Trainer Specialist

JOB SUMMARY

The position holder is responsible for overseeing healthcare employees training and development activities by performing various tasks including but not limited to identifying training needs for the business unit, supervising trainers' work, developing effective employee training programs/workflows and/or tools, and facilitation of training.

DUTIES & RESPONSIBILITIES

1. Facilitate instructor-led, virtual, and blended learning programs, workshops, refresher sessions, and one-on-one coaching to support employee development and performance improvement.
2. Serve as the Subject Matter Expert (SME) for contact center operations, providing expertise on client programs, customer interaction handling, service delivery standards, communication best practices, and operational processes to support employee performance and customer satisfaction.
3. Monitor and evaluate trainee and employee performance through transaction reviews, side-by-side observations, call monitoring, and work output assessments to ensure compliance with client requirements, quality standards, and operational procedures.
4. Provide oversight of training and development activities by identifying business needs, supervising training deliverables, evaluating training effectiveness, and implementing learning solutions that drive operational performance and customer satisfaction.
5. Prepare, review, analyze, and submit training and quality-related reports, including performance scorecards, training completion reports, audit findings, trend analyses, knowledge assessments, calibration outcomes, and other ad hoc reports required by management and clients.
6. Develop, review, update, and maintain training materials, standard operating procedures (SOPs), work instructions, workflows, process maps, knowledge articles, and reference guides to ensure accuracy and alignment with current business requirements.
7. Design and implement comprehensive onboarding, upskilling, cross-training, and continuing education programs for contact center associates, ensuring alignment with client requirements, operational goals, customer experience standards, and organizational best practices.
8. Identify process gaps, documentation errors, and data inaccuracies through training observations and quality monitoring activities, escalating issues appropriately to support data integrity and process improvement initiatives.
9. Support Quality Assurance initiatives by conducting quality audits, transaction reviews, and process compliance assessments using established quality standards and monitoring tools.
10. Partner with the Quality team in calibration sessions, dispute resolution, quality review meetings, and process alignment discussions to ensure consistent interpretation and application of quality standards.
11. Attend management, operational, and client meetings to present training effectiveness results, audit findings, quality trends, process improvement opportunities, and recommendations that support business objectives.
12. Support Performance Enhancement Programs (PEP), focused monitoring initiatives, and remediation programs through targeted coaching, retraining, skills validation, and performance tracking. Provide comprehensive evaluations and recommendations to Operations and Human Resources.
13. Perform post-training evaluations, nesting support, and knowledge retention assessments to ensure successful transfer of learning and sustained employee performance.
14. Participate in quality improvement projects and continuous improvement initiatives aimed at increasing quality scores, operational efficiency, customer satisfaction, and compliance with client requirements.

JOB REQUIREMENTS

• Graduate of any college degree
• Preferred graduate of BS Nursing (for clinical work)
• with 2 to 3 years combined experience as Trainer
• Preferred to have an active PRC RN license (if applicable)li>
• Preferred to have RCM specific certifications such as:
• Certified Revenue Cycle Professional (CRCP)

PERKS OF JOINING OUR TEAM

• Competitive Salary
• Work onsite (Alabang Corporate Center)
• Free Shuttle
• 15% Night differential
• HMO Day1 with dependents ***
• Sleeping quarters with lactation room
• Employee referral bonus
• Employee engagements
• Healthy working environment
• Free webinars and internal trainings/events and more