Customer Experience Trainer

Job Title: Customer Experience Trainer (Call Center)
Department: Training
Reports To: Director of Training
Location: Glen Allen, VA (23060)

About MediDrive

MediDrive is a fast-growing NEMT (Non-Emergency Medical Transportation) technology startup dedicated to transforming access to care. Our team is redefining what patient transportation should look like: efficient, compassionate, and data-driven. We’re seeking a motivated, hands-on leader who’s ready to help us scale our call center operations while building a culture of excellence and continuous learning.

Position Summary

The Call Center Trainer is responsible for delivering and reinforcing training for Customer Service Representatives (CSRs) at MediDrive’s Virginia contact center. This role supports new-hire onboarding, nesting, and ongoing coaching using established MediDrive training protocols, procedures, and workflows. The Training Coach also supports process updates, quality improvement initiatives, and performance readiness through hands-on coaching, observation, and feedback. This position works closely with the Training Manager, Operations, QA, and Supervisors to ensure agents are prepared.

Essential Responsibilities

New Hire Training & Nesting Support

• Support and coordinate new hire CSR training classes in alignment with onboarding schedules.
• Actively coach CSRs during nesting and transition to full call volume.
• Reinforce proper system usage, documentation accuracy, and member experience expectations.
• Support implementation of protocol, policy, and system changes during training and nesting.

Ongoing Training & Process Reinforcement

• Deliver refresher training and targeted coaching based on QA findings and operational trends.
• Support rollout of process or protocol updates and ensure consistent adoption by CSRs.
• Assist the Director of Training with the preparation and delivery of ongoing professional development training.
• Coordinate with Operations and Workforce Management to ensure training coverage aligns with business needs.

Quality, Monitoring & Support

• Perform call monitoring and audits as assigned to assess adherence to procedures and quality standards.
• Provide timely coaching feedback based on observed performance and audit results.
• Partner with QA to identify trends and support training solutions addressing recurring issues.
• Evaluate training effectiveness and recommend improvements when needed.

Additional Responsibilities

• Maintain working knowledge of MediDrive services, client requirements, and NEMT program expectations.
• Understand departmental workflows to ensure CSRs are trained accurately and consistently.
• Demonstrate professionalism, reliability, and commitment to quality work.
• Translate complex processes into clear, easy-to-understand training concepts.
• Proactively identify opportunities to improve training effectiveness and agent productivity.
• Coordinating with the Director of Training to maintain accurate training, coaching, and attendance documentation.
• Maintain flexibility in schedule to support onboarding classes and operational needs.
• Other duties as assigned.

Qualifications

• 2+ years of experience in NEMT, healthcare call centers, or transportation operations required.
• 2+ years of experience facilitating training programs or supervising call center teams preferred.
• Experience in LMS administration and delivering e-learning content (e.g., Articulate, Workday) is a strong plus.
• Experience with omnichannel call center systems (ACD/IVR/CRM) such as Nextiva, Five9, RingCentral, Talkdesk, or Genesy is a plus!
• Ability to serve as a role model for CSRs in phone etiquette, documentation accuracy, and procedural adherence.
• Hands-on leader with strong communication, coaching, and motivational skills, both virtually and in-person.

Skills and Competencies

• Strong knowledge of call center metrics and quality frameworks.
• Comfort working cross-functionally across training, operations, and technology teams.
• Excellent written and verbal communication skills.
• Strong organizational and time-management skills.
• Bilingual (English/Spanish) a plus.

Physical Requirements

• Ability to remain seated for extended periods with occasional mobility throughout the workday.
• Sufficient manual dexterity to operate standard office equipment, including computers, calculators, and telephones.
• Occasional movement throughout the department to interact with staff and complete work-related tasks.

*** Please note that this position will be required to be on-site 5 days a week ***

Employment is contingent upon the successful completion of a background check and any other client- or regulatory-required steps applicable to the role.