Details Department: Ascension Contact Center - Central SchedulingSchedule: Monday to Friday, 7:30am-4pm CTLocation: RemoteSalary: $62,228 - $86,742 per year
Benefits Comprehensive health coverage: medical, dental, vision, prescription coverage and HSA/FSA optionsFinancial security & retirement: employer-matched 403(b), planning and hardship resources, disability and life insurance Time to recharge: pro-rated paid time off (PTO) and holidaysCareer growth: Ascension-paid tuition (Vocare), reimbursement, ongoing professional development and online learningEmotional well-being: Employee Assistance Program, counseling and peer support, spiritual care and stress management resourcesFamily support: parental leave, adoption assistance and family benefitsOther benefits: optional legal and pet insurance, transportation savings and more

Benefit options and eligibility vary by position, scheduled hours and location. Benefits are subject to change at any time. Your recruiter will provide the most up-to-date details during the hiring process.

Responsibilities

The Lead Trainer serves as a mentor to Senior Trainers and Trainers, taking an active role in developing training programs that drive performance improvement and logistical coordination support. This role partners closely with Quality Assurance, Market Managers, and Operational Leadership to identify skill gaps and develop training solutions. Lead Trainer ensures that training content is aligned with business needs and is continuously optimized based on performance data and feedback. They also provide structured feedback and reporting to Market Managers and Supervisors to drive alignment and continuous improvement.

Lead training and other  initiatives, including New Hire Training, advanced skill development, and ongoing upskilling programs.Conduct training on Market Knowledge Bases (KBs) and all specialty modules to ensure employees are well-prepared for their roles.Mentor Senior Trainers and Trainers, ensuring high-quality training delivery.Design and develop eLearning courses and digital training materials to support both self-paced and instructor-led learning.Partner with Quality Assurance and Market Managers to assess training effectiveness and identify areas for improvement.Collaborate with corporate Learning & Development teams to align training strategies with organizational goals.Design and develop new training materials to enhance employee performance, incorporating interactive and multimedia-based learning approaches.Up to 15% time handling phone calls to maintain knowledge of system changes, workflow updates, demonstrating phone etiquette, skills,  and best practices throughout the year.Provide detailed feedback and performance reporting to Market Managers and Supervisors, highlighting trends, challenges, and recommendations.Collaborate with leadership to implement continuous training enhancements based on business needs and performance data.
Requirements

Education:

High School diploma equivalency with 2 years of cumulative experience OR Associate's degree/Bachelor's degree OR 4 years of applicable cumulative job specific experience required.
Additional Preferences Three or more years of experience in a contact center training role including curriculum development strongly preferred

Two or more years of leadership, team lead, or supervisory experience strongly preferred

Experience mentoring and developing trainers strongly preferredExperience training on Athena, Dash, and Epic strongly preferredExperience supporting training initiatives at a high level and taking ownership of complex training projects/workflowsTraining and Development certification in ATD Training, Certified Professional Trainer or Kirkpatrick Bronze Level  strongly preferred

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Why Join Our Team

Ascension is a leading nonprofit Catholic health system with a culture and associate experience grounded in service, growth, care and connection. We empower our 99,000+ associates to bring their skills and expertise every day to reimagining healthcare, together. Recognized as one of the Best 150+ Places to Work in Healthcare and a Military-Friendly Gold Employer, you’ll find an inclusive and supportive environment where your contributions truly matter.

Equal Employment Opportunity Employer

Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws. For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

 

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