Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Reporting to the Training & Quality Assurance Manager, the Call Center Trainer is responsible for developing, delivering, and evaluating training programs specifically for call center staff.  This role focuses on ensuring employees are well-equipped to handle patient interactions, understand healthcare regulations, and utilize relevant systems and procedures. They also contribute to the overall quality and efficiency of the call center operations and patient satisfaction by maximizing first call resolution rates and average handle times.

You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

Primary Responsibilities:

• Create and facilitate training sessions for new hires and existing staff on various call center functions (patient support, billing, scheduling, and technical systems)
• Prepare comprehensive training materials, including presentations, manuals, job aids, FAQ's and online resources, that are tailored
• Measure the impact of training programs through assessments, feedback sessions, and performance monitoring to ensure desired outcomes are achieved
• Keep abreast of healthcare regulations, industry best practices, and contact center innovations to inform training content and delivery
• Collaborate with quality assurance teams to develop and implement calibration processes and coaching tools
• Foster a culture of continuous learning, accountability, and empathy within the call center
• Utilize diverse training delivery methods, including virtual, in-person, and hybrid approaches, to cater to different learning styles and team structures
• Offer ongoing coaching and support to agents, both during and after training, to address individual needs and promote performance improvement
• Share information about training programs, policies, and procedures with call center staff, management, and other relevant stakeholders
• Participate in cross-functional meetings and provide input on strategies to enhance call center performance and patient experience.
• Maintain collaborative relationships with subject-matter-experts and key leaders

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• 2+ years of experience in a healthcare call center environment
• Experience working in EPIC
• Experience in training program development, delivery, and evaluation, preferably in a fast-paced call center environment
• Experience with healthcare processes, systems, and terminology
• Experience with learning management systems
• Knowledge of HIPAA compliance and other relevant regulations
• Familiarity with developing coaching tools and evaluating performance
• Familiarity with the Telephone Consumer Protection Act (TCPA)
• Proven excellent organizational skills, problem-solving abilities, and the ability to work independently and as part of a team
• Proven ability to adapt training programs to new technologies and procedures
• Proven solid customer service skills, technical knowledge, and understanding of healthcare regulations
• Proven solid written and verbal communication skills are essential for conveying information clearly and building rapport with trainees
• Proven excellent presentation, facilitation, and instructional design skills are necessary to effectively deliver training materials and assess their impact

Preferred Qualification:

• Certifications: Certified Professional in Learning and Performance (CPLP), Certified Professional in Training Management (CPTM), Certified Instructional Designer/Developer (CIDD), Certified Call Center or Contact Center Manager (CCCM), Certified Customer Service Manager (CCSM), Certified Customer Service Professional (CCSP), Certified Medical Office Manager (CMOM), Certified Revenue Cycle Representative (CRCR), EpicCare Ambulatory or Resolute Certification

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $20.00 to $35.72 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.