Healthcare Call Center Trainer | US Remote

Join Our Team at Skin and Cancer Institute!

Are you passionate about dermatology and skin health? Do you thrive in a dynamic, patient-focused environment? Skin and Cancer Institute is looking for dedicated professionals to join our team!

At Skin and Cancer Institute, we are committed to excellence in dermatology, skin cancer treatment, and cosmetic procedures. We offer a supportive and collaborative work culture where your skills and dedication make a real impact.

• Work Location: US Remote
• Work Category: Non-exempt, Full-time, Remote

The Healthcare Call Center Trainer develops, facilitates, and improves training programs for customer service representatives in a fast-paced call center environment. This role is responsible for onboarding new hires, delivering engaging virtual training sessions, and ensuring agents are equipped with the foundational knowledge and customer service skills needed to confidently handle live calls. The ideal candidate will have experience creating interactive and visually engaging training materials, coaching employees, and improving knowledge retention through scenario-based learning and practical application exercises.

• Demonstrated ability to design, develop, and maintain comprehensive training materials, including facilitator guides, participant materials, learning modules, job aids, and knowledge resources.
• Knowledge of adult learning principles, instructional design methodologies, and learning effectiveness measurement.
• Ability to assess learning gaps and adapt training approaches to meet individual and team development needs.
• Experience creating role-based training programs and ongoing coaching initiatives.

• Exceptional presentation and facilitation skills, with the ability to engage and manage large virtual training classes.
• Experience conducting training in remote environments using platforms such as Microsoft Teams, Zoom, or other virtual learning technologies.
• Ability to confidently deliver complex operational and scheduling content in an understandable, learner-focused manner.
• Able to maintain all training and agent knowledge bases material across the entire call center.

• Strong understanding of healthcare scheduling operations, including:
  • New and established patient scheduling
  • Referral and authorization requirements
  • Provider scheduling templates
  • Clinic workflows and operational policies
  • Patient communication best practices
• Dermatology scheduling experience strongly preferred.

• Demonstrated supervisory or leadership experience, including managing Subject Matter Experts (SMEs), trainers, or training support staff.
• Ability to build strong partnerships across departments and collaborate effectively with Operations, Quality, Workforce Management, Clinic Leadership, and Patient Access teams.
• Strong business acumen with the ability to understand how training impacts operational performance, patient experience, and organizational goals.

• Exceptional written, verbal, and interpersonal communication skills.
• Ability to build credibility and relationships at all levels of the organization.
• Strong coaching, mentoring, and feedback delivery skills that support employee growth and accountability.

• Proficiency in Microsoft Office Suite, particularly PowerPoint, Excel, Teams, and SharePoint.
• Experience working with Learning Management Systems (LMS) and training technologies.
• Ability to develop professional training content using instructional design tools and multimedia resources.

• Minimum 3 years of call center training experience
  , preferably within healthcare, medical scheduling, dermatology, or specialty practice environments.
• Proven experience developing and delivering training programs for remote call center agents.
• Experience onboarding new hires and creating learning plans that support varying agent development and performance glide paths.
• Strong background in call center operations, quality assurance, customer service, scheduling workflows, and performance management.

The incumbent in this position may operate any/all of the following equipment: (Not required)

• Microsoft 365 apps, fax, email, phone, Klara, EMA, Mod Med, iPAD, Noah Face (biometric timeclock), Tandem, Cover My Meds , Lab Corp (software for looking up labs results and ordering supplies), Quest diagnostics

• Competitive salary and benefits
• Health, dental, vision, and ancillary insurance options
• 401K retirement savings
• Paid time off
• Professional development opportunities
• Supportive and fair work environment