including call reviews, calibration participation, and analysis of quality trends to improve employee performance and customer experience.
• Deliver refresher training and ongoing education initiatives to ensure staff remain knowledgeable of workflow changes, system updates, and organizational policies.
• Track, document, and report on training progress, nesting outcomes, coaching activities, quality performance, and employee readiness for production.
• Serve as a subject matter expert on departmental systems, workflows, policies, and procedures while providing ongoing support to employees and leadership.
• Collaborate with Operations, Quality, Team Leads, Clinical Departments, Human Resources, and Information Technology to support workforce development, process improvements, and organizational training initiatives.
• Perform other related duties as assigned.

GENERAL QUALIFICATIONS

• Proficient in Canva for creating engaging training presentations, job aids, visual learning materials, and communication resources.
• Skilled in utilizing Microsoft Copilot, Claude AI, and other AI-powered tools to develop training content, streamline workflows, enhance productivity, and support operational initiatives.
• Advanced proficiency in the Microsoft Office Suite, including PowerPoint, Excel, Word, Outlook, and Teams for training delivery, reporting, data analysis, and collaboration.
• Ability to design, develop, and maintain effective training curricula, SOPs, reference guides, and performance support materials.
• Strong analytical skills with the ability to interpret training, nesting, and quality performance data and provide actionable recommendations.
• Excellent facilitation, presentation, coaching, and communication skills, with the ability to engage learners in classroom, virtual, and one-on-one settings.
• Demonstrated ability to adapt to new technologies, manage multiple priorities, and drive continuous improvement through innovative training and development solutions.

EDUCATION AND EXPERIENCE

• High School Diploma required. Some college preferred.
• Minimum of 2–3 years of experience in patient support, call center operations, or healthcare customer service.
• Prior experience in training, coaching, or quality support strongly preferred.
• Experience with scheduling workflows, insurance verification, and patient-facing processes.
• One year of call center experience is preferred.

PHYSICAL REQUIREMENTS

• Sitting: Prolonged periods of sitting at a desk and working on a computer: marginal
• Heavy lifting: marginal (Moderate lifting (15-20 lbs.): essential)
• Walking: Must be able to access and navigate each department at the organization's facilities: essential
• Pushing/Pulling: marginal
• Standing: essential
• Repetitive motion: marginal
• Reaching: marginal
• Bending: marginal

EMOTIONAL DEMANDS

• Fast pace: essential
• Multiple Stimuli: essential
• Intense customer interaction: essential
• Frequent change: essential

MENTAL/SENSORY DEMANDS

• Memory: essential
• Reasoning: essential
• Hearing: essential
• Reading: essential
• Analyzing: essential
• Logic: essential
• Verbal communication: essential
• Written communication: essential

BENEFITS (FULL-TIME ONLY)

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Retirement Plan
• Life Insurance
• Short- and Long-term disability
• Profit Sharing
• Supplemental Insurance
• Education and Tuition Reimbursement funding
• Initial Uniform Allowance
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Volunteer Time Off (VTO)
• Paid Holidays