Call Center Training Specialist

Monument Health Rapid City Hospital•Rapid City, SD

1d•$22 - $28

About The Position

The Healthcare Call Center Trainer is responsible for developing, delivering, and evaluating training programs for call center staff who handle patient inquiries, scheduling, insurance verification, and other healthcare-related services. The role ensures agents provide accurate, empathetic, and compliant service. Reports to the Call Center Manager. Monument Health offers competitive wages and benefits on qualifying positions. Some of those benefits can include: Supportive work culture Medical, Vision and Dental Coverage Retirement Plans, Health Savings Account, and Flexible Spending Account Instant pay is available for qualifying positions Paid Time Off Accrual Bank Opportunities for growth and advancement Tuition assistance/reimbursement Excellent pay differentials on qualifying positions Flexible scheduling

Requirements

Education - High School Diploma/GED Equivalent in General Studies
Experience - 1+ years of Education Training Experience

Nice To Haves

Experience - 1+ years of Healthcare Experience
Experience - 1+ years of Revenue Cycle Experience

Responsibilities

Design and deliver new hire training and ongoing development programs for call center staff.
Create and update training materials, manuals, and e-learning modules tailored to healthcare compliance and patient communication.
Conduct quality audits of calls and provide coaching to improve performance.
Ensure staff understand and comply with HIPAA regulations, insurance processes, and healthcare policies.
Track performance metrics and adjust training programs to address gaps.
Collaborate with supervisors and managers to align training with organizational goals.
Support staff motivation and professional growth through mentoring and feedback.
All other duties as assigned.

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