The Patient Assistance Center Trainer is a lead trainer that facilitates all new hire and upskill training virtually for various Patient Assistance Center departments. This position is responsible for analyzing and developing training as well as supporting trainees as they learn new skills. Continuous training is critical to the success of our employees, both to improve their skills, their knowledge, the service that they provide to our patients and ultimately leading to reduced turnover.

Duties/Responsibilities:

• Ensure training documentation is up to date with all policy and procedure changes that occur regularly.
• Prepare all new hires to begin taking calls independently.
• Create a supportive learning environment for all new hires.
• Develop job aids and training content that facilitate a comprehensive training approach.
• Support and evaluate Patient Assistance Center specialists as needed to improve call quality, system/procedure knowledge and AHT.
• Assess all new and existing trainees during training to provide consistent feedback to training and business leadership.
• Maintain regular, detailed documentation of training classes.
• Work closely with training team to analyze training, share feedback on training content, make curriculum changes and develop training activities and facilitator guides.
• Take inbound calls regularly to stay familiar with processes and procedures.
• Flexible work hours may be required to accommodate training classes.
• Nights and weekends required up to 10%, some travel may be required.
• Perform other training duties as assigned by manager.

Experience Required:

• 2-3 years training experience preferred.
• Training design should have supported call center environment.
• Training background should include classroom and online development.

Skills Required:

• Excellent communication skills, both verbal and written. Ability to communicate concepts in a clear and engaging way.
• Superior interpersonal and problem solving skills.
• Confidence and enthusiasm to present ideas and material in front of large groups.
• Ability to maintain control of a training classroom.
• Ability to multi-task in a fast paced, high volume environment.
• Strong organizational and time management skills.
• Self-motivated and goal-oriented.
• Adaptability and flexibility, to tailor training to trainee’s needs and accommodate business needs.