Training Partner - Access Center

St. Luke’s University Health Network; Allentown (Lehigh County); On-site; USD 55,000 - 75,000; Full time

Job summary

St. Luke's University Health Network is seeking a Customer Service Trainer to develop and deliver training curricula for clerical Access Center roles. You will facilitate in-person, virtual, and blended learning, while integrating adult learning principles and supporting diverse learning styles.

The role includes orientation delivery, collaboration with stakeholders, and maintaining up-to-date knowledge base materials and competency testing.

Qualifications

• Bachelor’s degree in Education, Human Resources or related field required.
• 2–5 years of experience as a Customer Service Trainer or similar role required.
• Prior experience in sales or customer service required.
• Familiarity with interactive learning activities required.
• Excellent communication, facilitation, and presentation skills.
• Focused on compliance and continuous growth; quality-driven and service-oriented.
• Excels at time management.

Responsibilities

• Develops training curriculum and proficiency for clerical Access Center roles.
• Facilitates varied training delivery approaches (in-person, virtual, blended, micro-learnings).
• Integrates adult learning principles and supports multiple learning styles.
• Conducts new hire orientation and foundational training courses.
• Partners with stakeholders to maintain training environments and LMS reports.
• Ensures content reflects current processes and responsibilities.
• Coordinates classes, registrations, and competency testing.
• Authors and maintains skill development modules and job aids.

Skills

Customer service training

Facilitation

Presentation skills

Education

Bachelor's degree in Education/HR or related field

Tools

Learning Management System (LMS)

Medical health record systems

Job description

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.

JOB DUTIES AND RESPONSIBILITIES

• Develops training curriculum, technical and procedural proficiency, and service centric skills for clerical Access Center roles.
• Tailors and facilitates multi-faceted training delivery approaches (in-person, virtual, electronic, blended, and micro-learnings) most conducive to effective learning for new hires and existing employees.
• Integrates adult learning principles into training courses and supports multiple learning styles using various instruction delivery methods.
• Conducts, organizes, and supports new hire orientation and foundational training courses.
• Partners with other stakeholders to establish and maintain necessary training environments (physical space, technology, fictitious training environments, etc.).
• Partners with Network Instructional Design and Learning Technologies Department to leverage SLUHN’s learning management system (LMS) for training program development, delivery, and reporting needs, as appropriate.
• Ensures training content and materials (i.e., knowledge base articles) represent current processes, technology, and clerical responsibilities.
• Partners with operational leaders and Quality Assurance team to identify team skill and knowledge gaps and facilitate new or additional training sessions.
• Conducts role‑playing to facilitate learning and development of interpersonal skills (e.g., negotiation, teamwork and conflict management).
• Authors and maintains skill development modules and job aids.
• Assists with instructional design and development projects.
• Coordinates logistics and timing of classes and class registrations.
• Develops and maintains competency testing and documentation.
• Other duties as assigned.

PHYSICAL AND SENSORY REQUIREMENTS

• Requires sitting for up to 8 hours per day, 2 hours at a time.
• Standing for up to 4 hours per day, 3 hours at a time.
• Requires occasional fingering, handling, and twisting and turning while entering data into the computer.
• Occasionally requires lifting, carrying, pushing and pulling objects weighing up to 25 pounds.
• Occasionally requires reaching above shoulder level.
• Must have the ability to hear as it relates to normal conversation, seeing as it relates to general, peripheral and near vision, visual monotony.

EDUCATION

Bachelor’s degree in Education, Human Resources or related field required.

TRAINING AND EXPERIENCE

• Minimum 2-5 years experience as a Customer Service Trainer or similar role required.
• Prior experience in sales or customer service required.
• Familiarity with interactive learning activities required.
• Competencies required: Excellent communication, facilitation, and presentation skills.
• Focused on compliance.
• Demonstrates continuous growth.
• Quality-driven Service-oriented.
• Excels at time management.
• Prior experience and knowledge of medical health record systems preferred.

St. Luke's University Health Network is an Equal Opportunity Employer.

Founded in 1872, St. Luke’s University Health Network (SLUHN) is a fully integrated, regional, non-profit network of more than 23,000 employees providing services at 16 campuses and 350+ outpatient sites. With annual net revenue in excess of $4 billion, the Network’s service area includes 11 counties in two states: Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe, Schuylkill and Luzerne counties in Pennsylvania and Warren and Hunterdon counties in New Jersey. St. Luke’s hospitals operate the largest network of trauma centers in Pennsylvania, with the Bethlehem Campus being home to St. Luke’s Children’s Hospital. SLUHN is the only Lehigh Valley-based health care system to earn Medicare’s five-star ratings (the highest) for quality, efficiency and patient satisfaction. It is both a Leapfrog Group and Healthgrades Top Hospital and a Newsweek World’s Best Hospital. The Network’s flagship University Hospital has earned the 100 Top Major Teaching Hospital designation from Premier 13 times total and eleven years in a row, including in 2023 when it was identified as THE #4 TEACHING HOSPITAL IN THE COUNTRY. In 2021, St. Luke’s was identified as one of the 15 Top Health Systems nationally. St. Luke’s is the ONLY health care institution in the Lehigh Valley to be named a Top Workplace regionally repeating the exclusive honor for the third year in a row. Also, for the third straight year, St. Luke’s has been a Top Workplaces in the Philadelphia Region by the Philadelphia Inquirer, ranking 9th in the large employer category for 2025 and the only health care system in PA to receive this award. In 2025, St. Luke’s was recognized as a national Top Workplaces by USA Today, three years in a row, including the 3rd best health care system in the nation in 2023 and 2024. Lastly, in 2025, St. Luke’s was named a Top Workplace in New Jersey for the third year in a row.

Learn More Here.