Seasonal Contact Center Trainer (Temporary) in at Regalo Health LLC

Join a Team That Makes a Difference

We are seeking an experienced and engaging Seasonal Contact Center Trainer to support the onboarding and development of new Customer Care Representatives during a high-volume hiring period.

This role is responsible for delivering virtual instructor-led training, facilitating engaging learning experiences, and preparing employees for success in a remote healthcare contact center environment. The ideal candidate will have a strong background in contact center operations, employee training, coaching, and healthcare reimbursement or pharmacy support services.

If you enjoy helping others learn, thrive in a fast-paced environment, and can turn complex processes into easy-to-understand training, we'd love to hear from you.

What You'll Do

• Facilitate virtual new hire training classes for remote Customer Care Representatives.
• Deliver training on customer service, call handling, professionalism, and communication skills.
• Train employees on healthcare contact center processes, benefits investigations, insurance verification, and case management.
• Educate trainees on HIPAA, PHI, data privacy, and compliance requirements.
• Conduct knowledge assessments and measure trainee understanding and progress.
• Provide coaching, feedback, and performance support throughout training.
• Assist with nesting activities and production readiness evaluations.
• Collaborate with Operations, Quality, and Leadership teams to ensure training materials are accurate and current.
• Monitor attendance, engagement, and completion metrics.
• Identify learning gaps and provide recommendations for continuous improvement.
• Support ongoing coaching and development initiatives as needed.

What We're Looking For

• Strong facilitation and presentation skills.
• Ability to engage remote learners in a virtual classroom environment.
• Excellent verbal and written communication skills.
• Strong coaching, mentoring, and feedback skills.
• Ability to manage multiple priorities and adapt quickly to changing business needs.
• Strong organizational skills and attention to detail.
• Positive attitude and ability to motivate learners.

Required Qualifications

• High school diploma or GED required.
• Minimum of 3 years of experience training employees in a contact center environment.
• Experience facilitating virtual instructor-led training.
• Experience coaching and developing customer service representatives.
• Working knowledge of HIPAA and PHI requirements.
• Strong Microsoft Office and Microsoft Teams skills.
• Ability to work independently in a remote environment.

Preferred Qualifications

• Healthcare contact center experience.
• Specialty pharmacy experience.
• Manufacturer HUB experience.
• Patient Assistance Program (PAP) experience.
• Copay assistance program experience.
• Quality Assurance or call monitoring experience.
• Experience supporting remote workforces.

Work Schedule

• Monday through Friday
• Standard business hours
• Temporary seasonal assignment
• Remote position