Live Answer- Trainer
Live Answer Trainer
General Job Summary : The Live Answer Trainer will be responsible for developing, coordinating and delivering training programs to onboard new hires and upskill existing Live Answer Agents. They will be responsible for ensuring the team is trained on how to manage patient inquiries, scheduling, and medical service inquiries with high empathy, accuracy, and regulatory compliance (HIPAA). (This is a full time position supporting our TPC at SouthPark) Primary Job Responsibilities/Tasks may include, but not limited to:- Identify and assess training needs within Live Answer and participate in the design, preparation, delivery, and assessment of training and development programs.
- Create and update training materials, including presentations, SOPs, job aids, and role-playing scenarios.
- Provide platform-specific training for Live Answer teammates, including DASH scheduling (central and self-booking), Artera workflows, MedChat, RingCentral/NICE CXone, and other patient communication systems.
- Identify skill gaps and provide one-on-one coaching to improve key metrics, including average speed of answer, hold time, call handling time, scheduling accuracy, and patient satisfaction scores.
- Train team members on proper scheduling protocols, clinician rule adherence, and TMP Master guidelines to ensure booking accuracy.
- Support rollout training for new initiatives, system updates, workflow changes, and technology enhancements.
- Work with operations, quality, and management teams to address performance gaps and update training needs.
- Utilize QA monitoring and coaching feedback to recommend training progress, effectiveness, and improvements.
- Develop and administer knowledge assessments.
- Other tasks as assigned.
- High school diploma required; Bachelor’s degree preferred.
- 2 – 4 years of experience in call center operations, or training with a preference in healthcare.
- Excellent communication skills, both written and verbal.
- Strong computer, technology and presentation skills.
- Understanding of HIPAA and medical terminology.
- Ability to teach patient-centric communication
Physical Requirements
- Work consistently requires walking, standing, sitting, lifting, reaching, stooping, bending, pushing, and pulling.
- Must be able to lift and support weight of 35 pounds.
- Ability to concentrate on details.
- Use of computers for long periods of time.
Recommended Jobs
System Administrator
: Who We Are: Oasys International, LLC (Oasys) is a rapidly expanding firm that has been recognized on Inc. 5000 magazine's list of the fastest-growing companies for five consecutive years. We are …
Dishwasher - NO NIGHTS!
Job Description Job Description Born from a small restaurant in New Orleans’ Mid-City neighborhood, Ruby Slipper Restaurant Group has grown to operate two brands with over 20 restaurants througho…
Commercial Building Superintendent
Commercial Building Superintendent Overall responsibility for the successful completion of commercial and healthcare construction projects, on time and within budget. Directly supervise and coordina…
HVAC PRODUCTION-OPERATIONS MANAGER
Job Description Job Description HVAC PRODUCTION- OPERATIONS MANAGER (Wilmington) - NEW CONSTRUCTION The Operations Manager in the HVAC Contractor industry is responsible for overseeing and man…
Global Financial Accounting Manager
Description The Global Financial Accounting Manager will be a key leader in the finance and accounting department for a multi-entity and global organization amid rapid growth. This role will exe…
Manager, Validation
Work Schedule Standard (Mon-Fri) Environmental Conditions Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Office As part of the Thermo Fisher Scientific team, you…
Non-CDL Drivers/Movers
Location: [Charlotte, NC] Pay: $18–$22/hr (based on experience) + tips + bonuses Schedule: Full-Time | Weekdays + Occasional Weekends Company: [All My Son’s Moving and Storage] We’re lo…
Christian Financial Strategy Manager
: Job Title: Financial Strategy Manager Location: Black Mountain, NC About Us: Kingdom Staffing exists for the proclamation of the gospel in the marketplace. We do this by providing our client…
Material Receiving Specialist
Material Receiving Specialist Are you experienced in bulk material handling and looking for a stable, full-time opportunity with steady hours? We’re hiring a skilled Material Receiving Specialist …
Production/Warehouse Associate 423
Job Description Job Description Pay: $17.00 - $25.00 per hour Job description: Responsibilities include inventory control and servicing local automotive vendors, which are essential for ma…