Patient Access Training Facilitator

Patient Access Training Facilitator
(Training Specialist) 

Location: North Chicago, IL 
Work Arrangement: Hybrid – onsite Tuesday through Thursday, with additional onsite presence based on training cohort needs
Schedule: Monday–Friday, approximately 8:00 AM–4:30 PM or as business/training needs require
Contract: 6 months to start

$29-$34/hr based on benefit elections
 
About the Role
We are seeking an experienced Training Facilitator to support the onboarding and training of new hires within a Patient Access call center environment.
This is a hands-on, high-impact role for an experienced trainer who can step in quickly and confidently lead new-hire training with minimal ramp-up time. The ideal candidate will have a strong background in insurance call center operations and proven experience facilitating engaging training sessions in both in-person and virtual/hybrid environments.
Key Responsibilities

• Facilitate new-hire onboarding and training programs for Patient Access call center employees in both classroom and virtual settings.
• Lead training sessions covering systems, call-handling procedures, compliance requirements, customer service standards, and healthcare/insurance-related processes.
• Serve as a subject matter resource on insurance call center processes, terminology, and regulatory considerations.
• Incorporate real-world call center scenarios and examples into training to reinforce learning and production readiness.
• Guide new hires through training from initial onboarding through transition to the production environment.
• Monitor trainee comprehension, participation, and performance throughout the training process.
• Provide coaching, feedback, and additional support to learners as needed.
• Track and report training attendance, progress, completion, and other applicable training metrics.
• Adapt facilitation techniques and training materials to accommodate different learning styles and experience levels.
• Maintain an engaging, professional, and inclusive learning environment using adult learning best practices.
• Identify gaps or opportunities within existing training materials and recommend improvements based on learner feedback and floor observations.
• Partner with cross-functional stakeholders to support changing training and business priorities.

Required Qualifications

• Minimum of 2+ years of call center experience with in-depth insurance industry experience required.
• Proven experience actively facilitating new-hire training in both in-person and virtual/hybrid environments.
• Experience onboarding and training employees from their first day through production readiness.
• Strong presentation, public speaking, facilitation, and classroom management skills.
• Excellent communication, interpersonal, and coaching abilities.
• Comfortable working with LMS platforms, Microsoft Teams, Zoom, call center systems, and/or CRM platforms.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Self-directed and comfortable working with minimal ramp-up or supervision.
• Ability to adapt training and facilitation approaches based on learner needs and changing business priorities.
• Flexibility to work onsite based on scheduled training cohorts and business needs.

Preferred Qualifications

• Previous training experience within a healthcare, pharmaceutical, patient access, or highly regulated call center environment.
• Knowledge of adult learning principles and instructional design fundamentals.
• Experience tracking or working with call center/training performance metrics such as quality scores, Average Handle Time (AHT), and First Call Resolution (FCR).
• Experience coaching employees and assessing readiness to transition from training into production.

Ideal Candidate Profile:
The manager is looking for a Facilitator/Trainer with a strong patient-facing call center background who can support Patient Access new-hire onboarding and training. Patient/call center experience is more important than extensive formal L&D or LMS experience.

Key Takeaways:

• Facilitate Patient Access onboarding and new-hire training, primarily covering the first 60 days of the new-hire journey.
• Will take the lead on delivering training content that has already been developed; this is not primarily a curriculum/content-development role.
• Learn and deliver training using established facilitator guides, training materials, and processes.
• Training relates directly to a call center environment where employees handle inbound and outbound calls with patients/customers.
• Looking for approximately 3+ years of call center experience, ideally within healthcare, Patient Access, Patient Services, Patient Support, or a similar patient-facing environment.
• Must have some training experience — this could include formal facilitation, new-hire onboarding, coaching, mentoring, or training other call center representatives.
• Direct patient experience is more important than LMS experience or an extensive formal training background.
• Candidate does not need to be an immediate SME. The manager is comfortable with someone who can learn quickly, absorb the material, and confidently facilitate it.
• Should understand customer service requirements and best practices, including call handling, critical thinking/problem-solving, and navigating multiple systems while assisting patients.
• Experience with Salesforce or similar CRM/call center tools is helpful.
• Strong communication and presentation/facilitation skills are important.
• Potential for extension and/or a future full-time opportunity depending on performance, business needs, and available budget.

People are our business worldwide
 
Orion Group was founded in 1987 and is now one of the largest, independent, international recruitment companies. We have a network of 200 employees working from 24 offices, delivering a range of services – Talent Acquisition, Recruitment Outsourcing Services, Retained Search, Global Workforce Solutions, Completions & Commissioning and Materials Management – across 68 countries. As a global leader in workforce solutions, we recruit personnel across the Engineering & Technical, Office & Commercial, Scientific and Skilled Trades disciplines, for sectors including Oil & Gas, Life Science, Power & Utilities, Constructions & Infrastructure, Manufacturing and Renewables.