Trainer, Call Center

IKS Health Career•Coppell, TX

13d

About The Position

IKS Health is seeking an experienced Trainer to facilitate onboarding, refresher, and developmental training programs for customer service representatives who handle inbound patient billing and invoice inquiries. The Trainer prepares employees to provide strong customer service, resolve billing concerns accurately, and support a positive patient experience. The role partners with the Training Manager, Operations leaders, Human Resources, and Quality teams to support employee development, reinforce performance expectations, and promote continuous learning throughout the employee lifecycle. The Trainer facilitates instructor-led training, coaching, assessments, and new-hire transition activities; maintains training materials; and monitors learner progress. The position also supports process and system updates, identifies skill gaps and learning improvements, and ensures training complies with HIPAA requirements, company policies, and client expectations. Success includes meeting department benchmarks for new-hire throughput, training graduation, and retention at 90, 120, and 180 days. IKS Health was founded in 2006 and has over 13,000 employees. It provides solutions for over 150,000 providers through its Provider Enablement Platform. The stated pay range is $55,000–$62,000, with pay determined by factors including market conditions, location, education, work experience, and certifications. Benefits include healthcare, a 401(k), and paid time off, subject to eligibility requirements for full-time employees. IKS Health is an equal opportunity employer.

Requirements

Associate's degree, bachelor's degree, or equivalent work experience.
2–4 years of experience in training, coaching, quality assurance, team lead, or customer service leadership roles.
Experience facilitating in-person and/or virtual training sessions.
Strong presentation, communication, and coaching skills.
Experience in a customer service or contact center environment.
Proficiency in Microsoft Office Suite and learning technologies.
Strong organizational skills and ability to manage multiple projects simultaneously.
Ability to engage adult learners effectively and adapt training methods to different learning styles.
Excellent interpersonal skills and ability to build relationships across departments.

Nice To Haves

Experience supporting healthcare, revenue cycle, medical billing, or patient financial services operations.
Experience with Salesforce or similar CRM platforms.
Knowledge of adult learning principles and instructional techniques.
Previous experience supporting onboarding programs and employee development initiatives.

Responsibilities

Facilitate instructor-led onboarding programs for newly hired customer service representatives.
Deliver refresher training and skill-development sessions to support ongoing performance improvement.
Conduct coaching sessions and targeted developmental training based on quality, productivity, and customer-experience trends.
Reinforce company policies, procedures, service standards, and operational best practices.
Assist with maintaining training materials, job aids, standard operating procedures, and learning resources.
Support new-hire nesting and transition-to-production activities.
Administer knowledge assessments, quizzes, and training evaluations.
Monitor learner progress and provide feedback to employees and leadership regarding training needs.
Partner with Operations, Quality Assurance, and Human Resources to identify and address skill gaps.
Ensure training activities comply with HIPAA requirements, company policies, and client expectations.
Assist with process updates, system enhancements, and implementation of new training initiatives.
Identify opportunities to improve learning effectiveness throughout the employee lifecycle.
Collaborate with internal and external stakeholders.
Work independently while managing multiple priorities and deadlines.
Meet department benchmarks for new-hire throughput percentage, training graduation rates, and 90-, 120-, and 180-day retention through facilitation, coaching, and performance support.