Patient Support Trainer

Summary/Objective

The Process Coach (Trainer) - Patient Support Contact Center is responsible for delivering new-hire, program, systems, process, and refresher training for employees supporting healthcare, pharmacy billing, copay, benefit, and patient-support programs. The Trainer prepares representatives to provide accurate, compliant, empathetic, and high-touch patient service by translating approved client procedures, pharmacy and insurance concepts, system workflows, and quality expectations into practical learning experiences. This role facilitates classroom and virtual instruction as assigned, evaluates learner readiness, supports nesting and transition to production, provides targeted coaching, and partners closely with Operations, Quality, Human Resources, and program leadership to address knowledge and performance gaps. The position does not make clinical determinations.

Essential Job Functions

Training Delivery & Facilitation

• Deliver instructor-led new-hire, program, process, systems, compliance, and refresher training using approved curricula, facilitator guides, job aids, simulations, knowledge checks, and other learning materials.
• Train employees on patient-support workflows, including copay and financial-assistance programs, benefit verification, healthcare and pharmacy terminology, pharmacy claim responses, common rejection scenarios, coordination of benefits, prior authorization status support, escalation pathways, and appropriate scope boundaries.
• Facilitate systems and workflow training across CRM/case management applications, telephony tools, payer or pharmacy benefit systems, knowledge resources, documentation standards, and other assigned applications.
• Reinforce patient identity verification, HIPAA/privacy, information security, approved scripts and disclosures, documentation requirements, empathy, emotional sensitivity, white-glove service, and other client or Omega compliance expectations.
• Adapt facilitation methods to varying learner needs while maintaining required curriculum, learning objectives, timing, quality standards, and client/program requirements.

Assessment, Coaching & Production Readiness

• Administer and document knowledge checks, skills assessments, role plays, simulations, system exercises, and other readiness evaluations to determine learner understanding and production preparedness.
• Provide timely, specific, and constructive coaching to learners on knowledge, communication, documentation, system navigation, call control, professionalism, empathy, and process adherence.
• Identify learners who require additional support, remediation, or extended practice and partner with Training and Operations leadership on appropriate action plans and readiness decisions.
• Support nesting and transition to production through side-by-side guidance, floor support, targeted coaching, question resolution, and reinforcement of approved workflows and quality expectations.
• Track learner attendance, assessment results, completion status, readiness, remediation activity, and other training metrics accurately and provide timely updates to Training and Operations leadership.

Curriculum, Quality Alignment & Continuous Improvement

• Partner with Quality, Operations, subject matter experts, and client/program stakeholders to maintain alignment among training content, standard operating procedures, quality scorecards, workflows, scripts, and current business requirements.
• Participate in quality calibration, process reviews, train-the-trainer sessions, client knowledge-transfer sessions, and other forums necessary to maintain accurate and consistent program knowledge.
• Identify recurring learner questions, knowledge gaps, process confusion, quality trends, and workflow issues and recommend updates to training materials, job aids, knowledge content, or refresher training.
• Maintain approved training materials, facilitator notes, learner resources, training records, version control, and other required documentation in accordance with Omega and client standards.
• Support training waves, cross-training, new program launches, process changes, technology implementations, remedial training, and other learning initiatives as assigned.

Key Success Indicators/Attributes

• Delivers training accurately, consistently, and on schedule while meeting established learner-completion, assessment, readiness, and documentation expectations.
• Demonstrates strong facilitation, presentation, communication, coaching, and classroom-management skills and creates an engaging, professional, and psychologically safe learning environment.
• Maintains current and accurate knowledge of assigned healthcare, pharmacy, copay, benefit, claim-support, compliance, quality, and system workflows and recognizes when questions require escalation to an appropriate subject matter expert.
• Uses learner data, quality findings, operational feedback, and observation to identify knowledge gaps and provide targeted learning interventions that improve production readiness and performance.
• Demonstrates patience, empathy, adaptability, sound judgment, organization, and attention to detail when supporting learners with varying levels of healthcare, pharmacy, technical, and contact center experience.
• Collaborates effectively with Operations, Quality, Workforce Management, Human Resources, IT, and client/program stakeholders and follows through on training commitments, escalations, and action items.
• Adapts effectively to changes in client requirements, training schedules, staffing waves, systems, policies, workflows, and operating priorities in a fast-paced contact center environment.

