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

Experience training revenue-generating teams — inside sales, patient coordinators, or similar roles where agent performance directly impacts conversion, revenue, or patient acquisition

Demonstrated coaching experience — ability to deliver effective 1:1 and small group coaching that drives observable behavior change and performance improvement

Demonstrated experience facilitating live trainings (both in-person and virtual) for adult learners

Hands-on experience building content in an LMS (e.g., Workday or similar)

Experience tracking training metrics and preparing status updates or reports for leadership

Demonstrated tech savviness with the ability to quickly learn and navigate new platforms, tools, and systems

Hands-on experience using AI tools (e.g., Claude, Gemini, or AI-powered features within authoring or LMS platforms) to support content creation, efficiency, or workflow automation

Strong written and verbal communication skills

Ability to manage multiple concurrent training initiatives and deadlines

Preferred

Training certifications such as ATD Certified Professional in Talent Development (CPTD), Associate Professional in Talent Development (APTD), or equivalent highly sought

Project management certifications such as PMP, CAPM, or equivalent (e.g., Certified Scrum Master, Six Sigma) highly sought

Experience training customer-facing or sales-adjacent roles in a healthcare or patient services environment

Familiarity with QA-driven remediation processes

Experience with eLearning authoring tools (Articulate Rise, Storyline, or similar)

Knowledge of healthcare terminology, HIPAA, or revenue cycle workflows

Experience using AI tools for instructional design, script writing, or knowledge base development

Competencies

Engaging facilitation and presence in front of a room

Coaching effectiveness — ability to meet agents where they are, build trust quickly, and motivate meaningful skill development

Instructional clarity — ability to simplify complex information without losing accuracy

Data literacy — comfortable pulling, organizing, and communicating training metrics to varied audiences

Tech fluency — quick to adopt new tools, platforms, and AI-assisted workflows with minimal ramp time

Accountability and follow-through on content updates, reporting deadlines, and learner tracking

Collaborative mindset with operations, quality, and document control stakeholders

Comfort working in a fast-paced, evolving environment where processes change regularly

The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.

Remote USA

$70,000—$75,000 USD