Patient Services Trainer

Jobtailor; Boca Raton (FL); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Jobtailor is seeking a Training Lead to design and deliver workshops for medical claims and patient services. You will guide onboarding, mentor teams, and coach QA across onshore and offshore teams. The role requires strong data analysis, process improvement, and effective communication to drive performance.

The position involves leading sessions, coordinating with global teams, and adopting new AI tools to enhance curricula. Hybrid work and travel are part of the role.

Qualifications

• 2–3 years of medical claims/billing and contact center experience.
• Minimum 1 year of dedicated training experience.
• Minimum 1 year of people leadership or operations leadership experience.
• Minimum 1 year of reporting and data analysis experience.
• Willingness to travel 50–75% and hybrid commute if local.

Responsibilities

• Create and lead training sessions and facilitate workshops for all specialties.
• Train team members in system processes and ensure full working knowledge of products and services.
• Use quality call interactions, nesting feedback, low-performance KPI metrics, and client investigation forms to design new workshops and curricula.
• Participate in onboarding and training employees.
• Serve as a quality assurance coach for 3–4 Patient Services Agents during nesting and QA calls.
• Support internal teams' daily workflow processes and provide a strong floor presence.
• Explore and use new tools, resource applications, and AI to improve, enhance, and evaluate onboarding.
• Communicate with onshore and offshore teams, including teams in the Philippines, and external consultants.
• Identify new hires needing additional support and escalate findings to leadership.

Skills

Training Development

Workshop Facilitation

Quality Assurance Coaching

Data Analysis

Communication Skills

Education

High School Diploma

Tools

AI Tools

Resource Applications

Job description

• Create and lead training sessions and facilitate workshops for all specialties
• Train team members in system processes and ensure full working knowledge of products and services
• Use quality call interactions, nesting feedback, low-performance KPI metrics, and client investigation forms to design new workshops and curricula
• Participate in onboarding and training employees
• Serve as a quality assurance coach for 3–4 Patient Services Agents during nesting and QA calls
• Support internal teams' daily workflow processes and provide a strong floor presence
• Explore and use new tools, resource applications, and AI to improve, enhance, and evaluate onboarding
• Communicate with onshore and offshore teams, including teams in the Philippines, and external consultants
• Identify new hires needing additional support and escalat findings to leadership

Requirements

• High School Diploma or equivalent, or a combination of education and experience, required
• Minimum 2–3 years of medical claims/billing and contact center experience required
• Minimum 1 year of dedicated training experience required
• Minimum 1 year of people leadership or operations leadership experience required
• Minimum 1 year of reporting and data analysis experience required
• Ability to do 50-75% travel required
• If local to the Boca Raton office in South Florida, ability to commute to headquarters on a hybrid basis required
• Ability to train and lead workshops for groups up to 30 team members onshore and up to 15 team members offshore
• Strong communication, judgment, and decision-making skills, including ability to communicate challenging feedback and make sound decisions independently
• Openness to exploring and adopting new processes, AI tools, and training applications
• Professional demeanor with strong organizational and time-management capabilities

Core Competencies

Demonstrates expertise in training and leading workshops for diverse groups, with a strong focus on medical claims and contact center operations. Proficient in data analysis and quality assurance coaching, while effectively communicating with both onshore and offshore teams.

Highest-signal resume keywords

• Training Experience
• Medical Claims/Billing Experience
• People Leadership Experience
• Data Analysis Experience
• Communication Skills

ATS Optimization Keywords

Hard Skills

• Training Development
• Workshop Facilitation
• Quality Assurance Coaching
• Data Analysis
• KPI Metrics Evaluation

Soft Skills

• Strong Communication
• Judgment
• Decision-Making
• Organizational Skills
• Time Management

Industry Keywords

• Contact Center
• Onboarding
• Patient Services
• Medical Claims
• Billing

Tools & Technologies

• AI Tools
• Resource Applications