Training Specialist, PX & Patient Coordinators

About the role

This position focuses on developing and delivering training for our Patient Experience and Patient Coordinator teams. You will create engaging learning materials and facilitate sessions to ensure our teams are well-equipped to support patients and drive business objectives. The role involves both initial onboarding and ongoing skill enhancement.

Key facts

What you'll do

• Lead live training sessions for new hires and existing staff in Patient Experience and Patient Coordinator roles, covering essential systems, procedures, and customer interaction standards.
• Conduct targeted coaching and retraining for individuals or groups based on performance reviews, quality assurance feedback, or supervisory recommendations.
• Design and build digital learning content, including interactive modules and reference guides, for our Learning Management System (LMS).
• Monitor training progress and gather data on completion rates, assessment results, and skill development to report on program effectiveness.
• Collaborate with Quality Assurance, Operations, and Document Control teams to ensure training materials are current and reflect updated processes and product information.

Requirements

• A minimum of 2 years of experience in training, learning and development, or instructional design, ideally within healthcare, customer service, or sales support environments.
• Proven experience training teams directly involved in revenue generation, such as inside sales or patient coordinators, where performance impacts business outcomes.
• Demonstrated ability to provide effective one-on-one and group coaching that leads to measurable improvements in performance and behavior.
• Experience facilitating live training sessions for adult learners, both in virtual and in-person settings.
• Hands-on experience creating and managing content within a Learning Management System (LMS), such as Workday or similar platforms.
• Experience collecting, analyzing, and reporting on training metrics and progress to management.
• Proficiency in quickly learning and using new software and technology tools.
• Practical experience using AI tools, including those within authoring software or LMS platforms, to assist in content creation and workflow efficiency.
• Strong written and verbal communication abilities.
• Capacity to manage multiple training projects and meet various deadlines simultaneously.

Nice to have

• Professional certifications in talent development, such as ATD CPTD or APTD, or equivalent.
• Project management certifications like PMP, CAPM, Certified Scrum Master, or Six Sigma.
• Prior experience training customer-facing or sales-support roles in the healthcare or patient services sector.
• Familiarity with quality assurance processes for performance improvement.
• Experience with eLearning development tools like Articulate Rise or Storyline.
• Knowledge of healthcare terminology, HIPAA regulations, or revenue cycle processes.
• Experience utilizing AI for instructional design, script writing, or knowledge base development.

Skills & tools

• AI tools (e.g., Claude, Gemini, AI features in authoring/LMS)
• Learning Management System (LMS)
• eLearning authoring tools (e.g., Articulate Rise, Storyline)

Practical notes

Natera is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.