Training Specialist, PX & Patient Coordinators

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct live training sessions for new hires in PX and Patient Coordinator positions, focusing on systems, processes, call management, and compliance standards.

• Facilitate remediation sessions for agents identified through QA monitoring, performance analysis, or supervisor recommendations.

• Adjust facilitation methods to meet learner needs, pacing, and group dynamics while ensuring content delivery remains consistent.

• Collaborate with Quality and Operations teams to stay informed about process modifications, product updates, and compliance regulations.

• Offer personalized coaching to new hires and experienced agents to reinforce training concepts, address skill deficiencies, and enhance performance.

• Work alongside QA and team leaders to provide targeted coaching based on audit results or remediation referrals.

• Employ a consultative, strengths-based coaching methodology that fosters agent confidence while promoting measurable behavioral changes.

• Record coaching interactions and monitor progress over time to guide remediation strategies and escalation choices.

• Develop and maintain eLearning modules, knowledge assessments, and job aids for use in the LMS.

• Transform existing training resources (SOPs, process guidelines, QA rubrics) into organized, self-paced learning opportunities.

• Ensure all LMS content is version-controlled and consistent with current documentation.

• Utilize AI tools to speed up content creation, enhance module interactivity, and boost learning design efficiency.

• Monitor and manage training metrics, including new hire completion rates, assessment scores, remediation participation, and time-to-proficiency statistics.

• Prepare regular updates and training reports for the Training Manager and key stakeholders, summarizing cohort progress, outstanding issues, and trend indicators.

• Analyze LMS data to detect trends in learner performance and generate insights that inform curriculum modifications or remediation needs.

• Maintain accurate training documentation in compliance with quality and regulatory standards.

• Oversee training curricula for both new hire pathways and remediation processes.

• Partner with Document Control to ensure training materials reflect current approved procedures.

• Engage in SOP/process guide reviews to evaluate the training impact of document updates.

⛳️ Requirements

• A minimum of 2 years of experience in training, learning & development, or instructional design, ideally within a healthcare, contact center, or patient services setting.

• Experience in training teams that generate revenue—such as inside sales, patient coordinators, or similar roles where agent performance affects conversion rates, revenue, or patient acquisition.

• Proven coaching experience, demonstrating the ability to deliver effective one-on-one and small group coaching that results in observable behavior changes and improved performance.

• Demonstrated ability to conduct live training sessions (both in-person and virtual) for adult learners.

• Practical experience in creating content within an LMS (e.g., Workday or similar systems).

• Experience in tracking training metrics and preparing updates or reports for management.

• Demonstrated technological proficiency with the capacity to quickly learn and navigate new platforms, tools, and systems.

• Practical experience using AI tools (e.g., Claude, Gemini, or AI-enhanced features within authoring or LMS platforms) to assist with content creation, efficiency, or workflow automation.

• Excellent written and verbal communication skills.

• Ability to juggle multiple training initiatives and deadlines simultaneously.

🏝️ Benefits

• Comprehensive medical, dental, vision, life, and disability insurance plans for eligible employees and their dependents.

• Free testing services for Natera employees and their immediate family members.

• Fertility care benefits.

• Leave for pregnancy and bonding with a new baby.

• 401k retirement benefits.

• Commuter benefits.

• Employee referral program.