Patient Services Trainer

Your Role:

• Create and lead training sessions and facilitate workshops for all specialties to ensure team members are trained in all system processes and have full working knowledge of all products and services.
• Utilize quality call interactions, nesting feedback sessions, low-performance KPI metrics, and client investigation forms to design and outline new training workshops and curriculums.
• Participate in onboarding and training employees, serving as a quality assurance coach for 3–4 Patient Services Agents during nesting and QA calls.
• Serve as a point of contact to ensure internal teams' daily workflow processes are completed and supported, providing a strong floor presence.
• Explore and utilize new tools, resource applications, and AI to improve, enhance, and evaluate the onboarding process for new hires and existing team members.
• Communicate effectively with onshore and offshore teams (including those in the Philippines) and external consultants to support global training needs.
• Identify when new hires require additional support or are struggling to meet role expectations and escalate findings appropriately to leadership.
• Skills & Requirements:
• High School Diploma or equivalent, or a combination of education and experience, required.
• Minimum 2–3 years of medical claims/billing and contact center experience required.
• Minimum 1 year of dedicated training experience required.
• Minimum 1 year of people leadership or operations leadership experience required.
• Minimum 1 year of reporting and data analysis experience required.
• Ability to do 50-75% travel required
• If local to our Boca Raton office in South Florida, the ability to commute to our headquarters on a hybrid basis (required)
• Ability to train and lead workshops for groups ranging up to 30 team members onshore and up to 15 team members offshore.
• Strong communication, judgment, and decision-making skills, including the ability to communicate challenging feedback and make sound decisions independently.
• Openness to exploring and adopting new processes, AI tools, and training applications.
• Professional demeanor with strong organizational and time-management capabilities.
• ModMed Benefits Highlight: At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:
• United States
• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
• Generous Paid Time Off and Paid Parental Leave programs,
• Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
• PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address (first.lastname@modmed.com). Please check senders’ email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.