Contact Center Trainer

Overview Join our team as a remote day shift, full-time, Central Scheduling, Contact Center Trainer. Why Join Us? Thrive in a People-First Environment and Make Healthcare Better Thrive:We empower our team with career growth opportunities, tuitionassistance, and resources that support your wellness, education, and financial well-being. People-First:We prioritize your well-being with paid time off, comprehensive health benefits, and a supportive, inclusive culture where you are valued and cared for. Make Healthcare Better:We use advanced technology to support our team and enhance patient care. Get to Know Your Team: Ardent Health is a leading provider of healthcare in growing mid-sized urban communities across the U.S. With a focus on people and investments in innovative services and technologies, Ardent is passionate about making healthcare better and easier to access. Through its subsidiaries, Ardent delivers care through a system of 30 acute care hospitals, 24,000+ team members and more than 280 sites of care with over 1,800 affiliated providers across six states. Position Summary The Contact Center Trainer is responsible for delivering comprehensive training programs that support the development and success of Ardent's Enterprise employees via multiple business verticals. This role utilizes strong communication and facilitation skills to provide onboarding, system education, workflow training, and ongoing professional development for both new and existing staff. The Trainer plays a key role in promoting a positive onboarding experience that builds confidence and competence during the first 30 days of employment, helping to reduce early turnover. Through the use of performance data, quality feedback, and operational insights, the Trainer identifies development opportunities and delivers targeted learning solutions that improve service quality and contact center performance metrics. This position partners closely with operational leadership, clinic stakeholders, and cross-functional teams to ensure training programs align with organizational standards, system enhancements, and evolving workflows while reinforcing service excellence and behavioral expectations.Responsibilities Deliver onboarding and role-based training programs for new employees while supporting the development and implementation of standardized workflows and processes. Provide refresher education and Epic system upgrade training to ensure staff remain proficient and confident with system functionality and workflow updates. Facilitate engaging training sessions using multiple instructional methods, including instructor-led classroom training, virtual sessions via Microsoft Teams, and interactive learning activities. Analyze quality assurance feedback, performance metrics, and employee input to identify training needs and develop targeted learning interventions that improve call quality and operational outcomes. Support the communication and implementation of policy changes, workflow updates, and organizational initiatives through structured training and educational resources. Contribute to reducing early employee turnover by fostering a supportive onboarding environment that builds foundational skills and confidence during the first 30 days of employment. Qualifications Job Requirements: Associate degree. 2+ years of healthcare work experience, hospital experience to include clinical software. Strong working knowledge of Microsoft Office applications, including Microsoft Teams, Word, Excel, and PowerPoint. Experience designing or developing training curriculum, instructional materials, or learning programs. Preferred Job Requirements: Bachelor's degree. Epic training certification.