Trainer, Call Center
About IKS Health
Founded in 2006, IKS Health enables providers to provide better, safer, and more efficient care at scale. With over 13,000 employees, including physicians, technologists, and healthcare professionals, IKS Health provides solutions for over 150,000 providers across some of the largest healthcare organizations in the country. Through our Provider Enablement Platform, IKS Health combines technology and expertise to help healthcare providers focus on what matters most, the patient.
Position Summary
IKS Health is seeking an experienced Trainer to facilitate onboarding, refresher, and developmental training programs for customer service representatives supporting inbound patient billing and invoice inquiries. This role is responsible for preparing employees to deliver exceptional customer service, resolve billing concerns accurately, and create a positive patient experience.
The Trainer will partner closely with the Training Manager, Operations leaders, Human Resources, and Quality teams to support employee development initiatives, reinforce performance expectations, and drive continuous learning throughout the employee lifecycle.
Key Responsibilities
- Facilitate instructor-led onboarding programs for newly hired customer service representatives.
- Deliver refresher training and skill development sessions to support ongoing performanceimprovement.
- Conduct coaching sessions and targeted developmental training based on quality, productivity, and customer experience trends.
- Reinforce company policies, procedures, service standards, and operational best practices.
- Assist in maintaining training materials, job aids, standard operating procedures (SOPs), and learning resources.
- Support new hire nesting and transition-to-production activities.
- Administer knowledge assessments, quizzes, and training evaluations.
- Monitor learner progress and provide feedback to employees and leadership regarding training needs.
- Partner with Operations, Quality Assurance, and Human Resources to identify and address skill gaps.
- Ensure all training activities comply with HIPAA requirements, company policies, and client expectations.
- Assist with process updates, system enhancements, and implementation of new training initiatives.
- Identify opportunities to improve learning effectiveness throughout the employee lifecycle.
- Collaborate closely with internal and external stakeholders.
- Ability to work independently while managing multiple priorities and deadlines.
- Achieve and maintain department-established benchmarks for new hire throughput percentage, training graduation rates, and 90-, 120-, and 180-day retention metrics through effective facilitation, coaching, and performance support.
Required Qualifications
- Associate's Degree, Bachelor's Degree, or equivalent work experience required.
- 2-4 years of experience in training, coaching, quality assurance, team lead, or customer service leadership roles.
- Experience facilitating in-person and/or virtual training sessions.
- Strong presentation, communication, and coaching skills.
- Experience working in a customer service or contact center environment.
- Proficiency in Microsoft Office Suite and learning technologies.
- Strong organizational skills with the ability to manage multiple projects simultaneously.
- Ability to effectively engage adult learners and adapt training methods to different learning styles.
- Excellent interpersonal skills and ability to build relationships across departments.
Preferred Qualifications
- Experience supporting healthcare, revenue cycle, medical billing, or patient financial services operations.
- Experience with Salesforce or similar CRM platforms.
- Knowledge of adult learning principles and instructional techniques.
- Previous experience supporting onboarding programs and employee development initiatives.