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Training Specialist - Customer Support (HCF) Clipboard Health . . . . . . . . . Apply Now . . Training Specialist - Customer Support (HCF). . at Clipboard Health . . (View all jobs). . Remote . . . 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 Support Team . today. while moving forward along a long-term strategy.. Extreme Ownership: As necessary as it is to train people efficiently, it is equally essential for a trainer to identify excellent vs. poor talent and flag an individual whose skills are not up to the high standard of quality so that we can deliver the best customer experience to our users.. Metrics Mindset: You believe success is a measured outcome, you will drive better customer experience by helping the team achieve excellent CSAT, QA, and other key metrics along with other stakeholders.. Good Communication Skills: Communication is not just about language or vocabulary; it is also about engaging the learners in the discussion and developing a two-way communication path. This enables a trainer to convey information easily and accurately and properly respond to questions or comments from learners. Communication is also necessary to develop an atmosphere of sharing without barriers so that the learners do not hesitate to share problems and communicate feedback.. High Judgment: You must possess the ability to assess trainees' performance accurately. This requires excellent judgment in evaluating whether trainees are grasping the material, identifying gaps in understanding, and providing tailored feedback that leads to improvement. Analyzing behavior, skills, and knowledge retention allows the trainer to guide learning and raise flag when someone is not meeting standards.. . . . . . . . . . Apply for this Job. . . *. Required . . . . . . . . . First Name . *. . . Last Name . *. . . Email . *. . . Phone. . . . . . . . . . . Resume/CV . *. . . . . Drop files here . . . . . . . Attach. . Dropbox. . Google Drive. . or enter manually. . . . (File types: pdf, doc, docx, txt, rtf) . . . . . . . . . . . . . . . Cover Letter . . . . Drop files here . . . . . . . Attach. . Dropbox. . Google Drive. . or enter manually. . . . (File types: pdf, doc, docx, txt, rtf) . . . . . . . . . . . . . . . . . From what country do you intend to perform services to Clipboard Health?. *. . . . . . Are you legally authorized to work from this location?. *. . . . --. Yes. No. . . Do you now or in the future require visa sponsorship to continue working from this location?. *. . . . Please select. No. Yes, I require visa sponsorship now. Yes, I will require visa sponsorship in the future. . . What is your level of English proficiency?. *. . . . Please select. Native. Fluent. Conversational. Beginner. . . Have you ever worked for Clipboard Health?. *. . . . --. Yes. No. . . Please confirm you have read the following System Requirements for this role:. *. . . System Requirements details. . . Please select. Yes I have, and my setup matches or exceeds requirements. Yes I have, but my setup does not yet match requirements. . . How many years of training experience do you have in the contact center/call center industry?. *. . . . Please select. None. 1-2. 3-5. 5-10. 10+. . . Have you conducted New hire training? If so, was it delivered in person, virtually, or through an LMS?. *. . . . . . Are you currently involved in creating training content? If yes, which tools and platforms do you use for content creation?. *. . . . . . A recent batch of new hires has not performed well during training and has struggled significantly, despite using the same training materials that have been successful in the past. The likelihood of them passing the final assessment is very low.. *. . . As a trainer, how would you address this situation? . . . Please select. Re-train Them: Extend the training period for this batch and provide additional support and resources, as we have already invested money in them.. Do a Deep Dive in Hiring: Conduct a thorough review of the hiring process to identify potential issues with candidate selection.. Do a Deep Dive in Training Materials: Re-evaluate the training materials to ensure they are not outdated or unnecessarily complex, and make necessary adjustments to simplify the content.. Proceed with Final Assessment: Continue with the final assessment as planned, and only pass those who meet the standards, acknowledging that some may pass by luck.. . . The current batch of new hires, despite having great communication skills and being excellent agents, are struggling to pass the final assessment, even though we have been using the same training materials and assessment for over a year. *. . . As a trainer, how would you address this situation?. . . Please select. Re-Evaluate the Assessment: Review the final assessment to determine if it is too difficult or not aligned with the training provided. Consider modifying the assessment to better reflect the key skills and knowledge that were covered during the training sessions.. Update Training Materials: Examine the training materials to ensure they adequately prepare new hires for the final assessment. Enhance the content with more relevant examples, practice exercises, and mock assessments to better align with the final evaluation.. Assess Training Delivery: Consider that the issue might lie with the training delivery. Gather feedback from the new hires about the training methods and the trainers’ effectiveness. Observe training sessions to identify any areas where the delivery might be improved.. Revisit Hiring Criteria: While the new hires have great communication skills, evaluate if there might be other attributes or skills missing that are crucial for passing the final assessment. Discuss with the hiring team to ensure the selection criteria align with the training and assessment requirements.. . . You are training a batch of 10 new agents over a 3-week period. As early as day 4, you noticed that 2 of the agents were performing terribly despite receiving feedback, customized coaching, and one-on-one sessions. It is now day 15, and not only have these two agents shown no improvement, but their performance is also getting worse.. *. . . As a trainer, how would you address this situation?. . . Please select. Bring in Additional Support: Enlist the help of another experienced trainer to provide additional perspectives and techniques. This collaborative approach could offer new methods to engage the struggling agents and help them improve.. Focus Intensive Coaching on the Struggling Agents: Assign independent activities to the 8 well-performing agents to ensure their progress continues uninterrupted. Concentrate your efforts on the 2 underperforming agents, providing them with intensive, focused coaching sessions to address their specific challenges.. Recommend Termination: Given the persistent lack of improvement and deteriorating performance, recommend terminating the training for these 2 agents. Pull them out of the program to ensure resources are focused on agents who are more likely to succeed and contribute effectively.. Assign Additional Homework: Provide the 2 struggling agents with additional assignments and exercises to complete after training hours. This extra work is intended to reinforce key concepts and accelerate their progress through focused practice.. . . . . . . Enter the verification code sent to . to confirm you are not a robot, then submit your application.. . . Security Code . *. . . . . . This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the . help center. . . . . . . . . . . Powered by. . . . Read our . Privacy Policy. . . . .