Training Facilitator

HealthEdge Software, Inc.; Northern (KY); Hybrid; USD 69,000 - 79,000; Full time

Job summary

HealthEdge Software, Inc. is seeking a dynamic call center trainer to schedule and conduct training sessions for both new and experienced call center agents, supporting productivity and quality of customer service operations for health plan customers.

The role requires a bachelor's degree with a related certification, at least 4 years' experience, and strong teaching, communication, and mentoring skills. Remote work across multiple time zones is common, with travel as needed.

Qualifications

• Bachelor's degree and additional certification in business leadership, eLearning software, or adult education preferred.
• At least 4 years' experience as a call center trainer or team leader.
• Familiarity with learning management systems.
• Excellent knowledge of customer service best practices.
• Strong teaching abilities, communication and mentoring skills.
• Ability to provide leadership in a fast-paced, stressful environment.
• Ability to work remotely and independently.

Responsibilities

• Develop call center education materials, including presentations, manuals, and videos.
• Prepare procedures and policies for call handling and agent conduct.
• Schedule and conduct training sessions for new and experienced employees.
• Train staff on updated call center procedures and scripts.
• Observe daily operations to identify areas for improvement.
• Monitor recorded calls to identify training opportunities.
• Coach employees on the job with team leaders and managers.
• Measure training effectiveness and prepare progress reports.

Skills

Customer service

Teaching abilities

Leadership

Communication

Mentoring

Education

Bachelor's degree in relevant field

Certification in business leadership / eLearning / adult education

Tools

Learning Management Systems

Job description

Overview

Overview:

HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge.com.

HealthEdge is looking for a dynamic call center trainer to join our company and contribute to our phenomenal growth. In this role, you'll be responsible for scheduling and conducting training sessions for both new and experienced call center agents, and supporting employees to maintain the productivity and quality of our customer service operations. To ensure success as a call center trainer, you should have excellent knowledge of call center procedures and expertise in quality assurance. You will be a friendly, approachable individual with effective teaching and communication skills. You will bring your experience in training call center agents to effectively resolve inquiries from members and providers of our health plan customers.

Duties/Responsibilities:

• Developing call centers' education materials, including written and digital presentations, how-to manuals, and instructional videos.
• Preparing procedures and policies regarding call handling techniques and appropriate agent conduct.
• Scheduling and conducting training sessions on various call center topics to prepare and support new employees.
• Training experienced employees on new or updated call center procedures and scripts to improve their performance.
• Observing the daily operations of call center employees and identifying any areas of improvement.
• Monitoring recorded calls to identify training opportunities and upskilling requirements.
• Liaising with team leaders and managers to conduct on-the-job coaching.
• Measuring the effectiveness of training sessions and preparing individual or team progress reports.

Required Skills/ Abilities

• A bachelor's degree and additional certification in business leadership, eLearning software, or adult education and training is preferred.
• At least 4 year's experience working as a call center trainer or team leader.
• Familiarity with learning management systems.
• Excellent knowledge of customer service best practices.
• Strong teaching abilities, communication and mentoring skills.
• Ability to provide leadership to personnel in a fast-paced and stressful work environment.
• Ability to work remotely and independently.

Geographic Responsibility: Remote, US

Type of Employment: Full-time, permanent

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• Work across multiple time zones in a hybrid or remote work environment.

• Long periods of time sitting and/or standing in front of a computer using video technology.

• May require travel dependent on company needs.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

#LI-Remote

** The annual US base salary range for this position is $69,000 to $79,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will bedeterminedduring the interview process and is based on a combination of factors including, but not limited to,your skills, experience,qualificationsand education.