Call Center Training Specialist

Our healthcare system is the leading cause of personal bankruptcy in the U.S. Every year, over 50 million Americans suffer adverse financial consequences as a result of seeking care, from lower credit scores to garnished wages. The challenge is only getting worse, as high deductible health plans are the fastest growing plan design in the U.S.

Cedar’s mission is to leverage data science, smart product design and personalization to make healthcare more affordable and accessible. Today, healthcare providers still engage with its consumers in a “one-size-fits-all” approach; and Cedar is excited to leverage consumer best practices to deliver a superior experience.

The Role

We are redefining service excellence in the call center space by fostering professional growth and delivering exceptional support solutions. As a Servicing/Call Center Training Specialist, you will play a pivotal role in onboarding, training, and developing a high-performing team of service representatives to ensure they are equipped with the tools and knowledge needed to excel in their roles. This position emphasizes collaboration, continuous improvement, and innovation in training methodologies to meet the evolving needs of both the team and the customers they support.

Our ideal candidate is a passionate educator and problem solver, who thrives in a dynamic environment and is committed to improving both team performance and customer satisfaction.

Responsibilities

• Design, deliver, and continuously improve training programs for call center representatives, including onboarding, soft skills, technical processes, and industry compliance.
• Collaborate with leadership and cross-functional teams to identify training needs and align with operational goals.
• Conduct needs assessments and develop tailored training materials, resources, and documentation.
• Monitor and evaluate the effectiveness of training programs through feedback, performance metrics, and quality assurance data.
• Provide hands-on coaching and mentoring for representatives to ensure skill proficiency and confidence in handling customer interactions.
• Facilitate ongoing education sessions to address updates in policies, procedures, tools, and industry standards.
• Support call center leadership by contributing to strategy discussions aimed at improving team performance and operational efficiency.
• Act as a subject matter expert (SME) to address escalated inquiries and provide insights for continuous process improvements.

Required Skills & Experience

• 3+ years of experience in a training, coaching, or supervisory role within a call center or servicing environment.
• Demonstrated expertise in creating and delivering training programs tailored to diverse audiences.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
• Strong interpersonal skills, including empathy and the ability to foster a positive learning environment.
• Proficiency in using call center tools and documentation systems like Confluence.
• Strong problem-solving skills and a passion for improving team performance and customer outcomes.
• Experience in the healthcare or financial services industry is a plus.

What do we offer to the ideal candidate?

• A chance to improve the U.S. healthcare system at a high-growth company! Our leading healthcare financial platform is scaling rapidly, helping millions of patients per year
• Unless stated otherwise, most roles have flexibility to work from home or in the office, depending on what works best for you
• For exempt employees: Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take at least 20 days of vacation per year to ensure dedicated time to spend with loved ones, explore, rest and recharge
• 16 weeks paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work
• Diversity initiatives that encourage Cedarians to bring their whole selves to work, including three employee resource groups: be@cedar (for BIPOC-identifying Cedarians and their allies), Pridecones (for LGBTQIA+ Cedarians and their allies) and Cedar Women+ (for female-identifying Cedarians)
• Competitive pay, equity (for qualifying roles) and health benefits that start on the first of the month following your start date (or on your start date if your start date coincides with the first of the month)
• Cedar matches 100% of your 401(k) contributions, up to 3% of your annual compensation
• Access to hands-on mentorship, employee and management coaching, and a team discretionary budget for learning and development resources to help you grow both professionally and personally

About us

Cedar was co-founded by Florian Otto and Arel Lidow in 2016 after a negative medical billing experience inspired them to help improve our healthcare system. With a commitment to solving billing and patient experience issues, Cedar has become a leading healthcare technology company fueled by remarkable growth. “Over the past several years, we’ve raised more than $350 million in funding & have the active support of Thrive and Andreessen Horowitz (a16z).

As of November 2024, Cedar is engaging with 30 million patients annually and is on target to process $3.5 billion in patient payments annually. Cedar partners with more than 55 leading healthcare providers and payers including Highmark Inc., Allegheny Health Network, Novant Health, Allina Health and Providence.

Read Full Description