Lead Call Center Operations Trainer

Coast Professional•Winchester, KY

9d•Onsite

About The Position

The Lead Call Center Operations Trainer (CMS Medicare/Medicaid), based in our Winchester, Kentucky facility, plays a critical role in developing and empowering our Customer Service Representatives (CSRs) to deliver exceptional support to Medicare and Medicaid beneficiaries. This role is responsible for designing, delivering and evaluating comprehensive training programs focused on CMS regulations, healthcare benefit knowledge, customer service best practices and effective call handling techniques. The Trainer will ensure all CSRs are equipped with the knowledge and skills necessary to provide accurate empathetic, and compliant assistance to CMS recipients.

Requirements

Bachelor’s degree in education, Communications, Healthcare Management, or a related field.
Minimum of 3+ years of experience as a trainer in a call center environment, preferably within healthcare or a CMS- regulated setting.
Demonstrated expertise in CMS Medicare and Medicaid regulations, policies and benefit structures.
Proven experience in designing, developing, and delivering engaging training programs for adult learners.
Thorough understanding of federal regulations regarding student loan collections.
Exceptional communication, interpersonal, and presentation and problem-solving skills.
Experience with handling escalations, ensuring quality service, and improving customer experience.
Proficiency in call center technologies, including ACD, IVR, CRM software, AI driven optimization tools and performance management systems.
Ability to work effectively in a fast paced and dynamic environment.
Strong organizational and time management skills.
Demonstrated ability to navigate and work through influence within a matrix organization.
Ability to analyze challenges and develop strategic solutions for operational improvements.
Strong written and verbal skills for internal team coordination and client interactions.
Successfully pass pre-employment (post offer) background check.

Responsibilities

Training Program Development: Design, develop, and update engaging training curriculum, materials, and modules for new hires and existing CSRs, covering Medicare and Medicaid policies, procedures, and benefit structures.
Create and maintain training resources such as materials, guides, presentations, and job aids.
Collaboration: Collaborate with the Operations Manager and subject matter experts to identify training needs and gaps, ensuring training content aligns with business objectives and compliance requirements.
Compliance: Ensure all training content and delivery methods comply with CMS regulations, HIPAA, and other relevant compliance standards.
Quality Assurance : Collaborate with the Quality Assurance team to calibrate quality standards and incorporate feedback into training programs.
Auditing: Conduct regular audits and reviews to identify areas for improvement and ensure adherence to quality standards.
Monitoring: Monitor calls and other customer interactions to identify trends and areas for continuous improvement in training.
Reporting: Maintain accurate records on training effectiveness and key metrics to inform management decisions
Performance Evaluation: Assess trainee performance through evaluations, quizzes, call monitoring, and performance metrics.
Identify and implement strategies to support CSRs in meeting performance goals and quality expectations.
Training Delivery and Facilitation : Conduct dynamic and interactive training sessions, both in-person and potentially virtually, utilizing a variety of instructional methods (e.g., classroom instruction, hands-on activities, role playing, simulations).
Onboarding Training : Lead new hire onboarding and initial training for CSRs, providing a strong foundation for success in a CMS-regulated environment.
Coaching: Provide live monitoring and coaching during training and nesting periods to ensure trainees are meeting performance and quality standards.