Call Center Training Specialist

Current Employees:

If you are a current employee, please apply via the internal career site by logging into your Workday Account and clicking the "Career" icon on your homepage.

Primary Location

Rapid City, SD USA

Department

CS Patient Call Center

Scheduled Weekly Hours

40

Starting Pay Rate Range

$22.41 - $28.01

(Determined by the knowledge, skills, and experience of the applicant.)

Job Summary

The Healthcare Call Center Trainer is responsible for developing, delivering, and evaluating training programs for call center staff who handle patient inquiries, scheduling, insurance verification, and other healthcare-related services. The role ensures agents provide accurate, empathetic, and compliant service. Reports to the Call Center Manager.

Monument Health offers competitive wages and benefits on qualifying positions. Some of those benefits can include:

*Supportive work culture

*Medical, Vision and Dental Coverage

*Retirement Plans, Health Savings Account, and Flexible Spending Account

*Instant pay is available for qualifying positions

*Paid Time Off Accrual Bank

*Opportunities for growth and advancement

*Tuition assistance/reimbursement

*Excellent pay differentials on qualifying positions

*Flexible scheduling

Job Description

Essential Functions:

• Design and deliver new hire training and ongoing development programs for call center staff.
• Create and update training materials, manuals, and e-learning modules tailored to healthcare compliance and patient communication.
• Conduct quality audits of calls and provide coaching to improve performance.
• Ensure staff understand and comply with HIPAA regulations, insurance processes, and healthcare policies.
• Track performance metrics and adjust training programs to address gaps.
• Collaborate with supervisors and managers to align training with organizational goals.
• Support staff motivation and professional growth through mentoring and feedback.
• All other duties as assigned.

Additional Requirements

Required:

Education - High School Diploma/GED Equivalent in General Studies

Experience - 1+ years of Education Training Experience

Preferred:

Experience - 1+ years of Healthcare Experience; 1+ years of Revenue Cycle Experience

Physical Requirements:
Sedentary work - Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Job Category

Revenue Cycle

Job Family

Registration and Scheduling

Shift

Employee Type

Regular

15 Corporate Services Division

Make a difference.  Every day.

Monument Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.