Training Specialist

Description

Join our innovative Medical Health Support Contract team, where you'll play a vital role in delivering cutting‑edge remote healthcare services to Military Health System beneficiaries. As part of this dynamic program, you'll collaborate with top professionals to enhance patient care through advanced telehealth technologies and streamlined processes. We're looking for passionate individuals who are ready to make a real impact, ensuring patients receive the best care no matter where they are.

With a focus on excellence, security, and innovation, this is your chance to be at the forefront of healthcare's digital transformation. If you're driven by quality and a commitment to patient safety, this opportunity is your next career move.

The Training Specialist provides program specific training and input to CBT training materials, on topics such as SOPs; customer services; available services; onboarding; quality follow up; working in Contact Center; working with individuals through calls, chat, video, etc.; working with referrals and disposition; person‑centered approaches;
Military Programs and benefits; cultural training and guidance on each service component; evidence‑based care; and required program documents. Training is conducted on the job and through virtual training sessions. Tracks all program personnel certifications to ensure they are annually trained and have comprehensive and current knowledge of their respective disciplines. Document, retain and track required staff trainings, certifications, and ensures that training frequency requirements are met.

• Develop, update, and deliver training content for call center, customer service and triage operations.
• Provide training both on the job and through structured virtual training sessions (e.g., webinars, virtual classrooms, one‑on‑one coaching).
• Collaborate with subject matter experts and leadership to ensure accuracy and relevance of all training materials.

• Provide input to Computer‑Based Training (CBT) modules, ensuring alignment with program requirements and SOPs.
• Develop job aids, quick‑reference guides, and other support tools to reinforce training.
• Continuously improve training content based on feedback, performance metrics, and program updates.

• Track all program personnel's required certifications, licenses, and annual training obligations.
• Maintain accurate records of all staff training completion, certifications, and renewals.
• Monitor training frequency requirements (e.g., annual, biannual, mandatory refreshers) and ensure they are met.
• Generate and distribute training compliance reports to leadership as requested.

• Identify training needs based on quality review outcomes, performance data, and supervisor input.
• Provide targeted refresher or remedial training to staff to address knowledge or skill gaps.
• Support a culture of continuous learning and quality improvement within the program.

• Coordinate training schedules to minimize service disruption and ensure adequate coverage.
• Communicate upcoming trainings, deadlines for required modules, and certification renewal dates to staff and supervisors.
• Serve as a point of contact for training‑related questions and guidance.

• Bachelor's degree in Education or Training & Development and 3+ years relevant experience in training, coaching, or staff development in a Contact Center, behavioral health, social services, or similar environment.
• Mastery of person‑centered practices and evidence‑based care preferred.
• Familiarity with military culture, programs, and benefits is highly desirable.
• Strong understanding of mandated reporting, restricted reporting, and duty‑to‑warn protocols.
• Excellent communication, facilitation, and presentation skills (virtual and in‑person).
• Strong organizational and documentation skills, with the ability to manage multiple training and tracking processes simultaneously.
• Proficiency with learning platforms, CBT tools, and tracking systems (e.g., LMS, spreadsheets, or databases).
• Profi…