Call Center Trainer - Dermatology

Skin And Cancer Institute•Las Vegas, NV

10d•Hybrid

About The Position

The Call Center Trainer is to develop, facilitate, and improve training programs for customer service representatives in a fast-paced call center environment. This role is responsible for onboarding new hires, delivering engaging in-person and 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.

Requirements

Minimum 5 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 and onsite 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.

Nice To Haves

Dermatology scheduling experience strongly preferred.

Responsibilities

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.