Patient Services Training Specialist

POSITION SUMMARY:

We are seeking an experienced Inside Sales Training Specialist to design, implement, and manage training initiatives that support the success of our Patient Coordinator (ISS) team. This role is pivotal in ensuring team members have the knowledge, tools, and skills to deliver an exceptional patient experience and new-hire ramp or remediation training where reps are expected to meet productivity targets within a defined timeframe. The Training Specialist will focus on identifying training needs, developing programs, and measuring the impact of these initiatives to foster a culture of continuous improvement and professional development.

This position emphasizes collaboration with leadership and cross-functional teams to align training efforts with business objectives, improve productivity, and enhance overall team performance.

PRIMARY RESPONSIBILITIES:

• Collaborate with supervisors, leadership, and team members to identify training gaps and requirements for new hires and existing employees.
• Use data and performance reviews to report back to management of training programs that address individual and team development areas.
• Deliver engaging, comprehensive training programs, including onboarding, policy updates, and role-specific development.
• Employ various training methods, including e-learning, workshops, one-on-one coaching, and simulations.
• Oversee assigned training activities, track completion rates, and ensure programs meet quality and compliance standards.
• Develop and maintain Standard Operating Procedures (SOPs) and training documentation.
• Report on training effectiveness through key performance indicators (KPIs), feedback surveys, and performance data.
• Conduct quality verbal and written communications reviews, providing detailed feedback to improve accuracy, professionalism, and adherence to processes.
• Stay updated on industry best practices, training trends, and emerging technologies to enhance the training strategy.
• Actively participate in process improvement initiatives to align training efforts with organizational goals.
• Partner with leadership and other departments to ensure training aligns with patient success strategies and initiatives.
• Share training outcomes and progress with stakeholders through detailed reports and presentations.
• Resolve any specific problems and tailor training programs as necessary
• Maintain a keen understanding of training trends, developments, and best practices
• Maintain and communicate training key performance indicators (KPIs) to leadership

QUALIFICATIONS:

• Bachelor’s degree in education or related field is preferred
• Bilingual - English and Spanish
• 3+ years of experience leading training programs
• Track record in designing and executing successful training programs
• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in-classroom training, e-learning, workshops, simulations, etc.)
• Excellent communication and leadership skills
• Strong writing and record-keeping ability for reports and training manuals
• Good computer and database skills
• Background in medical billing preferred

KNOWLEDGE, SKILLS, AND ABILITIES:

• Personally delivering training for inside sales or call-center sales teams with high daily call volumes
• Training reps on call-flow execution (opening, discovery, objection handling, close) using live calls or call recordings
• Coaching in a metrics-driven environment (e.g., conversion rate, talk time, adherence, close rate, revenue per call)
• New-hire ramp or remediation training where reps are expected to meet productivity targets within a defined timeframe
• Hypothesis-driven
• Passion for driving a positive patient experience
• Superior problem-solving skills
• Close attention to detail
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to work on multiple tasks and prioritize work
• Must be willing to work extended hours as necessary
• Ability to work cross-functionally as a team

PHYSICAL DEMANDS & WORK ENVIRONMENT:

This position requires the ability to use a computer keyboard, interact with service providers, and communicate over the telephone and videoconferencing. The ideal candidate will also be expected to work outside normal business hours, including weekends, if deemed necessary.

Originally posted on Himalayas