Call Center Trainer - Dermatology

Join Our Team at Skin and Cancer Institute!

Are you passionate about dermatology and skin health? Do you thrive in a dynamic, patient-focused environment? Skin and Cancer Institute is looking for dedicated professionals to join our team!

Why Join Us?

At Skin and Cancer Institute, we are committed to excellence in dermatology, skin cancer treatment, and cosmetic procedures. We offer a supportive and collaborative work culture where your skills and dedication make a real impact.

Summary of Position

• Work Location: 5550 Painted Mirage Rd Las Vegas, Nevada 89149
• Work Category: Non-exempt, Full-time, On-site

The Call Center Trainer is to develop, facilitate, and improve training programs for customer service representatives in a fast-paced call center environment. This role is responsible for onboarding new hires, delivering engaging in-person and virtual training sessions, and ensuring agents are equipped with the foundational knowledge and customer service skills needed to confidently handle live calls. The ideal candidate will have experience creating interactive and visually engaging training materials, coaching employees, and improving knowledge retention through scenario-based learning and practical application exercises.

WHAT YOU'LL DO:

• Conduct engaging virtual instructor-led training (VILT) sessions using platforms such as Zoom, Microsoft Teams, or Webex.
• Ensure agents receive foundational knowledge training in areas including:

1. Basic insurance types and terminology
2. HMO, PPO, Medicaid, and Medicare plans
3. Medical terminology
4. Common skin conditions
5. Appointment types and scheduling procedures

• Prepare agents with baseline knowledge prior to handling live customer calls to improve:

1. Call-handling confidence
2. Accuracy and compliance
3. Overall customer experience

• Develop and implement interactive training methods that promote engagement and knowledge retention, including:

1. Visual presentations and slide decks
2. Real-life examples and case studies
3. Scenario-based discussions
4. Role-playing activities and call simulations

• Reduce reliance on guideline manuals by incorporating more dynamic and learner-focused training materials.
• Evaluate training effectiveness through assessments, observations, quality metrics, and trainee feedback.
• Provide ongoing coaching, mentorship, and refresher training to support employee performance improvement.
• Collaborate with leadership, quality assurance, and operations teams to identify training gaps and opportunities for improvement.
• Track trainee attendance, progress, and completion of records through learning management systems and reporting tools.
• Support both remote and onsite employees while maintaining high levels of engagement during virtual training sessions.
• Continuously updates training content to align with operational processes, policy changes, and business needs.
• Monitors call center progress and provide regular updates.
• Works with other departments to ensure transparency and accuracy of information.
• Collaborates with I.T. for call center solutions and best practices in delivering a quality training program, using effective tools and formats.

WHAT WE'RE LOOKING FOR:

Required Skills / Abilities

• Organizational skills - Being prepared for training and can get back on track if something unexpected happens causing a delay.
• Attention - Understands learning styles and adapts accordingly.
• Intermediate to advance computer skills.
• Call center knowledge of Key Performance indicators (KPI)
• Communication Skills - Effective verbal and written communication skills are essential for trainers to convey information clearly and engage trainees.
• Presentation Skills - The ability to present information in an engaging and understandable manner is crucial for keeping trainees attentive and facilitating learning.
• Curriculum Development - Ability to design and update training materials, manuals, and programs to meet evolving needs and ensure relevance.
• Technical Proficiency - Familiarity with call center software, CRM systems, and other tools used within the call center environment.
• Virtual Training Facilitation - Proficiency in delivering training sessions through virtual platforms (e.g., Zoom, Microsoft Teams, or other e-learning tools) including managing breakout rooms, discussions, and interactive activities to enhance engagement.
• Instructional Design for E-Learning - Skills in creating effective e-learning modules, video tutorials, and interactive content that cater to remote learning environments.

Education & Experience

• Associate or bachelor's degree (not required)
• 3-5 years of call center training experience.
• 1-2 years' experience in a clinical setting

EQUIPMENT & SOFTWARE OPERATION

The incumbent in this position may operate any/all of the following equipment: (Not required)

• Microsoft 365 apps, fax, email, phone, Klara, EMA, ModMed, iPAD, NoahFace (biometric timeclock), Tandem, CoverMyMeds, LabCorp (software for looking up labs results and ordering supplies), Quest diagnostics

What We Offer:

• Competitive salary and benefits
• Health, dental, vision, and ancillary insurance options
• 401K retirement savings
• Paid time off
• Professional development opportunities
• Supportive and fair work environment

� Apply Today! Be a part of a dynamic team that’s transforming skin health. Submit your resume and cover letter to careers@skinusa.com. We can't wait to meet you!

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