Training Specialist II

Training Facilitator

About the Role OneHUB People Excellence is seeking an experienced Training Facilitator to lead the onboarding and training of new hires within our Patient Access call center environment. This is a hands-on, high-impact contractor role for someone who can step in immediately and deliver polished, engaging training with minimal ramp-up time. The ideal candidate brings deep insurance call center expertise and a proven track record of facilitating both in-person and hybrid training sessions.

Key Responsibilities

• Facilitate new hire onboarding and training programs for call center staff, both in-person and hybrid/virtual formats.
• Lead classroom-style and virtual training sessions covering systems, call handling procedures, compliance requirements, and customer service standards specific to the healthcare/insurance industry.
• Serve as a subject matter resource on insurance call center processes, terminology, and regulatory considerations, incorporating real-world scenarios into training content.
• Monitor new hire performance and comprehension during training; provide coaching, feedback, and additional support as needed to ensure readiness for production.
• Track and report on training progress, attendance, and completion metrics.
• Adapt facilitation style and materials to accommodate different learning styles and varying levels of experience among trainees.
• Identify gaps in existing training materials and recommend improvements based on floor observations and new hire feedback.
• Maintain a professional, engaging, and inclusive classroom environment that supports adult learning best practices.

Required Qualifications

• Minimum 2+ years of experience in a call center environment, with in-depth insurance industry experience required.
• Proven experience facilitating training in both in-person and hybrid/virtual settings, actively leading sessions in front of learners.
• Demonstrated ability to onboard and train new hires from day one through production readiness.
• Strong presentation, public speaking, and classroom management skills.
• Comfortable using LMS platforms, virtual meeting tools (e.g., Teams, Zoom), and standard call center systems/CRMs.
• Excellent communication, coaching, and interpersonal skills.
• Highly organized, self-directed, and able to work with minimal onboarding time — must be ready to hit the ground running.
• Flexibility to adjust facilitation approach based on audience needs and business priorities.

Preferred Qualifications

• Prior experience training within a healthcare, pharmaceutical, or highly regulated call center environment.
• Familiarity with adult learning principles and instructional design fundamentals.
• Experience with performance metrics tied to training outcomes (e.g., quality scores, AHT, first-call resolution).

EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."