Job Description
Job Description
Description: The trainer will be responsible for delivering all necessary training to contact center employees, including new hires, system updates, improvements, and changes to each client’s rules and policies.
Essential Duties:
- Review and update training materials across all platforms used, including Moodle, Amazon Q, among others.
- Create training agendas for new employee onboarding, cross-training for transferred employees, and retraining sessions.
- Coordinate operational training sessions for the contact center.
- Facilitate operational training through individual interventions or group sessions for both new and current employees.
- Facilitate the transition of employees into their respective roles within the call center, ensuring proper support and guidance throughout the process.
- Record training efforts in HR systems (TeleMedik University).
- Evaluate employees undergoing onboarding and cross-training processes.
- Participate in training sessions provided by clients or contact center leaders.
- Serve as a facilitator for employees during certification processes.
- Provide coaching, mentoring, or retraining as needed.
- Collect information daily from trainers and trainees.
- Manage and maintain training rooms, materials, and internal equipment.
- Support the administration of the Moodle platform (TeleMedik University).
- Complete final evaluations to assess training completion.
- Administer and correct knowledge validation tests from TeleMedik University for the contact center.
- Support administrative projects led by the People Strategic Services Division.
- Other related duties as assign.
- Ensure confidentiality and compliance with all state and federal regulations applicable to Health Call Centers; including HIPAA and internal policy for disposing of confidential information material.
- Notify any expose of Protected Health Information to the supervisor immediately.
- Comply with medullar & functional trainings; and all procedures established by regulatory agencies, contractual requirements, and any applicable certification standards (including but not limited to URAC, among others).
Requirements:
- Bachelor’s degree in Education, HR, Business Administration, Organizational Development, - or related field.
- Minimum 3 years of experience in corporate training, learning and development, or related field.
- Strong knowledge in designing and delivering training programs in person and/or virtual.
- Experience with adult learning principles and instructional design methods.
- Strong understanding of training methodologies and e-learning tools (LMS platforms like Cornerstone, Moodle).
- Excellent presentation, facilitation, and communication skills.
- Ability to analyze training needs and assess skill gaps.
- Familiarity with performance improvement and coaching techniques.
- Proficiency in Microsoft Office Suite, and experience creating materials in tools like Canva, PowerPoint.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Fully Bilingual (English and Spanish)
- Excellent communication skills (spoken, written, and reading)
What are the benefits of being part of our team as a Service Representative in the Health field?
- Probation Period: 180 days (6 months)
- Leave Entitlements:
- 15 days of vacation leave
- 12 days of sick leave
- Vacation accrues at 10 hours per month
- Sick leave accrues at 8 hours per month
- Health Insurance: Includes employer contribution
- Retirement Plan: 401(k)
- Training: In-service training covering regulatory aspects and health topics
- Telemedicine Access: 24/7 virtual medical consultations
- Wellness Programs: Employee health and wellness initiatives
- Career Development: Opportunities for growth and professional advancement
- Social Impact: Contribute to the health and well-being of the population
- Paid Leave Benefits: Additional paid leave options available
Job Type: Full-time
Workplace: Onsite in Guaynabo, PR and Mayaguez, PR
EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER - (EEOC)