Trainer

JOB DESCRIPTION TRAINER
Designation: Trainer -Customer Care, Phlebotomy & Front Office
Experience: 3-6 Years
Employment Type: Full-Time
Reporting To: Director
Location: As per Organizational requirement/GK Head office t New Delhi

Job Purpose
To design and deliver effective training programs for Customer Care Executives, Phlebotomists and Front Office staff, ensuring employees develop the required knowledge, communication skills, technical understanding, customer-handling capabilities and service standards necessary to deliver an excellent patient experience.
The Trainer will be responsible for process training, refresher training, skill development, assessments and on-the-job coaching across customer-facing and patient-service functions.

Key Responsibilities

A. Training Needs Analysis

• Identify training requirements for Customer Care, Phlebotomy and Front Office teams.
• Conduct training needs assessments based on performance gaps, customer feedback, audits and business requirements.
• Coordinate with HR and department heads to identify skill and knowledge gaps.
• Prepare monthly/quarterly training plans based on organizational priorities.

B. Customer Care Training
Train Customer Care Executives on:

• Telephone etiquette and professional communication.
• Patient interaction and empathy.
• Handling inbound and outbound calls.
• Appointment booking and test-related queries.
• Explaining laboratory services and processes accurately.
• Complaint handling and conflict resolution.
• Escalation management.
• Cross-selling/up-selling of relevant services where applicable.
• Call quality standards and adherence to scripts.
• CRM/LIS usage and accurate documentation.
• Handling difficult, anxious or dissatisfied patients professionally.

C. Front Office Training
Train Front Office staff on:

• Patient greeting and registration standards.
• Professional behavior and grooming.
• Patient communication and hospitality.
• Billing and payment processes.
• Appointment management.
• Test/package information.
• Report collection and delivery procedures.
• Handling walk-in patients.
• Queue and patient-flow management.
• Complaint handling and escalation.
• Coordination with phlebotomy, laboratory and customer-care teams.
• Data accuracy and confidentiality.

D. Phlebotomy Training
In coordination with the technical/medical team, provide training on:

• Patient identification and verification.
• Patient interaction and communication.
• Pre-collection instructions.
• Sample collection workflow and patient preparation.
• Proper labeling and documentation.
• Sample handling and transportation procedures.
• Patient safety and comfort.
• Handling children, elderly patients and anxious patients.
• Home-collection etiquette and professionalism.
• Infection control and basic safety practices.
• Handling difficult situations and patient complaints.

E. Soft Skills & Behavioral Training
Develop training modules on:

• Communication skills.
• Customer service.
• Active listening.
• Empathy and emotional intelligence.
• Telephone etiquette.
• Teamwork and collaboration.
• Time management.
• Professional grooming and body language.
• Stress management.
• Conflict management.
• Problem-solving.
• Ownership and accountability.

F. Training Delivery

• Conduct classroom, virtual and on-the-job training sessions.
• Use role plays, case studies, demonstrations, simulations, quizzes and practical exercises.
• Make training interactive and relevant to real-life laboratory situations.
• Conduct refresher and corrective training based on employee performance.
• Provide individual coaching to employees requiring additional support.

G. Assessment & Certification

• Prepare pre-training and post-training assessments.
• Conduct knowledge and skill assessments.
• Maintain training scores and employee competency records.
• Identify employees requiring retraining.
• Conduct post-training evaluations to measure training effectiveness.
• Recommend certification/readiness for independent handling of responsibilities.

H. Training Documentation
Maintain:

• Annual/monthly training calendar.
• Training attendance records.
• Training materials and presentations.
• Assessment results.
• Employee competency records.
• Training feedback forms.
• Retraining records.
• Training effectiveness reports.
• Department-wise training dashboards.

I. Continuous Improvement

• Analyze customer complaints, call audits, patient feedback and operational errors to identify training opportunities.
• Work with department heads to reduce recurring employee errors.
• Update training content based on changes in SOPs, processes, technology and services.
• Develop FAQs, quick-reference guides and SOP-based learning material.
• Benchmark training practices and introduce new learning methodologies.

Educational Qualifications

• Graduate in any discipline.
• Healthcare/diagnostic laboratory training experience will be an added advantage.

Required Experience

• 3-6 years of experience in Training & Development/L&D.
• Experience in Hospitality ,Customer Excellence ,BPO /KPO /Hotels / Restaurants /Air Hostesses Academy
• Experience in diagnostic laboratories, hospitals, clinics, healthcare BPOs or service organizations will be an advantage.

Required Skills

• Excellent verbal and written communication.
• Strong presentation and facilitation skills.
• Excellent interpersonal skills.
• Ability to engage frontline employees.
• Strong coaching and mentoring ability.
• Good understanding of customer service processes.
• Ability to develop training modules and presentations.
• Strong assessment and feedback skills.
• Good knowledge of MS PowerPoint, Excel and Word.
• Ability to use digital learning tools and virtual training platforms.
• Strong analytical and problem-solving skills.

Behavioral Competencies

• Patient-centric mindset
• Empathy
• Patience
• Positive attitude
• Strong influencing skills
• Confidence
• Adaptability
• Ownership
• Creativity
• Continuous learning mindset

Performance Expectations
The Trainer will be responsible for building a highly competent, patient-centric and service-oriented frontline workforce by ensuring that Customer Care, Phlebotomy and Front Office employees are adequately trained, assessed and coached.
The role should directly contribute to improvements in patient experience, communication quality, service standards, process adherence, employee productivity and reduction in operational errors.