Trainer - Contact Center Operations - Patient Access

ATI Physical Therapy • ,

20h • $57,000 - $63,000 • Remote

About The Position

The Trainer prepares new and experienced Access Management colleagues to handle patient contact effectively. The role leads new-hire classes from classroom instruction through mentorship and nesting, maintains curriculum for phone, chat, and text, and uses quality reviews and performance results to identify training needs. This is a hands-on training position with no direct reports, collaborating day to day with Quality Assurance, Workforce Management, and Access Center leadership. The position is identified as a virtual employee.

Requirements

• High school diploma or equivalent.
• At least 2 years of contact center experience, including direct experience training, coaching, or mentoring front-line colleagues.
• Demonstrated ability to deliver engaging training to adult learners in person and virtually.
• Ability to interpret a quality scorecard or performance report and use it to make training decisions.
• Proficiency with Microsoft Word, Excel, PowerPoint, and Teams.
• Strong facilitation, presentation, and virtual classroom management skills.
• Ability to engage adult learners and adapt instruction to learner needs.
• Working knowledge of contact center operations, customer service best practices, and employee onboarding principles.
• Ability to analyze quality reviews, scorecards, and performance metrics to identify training opportunities.
• Strong verbal and written communication skills.
• Strong organizational skills and ability to manage multiple priorities and deadlines.
• Ability to collaborate across departments and leadership levels.
• Ability to create and maintain training documentation, job aids, and knowledge resources.

Nice To Haves

• Bachelor's degree in Education, Training & Development, Communications, Business, Healthcare Administration, or a related field.
• At least 4 years of contact center experience, including 2 or more years building training content.
• Experience with a cloud contact center platform; ATI uses Zoom Contact Center.
• Experience with a learning management system such as Absorb.
• Experience with authoring tools such as Articulate 360, Rise, or Camtasia, and simulation or sandbox training environments.
• Exposure to AI-enabled contact center capabilities such as agent assist, automated summarization, conversational analytics, or virtual agents.
• Healthcare, physical therapy, or patient access experience, including familiarity with scheduling workflows, insurance verification, or HIPAA obligations.
• Bilingual English and Spanish.
• Bachelor's degree or an ATD, CPTD, or equivalent learning and development certification.
• Understanding of HIPAA, patient privacy, and healthcare-related workflows.

Responsibilities

• Facilitate and manage virtual new-hire onboarding classes for Access Management employees as the primary instructor, delivering content, guiding discussions, facilitating activities, and supporting learner engagement.
• Monitor learner progress, coaching, attendance, assessments, and readiness; provide feedback and support as needed.
• Maintain training records, attendance documentation, learner evaluations, and related reporting.
• Maintain and update curriculum, job aids, and learning resources, and improve onboarding based on business needs and learner feedback.
• Partner with Training, Quality, and Operations leaders to support employee readiness and transition into production roles.
• Support continuing education, retraining, upskilling, and special training initiatives.
• Manage training administration, records, reporting, attendance tracking, and evaluations.
• Maintain knowledge-management training repositories and documentation libraries.
• Contribute to cross-functional projects, process-improvement initiatives, and organizational support.

What This Job Offers

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