Training Coordinator

Job Summary

We are seeking an experienced and motivated Customer Service Trainer to join our Durable Medical Equipment (DME) team. The Trainer is responsible for onboarding, training, coaching, and developing Customer Service Representatives (CSRs) to ensure exceptional customer service and operational excellence. This role plays a critical part in ensuring employees are knowledgeable in company policies, DME products and services, insurance verification, order processing, compliance standards, and customer interaction best practices.

The ideal candidate is a strong communicator with DME customer service experience, excellent coaching abilities, and a passion for employee development and continuous improvement.

Essential Duties & Responsibilities

• Train new and existing CSRs on company policies, procedures, workflows, and customer service standards
• Conduct onboarding and orientation training for newly hired employees
• Educate staff on DME products, medical services, insurance verification, reimbursement procedures, and order processing
• Develop, update, and maintain training materials, manuals, job aids, and reference guides
• Monitor employee performance and provide coaching, feedback, and retraining when necessary
• Ensure employees understand HIPAA compliance, documentation standards, and company policies
• Reinforce professional phone etiquette and effective customer communication skills
• Collaborate with management to identify training opportunities and performance improvement initiatives
• Support CSR staff with questions regarding customer concerns, orders, and problem resolution
• Maintain records of employee training completion and progress
• Assist with creating standardized workflows and training processes to improve efficiency
• Stay current on DME industry updates, insurance guidelines, and company procedures
• Participate in branch meetings, training initiatives, and team development activities
• Promote a positive, team-oriented work environment focused on continuous learning
• Perform other duties as assigned by management

Qualifications

Education

• High School Diploma or equivalent required
• Associate degree or related healthcare/business education preferred

Experience and Requirements

• Previous customer service experience in the Durable Medical Equipment (DME) industry required
• Prior experience training employees, coaching staff, or leading teams preferred
• Knowledge of insurance verification, medical terminology, and DME billing processes preferred
• Valid state issued driver license

Skills & Abilities

• Excellent written and verbal communication skills
• Strong presentation, training, and coaching abilities
• Outstanding customer service and interpersonal skills
• Strong organizational and time management skills
• Problem-solving and critical thinking abilities
• Ability to multitask in a fast-paced environment
• Proficient computer skills and knowledge of company software systems
• Knowledge of DME products, insurance guidelines, and medical services
• Ability to work independently and collaboratively within a team
• Ability to adapt training methods to different learning styles
• Strong professionalism and phone etiquette
• Ability to maintain confidentiality of patient and company information

Physical Requirements

• Frequently required to sit and use hands to finger, handle, or feel
• Occasionally required to stand and walk
• Travel to locations
• Significant amount of time spent speaking with customers and employees

Why Join Us?

• Opportunity to make a direct impact on employee success and customer satisfaction
• Supportive team-oriented environment
• Growth and development opportunities
• Meaningful work in the healthcare and DME industry

Equal Opportunity Employer

We are an Equal Opportunity Employer and value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic