Training Specialist

Job Title:

Training Facilitator / Training Specialist Duration: 6 Months (High possibility of contract extension or conversion to full-time)

Location:

North Chicago, IL 60064

Work Arrangement:
Hybrid - 3 days/week on-site (Tuesday, Wednesday, Thursday) and as required by training cohort schedules

Schedule:

Monday - Friday (8:00 AM - 4:30 PM or as needed)
Role Overview

Seeking an experienced Training Facilitator to lead the onboarding and skill development of new hires within a high-volume Patient Access call center. This role supports the first 60 days of the new-hire journey, delivering pre-built, vetted curriculum in both classroom and virtual environments. The ideal candidate brings strong presentation capabilities, a grasp of healthcare/insurance terminology, and the ability to coach call center agents toward production readiness with minimal ramp-up time.

• Facilitate Onboarding Programs: Lead the first 60 days of new-hire training for inbound/outbound Patient Access call center agents using existing facilitator guides and instructional materials.
• Hybrid Delivery: Deliver polished, engaging classroom and virtual sessions covering call handling, customer service standards, workflows, and regulatory compliance.
• Coaching & Performance Tracking: Monitor trainee comprehension, quality, and attendance; provide constructive feedback and individualized coaching to ensure production readiness.
• Continuous Improvement: Identify content gaps, gather trainee feedback, and partner with the team to recommend curriculum enhancements based on floor performance.
• Systems Instruction: Guide learners through CRM/PRM platforms (e.g., Salesforce), LMS tools, and call center telephony systems.

• Primary Profile: Call Center Trainer with healthcare, patient access, or insurance background.
• Alternative Profile 1: Healthcare Call Center Supervisor / Team Lead with strong presentation presence and direct experience coaching/training agents.
• Alternative Profile 2: Enterprise Trainer from a matrixed organization with broad healthcare/life sciences literacy.

• Experience: 3+ years of experience in a call center or corporate training environment (candidates with 5-10+ years of deep call center training experience are highly encouraged).
• Delivery
  
  Skills:
  
  Proven ability to command a room, manage classroom dynamics, and present effectively to large groups both in person and virtually.
• Industry Acumen: Working knowledge of the healthcare ecosystem, health insurance concepts, patient access, or prior authorization processes.
• Technical Proficiency: Experience with LMS platforms, virtual collaboration tools (MS Teams, Zoom), and CRM systems (Salesforce preferred).
• Soft Skills: Strong critical thinking, adult learning facilitation, and communication skills.

• Minimum: Associate Degree but bachelor's degree Needed for the FTE Conversation(Candidates holding a Master's or PhD are also welcomed, matching the academic background of the broader team).

• Rapidly growing team with expanding project scope, offering strong potential for contract extension or permanent conversion.
• Pre-built curriculum and comprehensive facilitator guides provided.