Trainer

Omega • FL, FL

6d • $29 • Onsite

About The Position

The Trainer delivers training, coaching, readiness feedback, and functional guidance to learners in an onsite healthcare contact center in Indianapolis, Indiana. The role supports new-hire training, nesting, cross-training, program launches, process changes, technology implementations, remedial training, and other learning initiatives. The Trainer maintains current knowledge of assigned healthcare, pharmacy, copay, benefit, claim-support, compliance, quality, and system workflows, while escalating questions to the appropriate subject matter experts when needed.

The Trainer reviews learner data, quality findings, operational feedback, and observations to identify knowledge gaps and recommend updates to training materials, job aids, knowledge content, or refresher training. The role maintains approved training materials, facilitator notes, learner resources, training records, version control, and other documentation in accordance with Omega and client standards. It collaborates with Operations, Quality, Workforce Management, Human Resources, IT, and client/program stakeholders, adapting to changing schedules, systems, policies, workflows, and business priorities.

This is a full-time, non-exempt, onsite position. The contact center operates across an approximately 8:00 a.m. to 8:00 p.m. coverage window, and work hours may vary based on training schedules and business needs. Occasional evening, weekend, or holiday support may be required. Regular travel is not expected, though limited travel may be needed for client training, train-the-trainer sessions, implementation activities, or other business needs. The role has no supervisory responsibility and does not independently administer employee discipline or formal performance-management actions.

Requirements

• High School Diploma or GED.
• At least two years of experience in a healthcare, pharmacy billing, patient-support, insurance, contact center, or similar customer-service environment, with demonstrated subject-matter knowledge and strong performance in regulated or process-driven workflows.
• Ability to explain complex information clearly, coach others, facilitate learning, present to groups, and provide constructive performance feedback professionally and supportively.
• Working knowledge of U.S. healthcare insurance and pharmacy-support concepts, including copays, deductibles, coinsurance, out-of-pocket maximums, benefit verification, pharmacy claim responses, coordination of benefits, prior authorization status support, and common claim-rejection scenarios.
• Strong technology skills and ability to learn and teach multiple systems, including CRM/case management tools, telephony applications, Microsoft Office, learning platforms, web-based systems, and dual-monitor workflows.
• Ability and willingness to complete required Omega, client, and program train-the-trainer, privacy, security, systems, quality, emotional sensitivity, compliance, and program-specific training as applicable.
• Ability to maintain confidentiality, exercise sound judgment, manage learner information appropriately, and communicate effectively with representatives, Team Leads, managers, quality staff, healthcare professionals, and client/program stakeholders.
• Patience, empathy, adaptability, sound judgment, organization, and attention to detail when supporting learners with varying levels of healthcare, pharmacy, technical, and contact center experience.

Nice To Haves

• At least one year of formal training, facilitation, coaching, quality, process-coach, lead, subject matter expert, or advanced-agent experience in a healthcare, pharmacy, patient-support, or regulated contact center environment.
• Certified Pharmacy Technician (CPhT) certification through the Pharmacy Technician Certification Board (PTCB) or another nationally recognized certifying organization.
• Active state pharmacy technician registration or licensure where applicable.
• Spanish-speaking/English bilingual proficiency, including the ability to facilitate or support learning and communicate professionally with Spanish-speaking employees or program stakeholders.
• Post-secondary education, adult-learning coursework, training certification, healthcare-related training, or experience supporting new-program launches and high-volume hiring ramps.

Responsibilities

• Deliver training accurately, consistently, and on schedule, meeting learner-completion, assessment, readiness, and documentation expectations.
• Facilitate learning, present information, coach learners, manage classrooms, and provide constructive performance feedback in a professional and supportive manner.
• Maintain current knowledge of assigned healthcare, pharmacy, copay, benefit, claim-support, compliance, quality, and system workflows, escalating questions to appropriate subject matter experts.
• Use learner data, quality findings, operational feedback, and observations to identify knowledge gaps and provide targeted learning interventions.
• Recommend updates to training materials, job aids, knowledge content, and refresher training based on quality trends and workflow issues.
• Maintain approved training materials, facilitator notes, learner resources, training records, version control, and required documentation in accordance with Omega and client standards.
• Support training waves, cross-training, new program launches, process changes, technology implementations, remedial training, and other learning initiatives.
• Collaborate with Operations, Quality, Workforce Management, Human Resources, IT, and client/program stakeholders, and follow through on commitments, escalations, and action items.
• Adapt to changes in client requirements, training schedules, staffing waves, systems, policies, workflows, and operating priorities.
• Maintain a visible presence with new hires and production teams during training and nesting activities.

Benefits

• Health coverage
• Dental coverage
• Vision coverage
• Voluntary insurance options
• 401(k) plan with employer match
• Professional development opportunities
• Paid time off
• Holiday pay
• Potential eligibility for bonus programs, commissions, or other variable incentive plans, depending on position, location, and tenure.

What This Job Offers

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