Education and Training Coordinator

Position Summary

The Education and Training Coordinator  is responsible for onboarding, training, coaching, and developing Customer Service Representatives (CSRs) within the Durable Medical Equipment (DME) industry. This role ensures team members are fully equipped with knowledge of company policies, DME products and services, insurance verification processes, order processing, compliance standards, and exceptional customer service practices.

The Trainer works closely with management to identify training needs, improve employee performance, and ensure consistency across customer service operations while fostering a culture of continuous learning and professional development.

This position requires regular travel for onboarding, training, and support of CSR teams across locations.

Education Requirements

• High School Diploma or equivalent required
• Associate degree or coursework in healthcare, business, or related field preferred

Experience Requirements

• Previous customer service experience in the DME industry required
• Prior experience training employees or leading teams preferred
• Knowledge of insurance verification, medical terminology, and DME billing processes preferred

Skills & Qualifications

• Strong written and verbal communication skills
• Excellent presentation, coaching, and mentoring abilities
• Strong customer service and interpersonal skills
• Organizational and time management skills
• Problem-solving and critical thinking abilities
• Ability to multitask in a fast-paced environment
• Proficient computer skills and experience with company software systems
• Knowledge of DME products, insurance guidelines, and healthcare services

Requirements

• Ability to work independently and collaboratively within a team
• Strong phone etiquette and professional communication skills
• Ability to maintain confidentiality of patient and company information (HIPAA compliance)
• Ability to adapt training methods to different learning styles
• Ability to evaluate performance and provide constructive feedback
• Valid state-issued driver’s license required
• Willingness and ability to travel as needed for training purposes

Physical Requirements

• Frequently required to sit and use hands for computer and phone work
• Occasionally required to stand and walk
• Extended periods of communication with customers and employees via phone

Essential Duties and Responsibilities

1. Train new and existing CSRs on company policies, procedures, and customer service standards.
2. Educate employees on DME products, medical services, insurance guidelines, and order processing workflows.
3. Develop, update, and maintain training materials, manuals, and reference guides.
4. Conduct onboarding and orientation training for new hires.
5. Monitor CSR performance and provide coaching, feedback, and retraining as needed.
6. Ensure understanding of documentation standards, compliance requirements, and HIPAA regulations.
7. Assist employees with insurance verification and reimbursement processes.
8. Collaborate with management to identify training gaps and performance improvement opportunities.
9. Reinforce professional phone etiquette and customer interaction best practices.
10. Stay current on changes in DME products, insurance carrier policies, and company procedures.
11. Participate in branch and corporate training initiatives and meetings.
12. Assist in developing standardized workflows to improve operational efficiency.
13. Support CSR staff with order issues, customer concerns, and problem resolution.
14. Maintain accurate records of employee training and progress.
15. Promote a positive, team-oriented environment and continuous learning culture.
16. Perform other duties as assigned by management.