Customer Service Trainer

Join the Team Modernizing Medicine At ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This “for doctors, by doctors” philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care. A Culture of Excellence When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes: Consistently ranked as a Top Place to Work 2025 Globee Business Awards: Gold Globee for “Technology Team of the Year” 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties Florida Venture Forum: Venture-Backed Company of the Year We are growing fast, thinking big, and we are just getting started. Ready to modernize medicine with us? Job Description Summary ModMed is hiring a driven Patient Services Trainer who will play a pivotal role in shaping a positive team and patient experience within our passionate, high-performing Revenue Cycle Management team. As a critical team member, you will provide training and workshops to Patient Services Specialists of all levels, including onboarding new hires, nesting coaches, quality assurance specialists, and senior and lead specialists. You will work closely with Supervisors and other trainers to develop and update training curriculum, training resources and tools, and workshop materials to ensure that patient service trainee needs are met and effectively evaluated. This direct contribution to our team's development makes you an integral part of ModMed's business and opens the door to an exhilarating career path within a fast-paced Healthcare IT company that is genuinely Modernizing Medicine! Your Role Create and lead training sessions and facilitate workshops for all specialties to ensure team members are trained in all system processes and have full working knowledge of all products and services. Utilize quality call interactions, nesting feedback sessions, low-performance KPI metrics, and client investigation forms to design and outline new training workshops and curriculums. Participate in onboarding and training employees, serving as a quality assurance coach for 3–4 Patient Services Agents during nesting and QA calls. Serve as a point of contact to ensure internal teams' daily workflow processes are completed and supported, providing a strong floor presence. Explore and utilize new tools, resource applications, and AI to improve, enhance, and evaluate the onboarding process for new hires and existing team members. Communicate effectively with onshore and offshore teams (including those in the Philippines) and external consultants to support global training needs. Identify when new hires require additional support or are struggling to meet role expectations and escalator findings appropriately to leadership. Skills & Requirements High School Diploma or equivalent, or a combination of education and experience, required. Minimum 2–3 years of medical claims/billing and contact center experience required. Minimum 1 year of dedicated training experience required. Minimum 1 year of people leadership or operations leadership experience required. Minimum 1 year of reporting and data analysis experience required. Ability to do 50-75% travel required. If local to our Boca Raton office in South Florida, the ability to commute to our headquarters on a hybrid basis (required). Ability to train and lead workshop for groups ranging up to 30 team members onshore and up to 15 team members offshore. Strong communication, judgment, and decision-making skills, including the ability to communicate challenging feedback and make sound decisions independently. Openness to exploring and adopting new processes, AI tools, and training applications. Professional demeanor with strong organizational and time-management capabilities. ModMed Benefits Highlight United States Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution, 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep. Generous Paid Time Off and Paid Parental Leave programs, Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs. Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed. Professional development opportunities, including tuition reimbursement programs, and unlimited access to LinkedIn Learning. Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles, Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters. It takes more than just a great product to modernize medicine. It takes a great team. The work we do makes a difference. Our web and mobile applications are transforming healthcare information technology to increase practice efficiency and improve patient outcomes. Our innovative and collaborative culture fuels our growth and creates rewarding and empowering experiences for our team. #J-18808-Ljbffr