Training Specialist, Patient Experience & Coordination

Overview

We seek a Training Specialist based in the United States focused on enhancing learning programs for patient-facing teams to ultimately boost performance and patient satisfaction. This position entails designing, delivering, and refining training initiatives that support both new employee onboarding and the ongoing development of patient experience and coordination teams.

Key Responsibilities

• Lead interactive, instructor-led training for new team members, covering operational systems, procedures, call handling, compliance, and role-specific tasks.
• Provide focused coaching and remediation aligned with quality metrics, performance data, and feedback from leadership.
• Support individuals and groups through coaching sessions aimed at improving confidence, behaviors, and measurable work outcomes.
• Create, update, and manage a variety of learning materials within the Learning Management System (LMS), including eLearning modules, assessments, and job aids.
• Convert operational guidelines, workflows, and quality standards into engaging and clear learning experiences.
• Leverage advanced AI and modern learning technologies to optimize content creation and training delivery efficiency.
• Monitor training effectiveness through metrics such as completion rates, assessment outcomes, remediation progress, and proficiency timelines.
• Compile reports and insights for management to highlight trends and opportunities for curriculum enhancement.
• Maintain compliance and currency of all training documentation and content.
• Collaborate with cross-functional teams such as Operations, Quality, Document Control, and leadership to identify and address training needs aligned with business goals.

Qualifications

• A minimum of 2 years' experience in training, instructional design, or performance coaching, ideally in healthcare, patient service, or contact center environments.
• Proven experience training sales or patient coordination roles where staff effectiveness directly impacts outcomes.
• Skilled in facilitating live training sessions for adults both virtually and in person.
• Strong coaching aptitude with a track record of delivering actionable feedback that leads to behavioral improvements.
• Practical experience creating and administering learning content via LMS platforms.
• Proficient at tracking training data, analyzing learner performance, and preparing stakeholder reports.
• Comfortable adopting new technologies, platforms, and AI-enhanced learning tools such as ChatGPT, Claude, Gemini, Copilot, etc.
• Excellent communication, organization, and multitasking abilities in dynamic, fast-evolving environments.
• Preferred: Training certifications (e.g., ATD CPTD/APTD), project management certifications, knowledge of healthcare terminology, HIPAA awareness, and experience supporting quality assurance-based remediation.

Compensation & Benefits

• Salary range between $70,000 and $75,000 USD, dependent on individual expertise, certifications, and location.
• Inclusive medical, dental, vision, life, and disability insurance packages.
• Retirement benefits including 401(k) and additional financial wellness offerings.
• Paid leave programs for parental and caregiver needs.
• Employee wellness resources and fertility care benefits, plus access to family support programs.
• Employee referral incentives and assorted company perks.
• Flexible remote work arrangements within a distributed team setting.
• Professional growth opportunities contributing to healthcare innovation.