Trainer

Description: The trainer will be responsible for delivering all necessary training to contact center employees, including new hires, system updates, improvements, and changes to each client’s rules and policies.

Essential Duties:

• Review and update training materials across all platforms used, including Moodle, Amazon Q, among others.
• Create training agendas for new employee onboarding, cross-training for transferred employees, and retraining sessions.
• Coordinate operational training sessions for the contact center.
• Facilitate operational training through individual interventions or group sessions for both new and current employees.
• Facilitate the transition of employees into their respective roles within the call center, ensuring proper support and guidance throughout the process.
• Record training efforts in HR systems (TeleMedik University).
• Evaluate employees undergoing onboarding and cross-training processes.
• Participate in training sessions provided by clients or contact center leaders.
• Serve as a facilitator for employees during certification processes.
• Provide coaching, mentoring, or retraining as needed.
• Collect information daily from trainers and trainees.
• Manage and maintain training rooms, materials, and internal equipment.
• Support the administration of the Moodle platform (TeleMedik University).
• Complete final evaluations to assess training completion.
• Administer and correct knowledge validation tests from TeleMedik University for the contact center.
• Support administrative projects led by the People Strategic Services Division.
• Other related duties as assign.
• Ensure confidentiality and compliance with all state and federal regulations applicable to Health Call Centers; including HIPAA and internal policy for disposing of confidential information material.
• Notify any expose of Protected Health Information to the supervisor immediately.
• Comply with medullar & functional trainings; and all procedures established by regulatory agencies, contractual requirements, and any applicable certification standards (including but not limited to URAC, among others).

Requirements:

• Bachelor’s degree in Education, HR, Business Administration, Organizational Development, - or related field.
• Minimum 3 years of experience in corporate training, learning and development, or related field.
• Strong knowledge in designing and delivering training programs in person and/or virtual.
• Experience with adult learning principles and instructional design methods.
• Strong understanding of training methodologies and e-learning tools (LMS platforms like Cornerstone, Moodle).
• Excellent presentation, facilitation, and communication skills.
• Ability to analyze training needs and assess skill gaps.
• Familiarity with performance improvement and coaching techniques.
• Proficiency in Microsoft Office Suite, and experience creating materials in tools like Canva, PowerPoint.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Fully Bilingual (English and Spanish)
• Excellent communication skills (spoken, written, and reading)

What are the benefits of being part of our team as a Service Representative in the Health field?

• Probation Period: 180 days (6 months)

• Leave Entitlements:
  • 15 days of vacation leave
  • 12 days of sick leave
  • Vacation accrues at 10 hours per month
  • Sick leave accrues at 8 hours per month
• Health Insurance: Includes employer contribution
• Retirement Plan: 401(k)
• Training: In-service training covering regulatory aspects and health topics
• Telemedicine Access: 24/7 virtual medical consultations
• Wellness Programs: Employee health and wellness initiatives
• Career Development: Opportunities for growth and professional advancement
• Social Impact: Contribute to the health and well-being of the population
• Paid Leave Benefits: Additional paid leave options available

Job Type: Full-time

Workplace: Onsite in Guaynabo, PR and Mayaguez, PR

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER - (EEOC)