Remote opportunity for experienced Call Center trainer. The Customer Care Trainer is responsible for providing opportunities for staff to gain the knowledge and skill they need to perform their role. Interfaces with functional teams to develop content of training interventions. Prepares curriculum including the delivery method, media and documentation to be presented. Instructs participants in person and remotely in a one on one or group setting. Assesses knowledge and skill transfer post training and conducts follow up training and/or coaching if needed. Specific duties include, but are not limited to: Design, develop, and deliver training programs for centralized scheduling and customer service support teams. Organize training aligned with the business strategy. Prepares printed and electronic training materials. Keep abreast of ongoing training needs for new services or business initiatives. In coordination with Director of Training and Quality, help to develop and implement reinforcement training and coaching programs that strengthen skills related to communication, customer service, system applications and business processes. Trains and re-trains existing employees on new or updated system applications. Provide additional support in training other non-centralized team members hired through acquisitions or new sites developed. Travel to provide scheduling training/shadowing and support during initial start-up of sites scheduled on-site. Conduct remote and side-by-side monitoring to evaluate overall quality of service delivery using call coaching guidelines. Provide team member coaching, development and performance feedback related to knowledge of services, understanding overall customer experience, technical aptitude and high level of customer service delivery. Partner with supervisors and site managers to identify service and general skill improvement opportunities for phone and email team members. Make recommendations for training initiatives on how to address knowledge gaps. Complete weekly, monthly and quarterly quality performance reporting. Conducts quality audits with the goal of continuously improving individual and team results through monitoring, evaluating and reporting quality performance. In coordination with company-wide training initiatives, provide new or modified policies and procedures. Maintain and store the original source files for all training manuals. Provide additional support for special projects as needed. Position Requirements: High School Diploma or equivalent experience required; Certificate from College or Technical School preferred. 3 - 5 years related experience required. The COVID-19 vaccination is/may be a condition of employment. All candidates who accept an offer for employment will be required to successfully complete a pre-employment background check and drug screen as a condition of employment. Physical Requirements: Standard office environment. More than 50% of the time: Sit, stand, and walk. Repetitive movement of hands, arms and legs. See, speak and hear to be able to communicate with patients. Less than 50% of the time: Stoop, kneel or crawl. Climb and balance. Carry and lift 10-20 pounds Residents living in CA, NY, Jersey City, NJ, WA and CO click here to view pay range information. Akumin Operating Corp. and its divisions are an equal opportunity employer and we believe in strength through diversity. All qualified applicants will receive consideration for employment without regard to, among other things, age, race, religion, color, national origin, sex, sexual orientation, gender identity & expression, status as a protected veteran, or disability. Akumin opens the doors to an exceptional career in outpatient care. Recognized as a trusted national partner for hospitals, health systems, and physician groups, we provide comprehensive radiology and oncology services with a steadfast focus on patient care. Join our team to gain access to cutting-edge technologies, thrive in a supportive work environment driven by trust and collaboration, and embark on a rewarding journey of personal and professional growth. Contribute to shaping the future of healthcare by joining Akumin. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. At Akumin, we’re proud to provide a comprehensive range of top-quality outpatient radiology and oncology services to health systems, hospitals, physician groups, and patients all across the country. Our offerings include state-of-the-art diagnostic imaging, pioneering radiation therapy methods, and personalized care plans created to meet each patient’s specific needs. By collaborating with a diverse array of healthcare providers, we make certain our critical services are both accessible and effective, ultimately leading to improved patient outcomes and fostering the overall well-being of the communities we serve.