Supervisory Responsibility

None required. This role provides instruction, coaching, readiness feedback, and functional guidance to learners but does not independently administer employee discipline or formal performance-management actions.

Work Environment

This role operates onsite in a professional contact center environment in Indianapolis, Indiana. The position routinely uses classroom and conference-room technology, computers, telephone/headset equipment, dual monitors, CRM/case management systems, telephony applications, payer or pharmacy benefit systems, learning platforms, presentation tools, and other client or Omega systems. The Trainer is expected to maintain a visible presence with new hires and production teams during training and nesting activities.

Physical Demands

The physical demands are representative of those required to perform the essential functions of this role.

The position involves sitting, standing, walking, speaking for extended periods, listening, typing, viewing computer screens, facilitating classroom activities, and moving throughout the training and contact center environment. Occasional lifting or movement of light training or office materials may be required.

Position Type/Expected Hours of Work

This is a full-time, non-exempt, onsite position in Indianapolis, Indiana. The contact center is expected to operate across an approximately 8:00 a.m. to 8:00 p.m. coverage window. Work hours may vary based on training-wave schedules, nesting support, shift coverage, new-hire start dates, client sessions, and business needs. Occasional evening, weekend, or holiday support may be required depending on program requirements.

Travel

Regular travel is not expected. Limited travel may be required for client training, train-the-trainer sessions, implementation activities, or other business needs.

Required Education and Experience

• High School Diploma or GED required.
• Two or more years of experience in a healthcare, pharmacy billing, patient-support, insurance, contact center, or similar customer-service environment, with demonstrated subject-matter knowledge and strong performance in regulated or process-driven workflows.
• Demonstrated ability to explain complex information clearly, coach others, facilitate learning, present to groups, and provide constructive performance feedback in a professional and supportive manner.
• Working knowledge of U.S. healthcare insurance and pharmacy-support concepts, including copays, deductibles, coinsurance, out-of-pocket maximums, benefit verification, pharmacy claim responses, coordination of benefits, prior authorization status support, and common claim-rejection scenarios.
• Strong technology skills and the ability to learn and teach multiple systems, including CRM/case management tools, telephony applications, Microsoft Office, learning platforms, web-based systems, and dual-monitor workflows.

Preferred Education and Experience

• One or more years of formal training, facilitation, coaching, quality, process-coach, lead, subject matter expert, or advanced-agent experience in a healthcare, pharmacy, patient-support, or regulated contact center environment.
• Certified Pharmacy Technician (CPhT) certification is preferred. CPhT stands for Certified Pharmacy Technician; certification through the Pharmacy Technician Certification Board (PTCB) or another nationally recognized certifying organization is preferred. Active state pharmacy technician registration or licensure is also preferred where applicable.
• Spanish-speaking/English bilingual proficiency is preferred, including the ability to facilitate or support learning and communicate clearly and professionally with Spanish-speaking employees or program stakeholders when needed.
• Post-secondary education, adult-learning coursework, training certification, healthcare-related training, or experience supporting new-program launches and high-volume hiring ramps is preferred.

Additional Eligibility Qualifications

• Ability and willingness to complete all required Omega, client, and program train-the-trainer, privacy, security, systems, quality, emotional sensitivity, compliance, and program-specific training as applicable.
• Ability to maintain confidentiality, exercise sound judgment, manage learner information appropriately, and communicate effectively with representatives, Team Leads, managers, quality staff, healthcare professionals, and client/program stakeholders.

Security Access Requirements

Access to protected health information, recorded patient interactions, employee training and performance information, client systems, CRM/case management tools, telephony applications, learning platforms, payer or pharmacy benefit systems, and other assigned applications may be required based on job duties. All access is subject to Omega and client privacy, HIPAA, information security, and acceptable-use requirements.

Equal Employment Opportunity:

Omega Healthcare is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, protected veteran status, genetic information, or any other basis protected by applicable law.

Omega Healthcare makes reasonable accommodations when needed for applicants and candidates with disabilities or religious observances. If reasonable accommodation is needed to participate in the hiring process, please contact Human Resources at [email protected].

Other Duties

This job description is not designed to cover every activity, duty, or responsibility required of the employee. Duties and responsibilities may change at any time with or without notice, and the employee may perform other duties assigned.