Healthcare Call Center Trainer

Position Summary FusionCX is seeking an experienced and motivated Healthcare Call Center Trainer to join our growing team. The Trainer will be responsible for facilitating new hire training, delivering ongoing development programs, and ensuring employees are equipped with the knowledge and skills necessary to provide exceptional customer service in a healthcare call center environment. The ideal candidate will have experience in call center operations, healthcare customer service, adult learning principles, and employee coaching. This role plays a critical part in supporting employee success, client expectations, quality standards, and overall business objectives. Essential Responsibilities Facilitate new hire training classes for healthcare customer service associates. Deliver instructor-led and virtual training sessions on healthcare processes, systems, policies, and procedures. Conduct onboarding, nesting, refresher training, and continuous learning programs. Evaluate trainee performance through assessments, observations, and coaching sessions. Monitor employee progress and provide developmental feedback to improve performance. Partner with Operations, Quality Assurance, and Human Resources teams to identify training needs and performance gaps. Maintain accurate training records, attendance, and reporting documentation. Assist with the creation, maintenance, and enhancement of training materials, job aids, and standard operating procedures. Support implementation of new client programs, processes, and system updates. Foster a positive learning environment that encourages employee engagement and success. Ensure compliance with company policies, client requirements, HIPAA regulations, and healthcare industry standards.

Qualifications Required:

High School Diploma or GED. Minimum 2 years of call center experience. Minimum 1 year of training, coaching, mentoring, or leadership experience. Previous healthcare call center experience. Strong presentation and facilitation skills. Excellent verbal and written communication skills. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Ability to manage multiple priorities in a fast-paced environment. Strong organizational and time management skills.

Preferred:

Associate's or Bachelor's degree in Education, Business, Healthcare Administration, or a related field. Experience with Medicare, Medicaid, insurance verification, prior authorizations, or healthcare customer service. Experience developing training materials and curriculum. Knowledge of adult learning principles and instructional design. Key Competencies Leadership and Coaching Communication and Presentation Skills Problem Solving and Critical Thinking Attention to Detail Adaptability and Flexibility Customer Service Excellence Team Collaboration Performance Management Work Environment Professional call center environment. Ability to sit for extended periods and work at a computer. Occasional schedule flexibility may be required to support training needs. Apply Today! If you are passionate about developing employees, driving performance, and making a positive impact in the healthcare customer service industry, we encourage you to apply and join the FusionCX team.

Pay:

From $17.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person