Training Specialist - Customer Support (HCF)

Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.

About Clipboard Health:

Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We’ve been featured on YC’s Top Companies and grown 20x+ since January 2021. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about working at Clipboard Health, take a look at our Careers page and how we work.

About the Role

The Training Specialist will be responsible for onboarding new HCF Support agents, ensuring they are well-prepared for their support roles. This position requires the ability to recognize and address the varying training needs of both groups and individuals. The specialist will design and deliver training programs that improve agents' skills and deepen their product knowledge, ensuring they are fully equipped to excel in their roles.

The role demands a deep understanding of the HCF-related processes, requiring the trainer to be a product expert. The ability to quickly grasp and communicate product and process knowledge is essential to confidently address questions and design effective training. The Training Specialist will regularly collaborate with product managers, subject matter experts, and internal stakeholders to gather input, update content, and maintain the LMS (Lessonly) with the latest process/product updates.

Familiarity with various training methods, including virtual classroom sessions, role-play, e-learning platforms, and tools such as MS Office (Word & Excel), is crucial to success in this role.

Working hours: 6:00am - 3:00pm Pacific Time

Day-to-Day Responsibilities

• Conduct new hire training sessions for batches of 15-20 agents, managing assessments and on-the-job training, with a goal of 90% certification pass rate.
• Identify training needs and conduct training(remedial/refresher) sessions for poor performers and outliers
• Handle at least five resolved tickets weekly to stay current with processes and identify gaps in the training content.
• Design, maintain, and update new hire training content, schedules, and trackers for newly hired agents
• Observe and shadow training sessions of BPO to ensure the training sessions are delivered as per the required standards
• Grade assessments on LMS to evaluate agent performance and progress.
• Identify training needs and design plans to deliver on those requirements, utilizing various training tools and techniques, including LMS, classroom lectures, videos, presentations, and role-play sessions.
• Schedule and conduct refresher training sessions to reinforce knowledge and skills among existing team members.
• Prepare Monthly PKT for the agents to test their knowledge and skills, followed by refresher for agents who failed to perform well in the PKT 
• Prepare training dashboards and training effectiveness reports to stakeholders, providing insights into training outcomes and impact on agent performance.

Your First 90 Days

In your first 90 days, you can expect to:

• Complete the new-hire training program, along with 1-2 weeks of day-to-day operations to assess training effectiveness.
• Review existing training guides and plans, and identify areas of improvement.
• Develop and deliver refresher training sessions for your functional area.
• Run at least one new-hire training program from start to finish with a 90% throughput
• Design content on LMS based on the recent process changes and updates

What Sets You Apart

High Velocity: You know a customer’s problems today cannot wait for tomorrow. You look for what can be done today to help the