We are seeking an experienced and dynamic Healthcare Call Center Trainer to design and deliver high-impact patient-centric, compassion-focused collections training programs that support the successful launch and rapid scale of our new call center. This role is responsible for building comprehensive training content, managing knowledge resources, and contributing to quality assurance processes that ensure frontline staff are equipped to deliver exceptional patient experiences. The ideal candidate has a strong background in healthcare customer service, adult learning principles, and call center operations.
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Key Responsibilities
Design, develop, and deliver training programs for new hires and existing staff across all call center functions (inbound, outbound, scheduling, patient support, billing, etc.)
Create and maintain knowledge management resources, including call guides, SOPs, FAQs, and reference materials
Support the onboarding process for each new cohort, including coordination with leadership, systems access, and readiness activities
Collaborate with quality assurance and operations teams to align training content with service expectations and performance goals
Conduct ongoing skills development, soft skills coaching, and upskilling initiatives to support continuous improvement
Analyze performance data and quality trends to identify training needs and close knowledge or behavior gaps
Contribute to the design of QA frameworks and calibration processes to ensure consistency in feedback and coaching
Support the development of a strong culture of learning, accountability, and empathy within the call center
Adapt training delivery methods (e.g., virtual, in-person, hybrid) to meet the needs of a rapidly growing and geographically dispersed team
Stay current on healthcare regulations, industry best practices, and contact center innovations to inform training design

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.

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