Training Specialist, PX & Patient Coordinators

Position Summary

The Trainer is responsible for designing, facilitating, and continuously improving training programs for Patient Experience (PX) and Inside Sales (Patient Coordinator) teams. This role supports both new hire onboarding and ongoing remediation efforts, delivering live instructor-led training and building scalable content within the Learning Management System (LMS). The ideal candidate brings a strong blend of facilitation energy, instructional design skill, and proven experience supporting revenue-generating teams — translating complex workflows into clear, engaging learning experiences that drive performance.

Key Responsibilities

Facilitation & Live Training

• Facilitate live new hire training for PX and Patient Coordinator roles, covering systems, processes, call handling, and compliance expectations
• Lead remediation sessions for agents identified through QA monitoring, performance trends, or supervisor referral
• Adapt facilitation style to learner needs, pacing, and group dynamics while maintaining consistency in content delivery
• Partner with Quality and Operations to stay current on process changes, product updates, and compliance requirements

Coaching & Performance Support

• Provide individualized coaching to new hires and tenured agents to reinforce training concepts, address skill gaps, and support performance improvement
• Partner with QA and team leads to deliver targeted coaching following audit findings or remediation referrals
• Use a consultative, strengths-based coaching approach that builds agent confidence while driving measurable behavior change
• Document coaching interactions and track progress over time to inform remediation plans and escalation decisions

LMS Content Development

• Build and maintain eLearning modules, knowledge checks, and job aids for deployment in the LMS
• Convert existing training materials (SOPs, process guides, QA rubrics) into structured, self-paced learning experiences
• Ensure all LMS content is version-controlled and aligned with current documentation
• Leverage AI tools to accelerate content development, enhance module interactivity, and improve learning design efficiency

Training Data & Reporting

• Track and maintain training data points including new hire completion rates, assessment scores, remediation participation, and time-to-proficiency metrics
• Prepare regular status updates and training reports for the Training Manager and key stakeholders, summarizing cohort progress, open items, and trend flags
• Monitor LMS data to identify patterns in learner performance and surface insights that inform curriculum adjustments or remediation needs
• Maintain accurate training records in accordance with quality and compliance standards

Curriculum & Content Management

• Maintain training curricula for both new hire tracks and remediation pathways
• Collaborate with Document Control to ensure training content reflects current approved procedures
• Participate in SOP/process guide reviews to assess training impact of document changes

Cross-Functional Collaboration

• Work closely with QA supervisors, team leads, and operations to identify training needs and close performance gaps
• Support the Training Manager and team leads with special projects, refresher campaigns, and product launches as needed

Qualifications

Required

• 2+ years of experience in a training, learning & development, or instructional design role, preferably in a healthcare, contact center, or patient services environment
• Experi…