Insight Global is hiring: Call Center Trainer in Grand Rapids

3 days ago Be among the first 25 applicants

This range is provided by Insight Global. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$35.00/hr - $45.00/hr

Direct message the job poster from Insight Global

Hiring Partner - Digital Services at Insight Global

Insight Global is seeking an experienced and dynamic Healthcare Call Center Trainer to design and deliver high-impact patient-centric, compassion-focused collections training programs that support the successful launch and rapid scale of our new call center. This role is responsible for building comprehensive training content, managing knowledge resources, and contributing to quality assurance processes that ensure frontline staff are equipped to deliver exceptional patient experiences. The ideal candidate has a strong background in healthcare customer service, adult learning principles, and call center operations.

This is a 6-9 month contract-to-hire Full-Time position and is 5 days onsite.

Key Responsibilities:

• Design, develop, and deliver training programs for new hires and existing staff across all call center functions (inbound, outbound, scheduling, patient support, billing, etc.)

• Create and maintain knowledge management resources, including call guides, SOPs, FAQs, and reference materials

• Support the onboarding process for each new cohort, including coordination with leadership, systems access, and readiness activities

• Collaborate with quality assurance and operations teams to align training content with service expectations and performance goals

• Conduct ongoing skills development, soft skills coaching, and upskilling initiatives to support continuous improvement

• Analyze performance data and quality trends to identify training needs and close knowledge or behavior gaps

• Contribute to the design of QA frameworks and calibration processes to ensure consistency in feedback and coaching

• Support the development of a strong culture of learning, accountability, and empathy within the call center

• Adapt training delivery methods (e.g., virtual, in-person, hybrid) to meet the needs of a rapidly growing and geographically dispersed team

• Stay current on healthcare regulations, industry best practices, and contact center innovations to inform training design

Requirements:

• 3–5+ years of experience in a training role within a healthcare or contact center environment and a focus on payment solutions

• Proven success in designing and delivering training content for new call center launches or large-scale ramp-ups

• Strong understanding of healthcare operations, patient experience, and revenue cycle terminology

• Experience with quality assurance programs and the development of coaching tools and rubrics

• Familiarity with learning management systems (LMS), call center technologies, and knowledge bases

Compensation: $35/hr to $45/hr per year annual salary. Exact compensation may vary based on several factors, including skills, experience, and education.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Hospitals and Health Care, Medical Practices, and Insurance

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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