Contact Center Trainer, OHMG Access Center - Downtown Orlando

Orlando Health•Orlando, FL

About The Position

Contact Center Trainer — Patient Access Center Location: Orlando, FL Schedule: Full time Make every first impression exceptional. The Patient Access Center is the front door to our ambulatory care network—and we’re looking for a dynamic Contact Center Trainer to elevate the skills, confidence, and performance of our scheduling and referral teams. From the first hello to a scheduled appointment, your work ensures patients experience compassionate, efficient service and a seamless path to care. What you’ll do Design & deliver impactful training for new hires and tenured agents—covering customer experience, call‑flow mastery, documentation, empathy, and technology proficiency across multiple service lines. Coach to quality: transform QA insights into practical skill‑building through side‑by‑sides, calibration, and targeted refreshers that improve accuracy and consistency. Use data to drive performance: analyze trends from QA/WFM/telephony to reduce transfers, strengthen schedule accuracy, and shorten time‑to‑proficiency. Create great learning assets: develop facilitator guides, microlearnings, role plays, and job aids that make the “right way” the easy way. Partner for results: collaborate with operations, QA, WFM, clinics, and leaders to align training with operational goals and patient experience standards. What you’ll bring 3–5+ years in a high‑volume contact center (healthcare preferred) and 2+ years facilitating adult learning in classroom and virtual settings. Strength in instructional design (ADDIE or similar), scenario‑based practice, and coaching that turns feedback into measurable improvements. Comfort with QA dashboards/metrics and common LMS/authoring tools. Excellent communication, empathy, and collaboration skills. Nice to have: Epic scheduling/referrals experience; ATD APTD/CPTD, Kirkpatrick, or Prosci. How we’ll measure success Time to proficiency for new hires and cross‑trained agents Quality outcomes (call‑flow adherence, documentation accuracy, empathy behaviors) Operational KPIs (first‑call resolution, transfer rate, schedule accuracy) Learner feedback & adoption of tools/job aids Why Orlando Health At Orlando Health, our mission is to improve the health and quality of life of the individuals and communities we serve—and this role helps deliver that mission at the very first touchpoint. You’ll join a team focused on continuous improvement, empathy, and excellence in every patient interaction.

Requirements

3–5+ years in a high‑volume contact center (healthcare preferred) and 2+ years facilitating adult learning in classroom and virtual settings.
Strength in instructional design (ADDIE or similar), scenario‑based practice, and coaching that turns feedback into measurable improvements.
Comfort with QA dashboards/metrics and common LMS/authoring tools.
Excellent communication, empathy, and collaboration skills.
Bachelor’s degree in Education or Learning and Development (Preferred)
Associate degree and two (2) years of directly related work experience may substitute for the Bachelor’s degree (in addition to the requirements listed in the Experience section).
Two (2) years previous experience as a trainer, corporate training specialist, or related position.
One (1) year Electronic Medical Record Experience required, (preferably EPIC).
Two (2) years training experience required.
One (1) year healthcare experience required.
One (1) year Electronic Medical Record (EMR) require. (Preferably EPIC)
Demonstrated proficiency in utilizing Microsoft Office applications.
Effective interpersonal communication and writing skills. Must have a high degree of comfort and ability in communicating and presenting to diverse audiences of various sizes.

Nice To Haves

Epic scheduling/referrals experience
ATD APTD/CPTD, Kirkpatrick, or Prosci

Responsibilities

Facilitates New Team Member Training program, onboarding, continuous education, and additional training initiatives, as assigned.
Confident public speaker and a devoted educator who is up-to-date on the latest tools and resources needed to improve employee training and performance.
Continuously monitors Patient Access Center call flow, core skills, and workflows to ensure accurate patient registration, appointment scheduling, and call handling in alignment with established quality assurance expectations.
Demonstrates proficiency with core applications and workflows, providing subject matter expertise.
Proactively seeks to gain knowledge in all areas of patient access to include workflows and standard operating procedures in all service lines supported by the Access Center.
Actively participates in access center departmental meetings to promote open, consistent communications for continuous performance improvement, collaborating with department leaders to identify and assess organizational, departmental, and individual training needs.
Analyzes workflows and processes, identifies knowledge needs, and collaborates with direct leadership and stakeholders to establish a vision for creating, updating, and managing instructional content.
Develops instructional materials, computer tutorials, reference materials, and visual aids for meeting specific access center training program objectives.
Consistently reviews training materials and instructional content to ensure that materials are current and in alignment with organizational and departmental goals and initiatives.
Reviews, resolves, and documents any training, trainee performance and behavior or workflow issues encountered in a timely and efficient manner and communicates issues with direct leadership and corresponding stakeholders.
Assists and supports the implementation of process improvements, both intradepartmental and interdepartmental. Promotes efficiency, identifying opportunities to streamline processes and workflows, when applicable.
Responds positively to change and acts as an ambassador in support of organizational and departmental goals and initiatives.
Maintain records of training activities and team member progress.
Supports Contact Center leadership by providing trainee feedback during assigned training.
Exhibits compassion, empathy, patience, and understanding in alignment with the Orlando Health Way.
Demonstrates effective and efficient use of department and organizational resources.
Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards.
Maintains compliance with all Orlando Health policies and procedures.