Trainer - Contact Center Operations - Patient Access

Overview:

The Access Management Team (Patient Access Contact Center) is where most patients have their first conversation with ATI. Several hundred colleagues across our markets handle inbound and outbound contact, working referrals through to a scheduled evaluation and helping patients get in for care without delay. How that first conversation goes shapes how quickly a patient is seen and how confident they feel walking into their first visit. This Access Management team is a big part of how patients reach ATI, and the work has real visibility across the organization.

 

The Trainer prepares new colleagues to do that work well and helps experienced colleagues keep getting better at it. You will lead new hire classes from the first day of the classroom through mentorship and nesting, build and maintain the curriculum our teams rely on across phone, chat, and text, and use quality reviews and performance results to decide what needs to be taught next. This is a hands-on training role with no direct reports, working day to day with Quality Assurance, Workforce Management, and Access Center leadership.

Responsibilities:

• Facilitate and manage new hire onboarding classes for Access Management employees in a virtual environment, serving as the primary instructor for new hire training programs, delivering content, guiding discussions, facilitating activities, and ensuring learner engagement.
• Monitor learner progress, coaching, attendance, assessments, and readiness, providing feedback and support as needed. Maintain training records, attendance documentation, learner evaluations, and other training-related reporting requirements.
• Curriculum maintenance, updates, job aids, learning resources, and onboarding improvements based on business needs and learner feedback.
• Partner with Training, Quality, and Operations leaders to support employee readiness and successful transition into production roles.
• Continuing education, retraining, upskilling, and special training initiatives.
• Training administration, records, reporting, attendance tracking, and evaluations.
• Knowledge management, training repositories, and documentation libraries.
• Cross-functional projects, process improvement initiatives, and organizational support.

Qualifications:

Minimum Education
Required:
• High school diploma or equivalent
Preferred:
• Bachelor's degree in Education, Training & Development, Communications, Business, Healthcare Administration, or related field

 

Minimum Experience
Required:
• 2+ years working in a contact center environment, with direct experience training, coaching, or mentoring front-line colleagues
• Demonstrated ability to deliver engaging training to adult learners, both in person and virtually
• Comfort with data: able to read a quality scorecard or performance report and turn it into a training decision
• Proficiency with Microsoft Word, Excel, PowerPoint, and Teams
Preferred:
• 4+ years working in a contact center environment, including 2+ years building training content
• Experience with a cloud contact center platform (ATI uses Zoom Contact Center) and an LMS such as Absorb
• Experience with authoring tools such as Articulate 360, Rise, or Camtasia, and with simulation or sandbox training environments
• Exposure to AI-enabled contact center capability: agent assist, automated summarization, conversational analytics, or virtual agents
• Healthcare, physical therapy, or patient access experience, including familiarity with scheduling workflows, insurance verification, or HIPAA obligations
• Bilingual, English and Spanish
• Bachelor's degree, or an ATD, CPTD, or equivalent learning and development certification

 

Knowledge Skills and Abilities
• Strong facilitation, presentation, and virtual classroom management skills
• Ability to engage adult learners and adapt instruction based on learner needs
• Working knowledge of contact center operations, customer service best practices, and employee onboarding principles
• Ability to analyze quality reviews, scorecards, and performance metrics to identify training opportunities
• Strong verbal and written communication skills
• Proficient with Microsoft Word, Excel, PowerPoint, Teams, and learning technologies
• Strong organizational skills with the ability to manage multiple priorities and deadlines
• Ability to collaborate effectively across departments and leadership levels
• Ability to create and maintain training documentation, job aids, and knowledge resources
• Understanding of HIPAA, patient privacy, and healthcare-related workflows preferred

 

Licenses and Certifications
Required:
• None
Preferred:
• ATD, CPTD, or equivalent learning and development certification

Virtual Employee?: Yes Salary Range: $57,000-$63,000