Contact Center Trainer - Scheduling and Referrals - Hybrid

NEIGHBORHOOD OUTREACH ACCESS TO HEALTH • Phoenix, AZ

7d • Hybrid

About The Position

Neighborhood Outreach Access to Health (NOAH) is a Federally Qualified Health Center (FQHC) that offers comprehensive, integrated, and affordable healthcare services to people in need. We serve over 40,000 neighbors with a variety of services, including medical, dental, behavioral health, nutrition, preventive health, eligibility assistance, and health education programs. At NOAH, we are dedicated to promoting the overall wellness of our employees by fostering a supportive and balanced work environment. We understand the importance of physical, mental, and emotional well-being, and we strive to create a workplace where our team members can thrive both personally and professionally. Join us in making a difference in our community while enjoying a fulfilling and rewarding career. Job Summary: The Trainer plays a key role in supporting the training and development of team members within the Scheduling and Referrals departments. This role provides new hire onboarding, system and workflow training, refresher training, and individual training support, with an emphasis on consistent process adoption, compliance, and a superior patient experience. The trainer will conduct classroom-style, computer-based, virtual, and hands-on training sessions, while partnering closely with leadership to identify training needs, reinforce organizational standards, and support team member readiness across patient access operations.

Requirements

• Strong ability to train, guide, and support team members in a healthcare contact center, patient access, scheduling, referrals, or related environment.
• Knowledge of patient scheduling, referral workflows, healthcare documentation standards, and patient communication expectations.
• Knowledge of compliance requirements affecting the role, including HIPAA, privacy practices, patient confidentiality, and data security.
• Strong verbal and written communication skills with the ability to explain processes clearly and professionally.
• Ability to provide support to team members in a patient, professional, and constructive manner.
• Strong organizational skills with the ability to manage training schedules, materials, documentation, and follow up activities.
• Proficient with computers; experience with word processing, computer databases, scheduling systems, EHR/EMR systems, or contact center platforms preferred.
• Ability to exercise confidentiality, discretion, and good judgment.
• Ability to work collaboratively with leadership, supervisors, subject matter experts, and team members across departments.
• Ability to adapt training approach to support different learning styles and operational needs.
• Required High School Diploma or GED.
• Minimum of 2 years of experience in healthcare scheduling, referrals, registration, patient access, healthcare contact center, or related healthcare operations.
• Experience training, onboarding, mentoring, or providing workflow support to team members in a professional setting.
• Experience using healthcare systems, scheduling platforms, EHR/EMR systems, contact center tools, or other computer-based systems.
• Working knowledge of HIPAA, patient confidentiality, documentation standards, and healthcare compliance expectations.

Nice To Haves

• 1+ years of experience in a formal trainer, lead trainer, mentor, or workflow support role.
• Experience developing training materials, job aids, workflows, process documents, or standard operating procedures.
• Experience working in a Federally Qualified Health Center, healthcare contact center, or community health environment.
• Experience supporting scheduling, referrals, inbound/outbound patient access workflows, or call center operations.
• Bilingual English/Spanish.

Responsibilities

• Develop, deliver, and maintain training programs for Scheduling and Referrals team members, including new hire onboarding, system training, workflow training, refresher training, and ongoing employee development.
• Conduct classroom-style, computer-based, virtual, and hands-on training sessions covering scheduling workflows, referral intake, outbound follow-up, documentation standards, patient communication, department systems, contact center platforms, and approved operational procedures.
• Train team members on scheduling tools, referral workflows, patient documentation requirements, communication standards, HIPAA, confidentiality, data security, compliance expectations, and appropriate use of patient information.
• Provide individual training support both in person and remotely to reinforce learning, clarify workflows, answer process questions, and support successful adoption of department standards.
• Assist with nesting support for new hires by providing real-time guidance, reinforcing department expectations, and helping team members transition successfully from classroom training into production.
• Develop and maintain training materials, job aids, call guides, workflows, scripts, process documents, and standard operating procedures in partnership with leadership and subject matter experts.
• Partner with Scheduling and Referrals leadership to identify training needs, support process changes, monitor training effectiveness, and recommend improvements based on quality trends, patient experience feedback, operational needs, and observed knowledge gaps.
• Maintain accurate records of training sessions, attendance, completion status, evaluations, knowledge checks, progress updates, and ongoing training activities.
• Ensure training materials, workflows, scripts, job aids, and process documents reflect current compliance requirements, organizational policies, approved department procedures, and operational standards.
• Maintain flexibility to support variable training schedules, including evenings, weekends, or holidays, as needed to meet department and operational needs.
• Provide scheduled coverage or periodic support within Patient Access, Scheduling, and Referrals to maintain hands-on knowledge of workflows, systems, patient interactions, and department expectations.
• Perform other related duties as assigned.

Benefits

• Comprehensive, integrated, and affordable healthcare services
• Supportive and balanced work environment
• Promoting the overall wellness of our employees
• Fostering a supportive and balanced work environment
• Creating a workplace where our team members can thrive both personally and professionally

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED