Contact Center Trainer (Houston) - Remote

  • 5959 Corporate Dr, Houston, TX 77036, USA
  • Employees can work remotely
  • Full-time

Company Description

HealthHelp - A WNS Company (, is the leader in the field of healthcare utilization & care management. We have gained this position by actively working to change out-of-date practices with a collaborative, non-denial based approach. Our methodology helps payors achieve a higher return on investment, gives providers education programs that better inform physicians, and ensures quality and safety for the patients needing treatment.

HealthHelp’s innovative approach and strong IT capability in specialty benefits management means that staff will move healthcare forward when provided with evidence-based solutions and second opinions. HealthHelp's staff is comprised of healthcare professionals who make a difference every day. HealthHelp has a desire to fill their company with talented and innovative people who want a career path filled with success and personal growth.

Our specialty benefits management services are broad and include, Cardiology, Oncology, Radiology, Radiation Therapy, Sleep Care, and Musculoskeletal Care. HealthHelp has two locations in Houston, one a corporate office and the second a state-of-the art contact center. HealthHelp is also proud to have another such contact center in Albany, New York.

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 44,000+ Professionals serve across 60 delivery centers in 16 countries worldwide.

Job Description

Program Delivery:


·         Conduct training for new and existing employees

·         Facilitate learning through various delivery methods including classroom instruction, virtual training, and on-the-job coaching

·         Ensure department staff meet a minimum of 30% training completion for all small payers

·         Maintain 90% completion on course evaluation satisfaction survey with an minimum 80% overall satisfaction rating


Program Monitoring/Supervisory:


·         Monitor trainee performance and provide additional training, coaching, and recognition, as required

·         Communicate all trainee attendance / behavioral / performance issues and concerns to Senior Management, via email, including action taken with trainee

·         Initiate disciplinary actions concerning new hires (e.g., verbal warnings, records of discussion, and formal disciplinary documentation) to document performance issues while in training

·         Investigate all complaints received regarding new hires (e.g., violation of company policy, behavior, call handling) and provide coaching, to ensure compliance to client and company policies

·         Document performance conversations with individual trainee via email

·         Ensure payroll time stamps are recorded daily for all new hires and missing / incorrect punches are corrected prior to the end of the pay period

·         Complete at minimum 2-3 new hire trainee call audits and provide feedback prior to course completion, for quality assurance purposes

·         Communicate trainee performance to supervisors and make recommendations for additional training or coaching

·         Complete all required training documentation by assigned date due (e.g., daily summary report, assessment scores, class rankings, agent skills log, IEX status deviations)


Program Development:


·         Develop new training course material and routinely review, evaluate and update existing training procedures, materials and agenda

·         Evaluate and prioritize training requests, and implement based on business needs and staffing levels

·         Assess and identify error trends and recommend long term training plan for improvement

·         Monitor existing staff call recordings to improve customer service and departmental overall performance 

·         Work with Leadership, Quality and subject matter experts to identify additional training needs

·         Communicate regularly with all staff regarding procedural changes and updates




·         Participate in the HealthHelp Quality Management Program, as required

·         Adhere to all HIPAA, state and federal regulations, pertaining to the clinical programs

·         Adhere to all URAC and NCQA standards required for role

·         Perform other duties as assigned, based on business needs


Education:  Associates degree required (BS degree preferred) or equivalent work experience


  • Required:  Minimum of 2 years healthcare experience, utilization management experience preferred
  • Required:  Minimum of 2 years training experience in a call center environment
  • Required:  Minimum of 1 year experience virtual training, using e-learning platforms (e.g., WebEx, Zoom, Microsoft Teams, Go-To-Meeting)
  • Demonstrated ability to design training program and create course material using organizational documentation formatting (including needs assessment, design, develop, monitor and evaluate)
  • Extensive knowledge of medical terminology and anatomy, CPT-4 and ICD-10 coding 
  • Knowledge of HMO and PPO benefit plans and an understanding of the referral and authorization process 
  • Familiarity with traditional and modern job training methods and techniques
  • Knowledge of MS Word, Excel, and PowerPoint
  • Knowledge of SharePoint (Contributor level permission)
  •  Previous knowledge of learning management systems
  • Knowledge of Survey Monkey

Additional Information

All your information will be kept confidential according to EEO guidelines.

Candidate must live in Houston, Texas 


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