Training Manager, Call Center

About IKS Health

Founded in 2006 IKS Health enables providers to provide better safe and more efficient care at scale. With over 13000 employees including over 1900 physicians and technologists IKS Health provides solutions for over 150000 providers across some of the largest and most prestigious healthcare provider groups in the country. Through our Provider Enablement Platform IKS Health provides a strategic blend of technology and expertise with the aim of restoring joy and viability to the practice of medicine by giving providers the tools and resources they need to focus on what matters most the patient. We offer clinical financial and administrative healthcare solutions for improved operational efficiency better patient outcomes optimized productivity and revenue.

Position Summary
IKS Health is seeking an experienced Training Manager to lead the design delivery and continuous improvement of training programs for customer service representatives supporting inbound patient billing and invoice inquiries. This role is responsible for ensuring employees are equipped to provide exceptional service resolve billing concerns accurately and deliver a positive patient experience.

Key Responsibilities

• Develop and manage onboarding refresher and upskilling programs for call center representatives.
• Create training materials job aids SOPs and learning content.
• Partner with Operations Human Resources and Leadership teams to identify skill gaps and implement targeted training solutions.
• Monitor training effectiveness through assessments quality scores and performance metrics.
• Lead and develop trainers while fostering a culture of continuous learning.
• Ensure compliance with HIPAA organizational policies and client requirements.
• Identify opportunities to improve learning throughout agent lifecycle
• Collaborate closely with internal and external customers
• Ability to work independently and meet deadlines.

Required Qualifications

• Bachelors Degree or equivalent years of work experience required
• 5-7 years experience in a project management mentor or lead role
• 5-7 years experience in training (virtual experience preferred)
• Experience developing learning activities and content
• Experience working directly with internal and external partners
• Thorough knowledge of Microsoft Office suite Salesforce and reporting best practices
• Expert multi-tasker and able to handle impromptu changes in direction

Required Experience:

Manager