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.

Requirements:

Education and Experience

• 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.