Area Customer Care Trainer
About The Position
SuperCare Health is seeking a passionate and knowledgeable Area Customer Care Trainer to drive training excellence within regional customer care teams. The role focuses on enhancing performance, ensuring process compliance, and improving new-hire onboarding through structured training and ongoing skills development. The trainer works with leadership and Subject Matter Experts (SMEs) to assess training needs, update programs, and implement solutions aligned with business priorities and customer service standards. The position delivers onboarding and workflow training, coordinates local SMEs, and evaluates and improves training programs. It may require travel within the assigned area to provide hands-on facilitation and job shadowing. The trainer may also support weekend assignments and assist the area with order processing when orders are delayed.
Requirements
- At least 2 years of experience in customer care, healthcare operations, or training coordination.
- Demonstrated ability to train individuals and small groups effectively.
- Strong understanding of customer service workflows and systems used at SuperCare Health.
- Excellent communication, presentation, and interpersonal skills.
- Self-starter with strong organizational and time-management skills.
Nice To Haves
- Healthcare industry experience or knowledge of DME/HME operations.
Responsibilities
- Conduct comprehensive onboarding for new hires in the assigned area, traveling as needed to facilitate hands-on training and shadowing.
- Train employees on company values, customer care workflows, systems such as CRM and EMR, and standard operating procedures.
- Monitor new-hire progress and provide coaching or retraining as needed.
- Coordinate with operational leaders and quality teams to stay current on changes to workflows, policies, and tools.
- Create, revise, and maintain training content, job aids, and documentation reflecting current practices and expectations.
- Organize refresher sessions and ongoing education to address knowledge gaps, compliance updates, and performance trends.
- Support weekend assignments as needed or scheduled.
- Support the area with order processing if orders are delayed.
- Perform other duties assigned and required by Department Leadership.
- Identify, engage, and deploy local SMEs to support training delivery and reinforcement.
- Ensure SMEs have up-to-date materials and follow standard training approaches.
- Serve as a liaison between area teams and central training leadership to maintain consistency and quality.
- Assess training effectiveness using feedback, performance data, and direct observation.
- Recommend and implement improvements to learning outcomes and operational efficiency.
- Maintain training records and ensure documentation complies with internal and external standards.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible Savings Account
- 401(k)
- Voluntary life insurance
- Observed holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Day
- Paid training
- Paid time off
- Sick time
- Growth opportunities
- Employee referral reward program
- Employee discount program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
