• Training Specialist

    Posted Date 2 weeks ago(8/7/2019 8:11 AM)
    Job ID
    # of Openings
    Human Capital
    Full Time Regular
  • Overview

    TechWriterSocial Media_IT 2 for iCIMS

    Matrix Medical Network is the leading provider of in-home, facility and community based care management services and solutions to health plans. Founded in 2000 and headquartered in Scottsdale, Arizona, with a regional office in Largo, Florida. Matrix has a national clinical organization which provides high-touch, in-home care to help health plans balance cost and revenue, grow membership and improve the quality of care. After nearly doubling in size in recent years, Matrix continues to be well positioned for continued expansion. 

    At Matrix, you will have endless opportunities to positively impact the communities in which we work and to affect the lives of health plan members who we serve.

    Everything Matrix does starts with a successful phone call that encourages health plan members to accept our invitation to visit them and support their health needs. The contributions of our Member Relations and Clinical Support Services teams are at the heart of our organization’s success.

    You will be embraced in this culture that values integrity, innovation and passion, and you will be given the tools you need to succeed.

    You will be part of a team that shares an unyielding commitment to improve the quality and accessibility of healthcare. And together, we have the power to make a difference - it’s the nature of what we do.

    Reporting to the Manager of Learning & Development this position plays a critical role in assisting with the implementation of all training programs within the Contact Center ensuring adherence to all training objectives. The Training Specialist will provide continuous consultative and proactive recommendations of best practices and new processes based on evolving business needs.

    Primary interactions are with all Contact Center team members including Director, Operations Leader, Member Relations (MRs) and Quality Team Partners. Significant interaction as well with other departments including Command Center and Clinical Support (CSs).


    • Responsible for creating an excellent learning environment experience for both existing and new employees through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.
    • Responsible for coaching and mentoring all Contact Center employees in achieving their full potential while following L&D objectives. Including management and non-management.
    • Participates in Contact Center initiatives with the intent of sustaining current processes/tasks and identifying new behaviors/tools/processes that will be incorporated into future L&D training initiatives.
    • Tracks and analyzes pilot and training programs to recommend changes based on best practices and practical application.
    • Identifies with intent to incorporate new behaviors/tools/processes for improving L&D training initiatives.
    • Conducts live side by side or recorded call monitors in order to identify gaps and adherence to training objectives.
    • Conducts Train-The-Trainer session for all L&D training initiatives within the Contact Center.
    • Builds and maintains relationships within Matrix in order to stay knowledgeable of any initiatives, projects and activities that could affect knowledge content.
    • Maintains participant training records.
    • Other duties as assigned.



    • Must have at least 2 years of training experience, preferable in a Contact Center environment.
    • Must have a proven track record of providing excellent Member experience, while balancing the need for attention to details.
    • Must have excellent verbal and written communication skills, with good command of the English language, in addition to strong interpersonal skills.
    • Must be comfortable speaking to all levels of the organization including small or large audiences.
    • Must have solid understanding of training processes and practices for adults learning.
    • Strong facilitation, problem-solving, research and decision-making skills.
    • Must have excellent organizational and time management skills.
    • Proficient in MS Office applications, including, Outlook, Word, Power Point and Excel, SharePoint
    • Must be flexible to work within Contact Center hours

    Core Competencies

    • High level of attention to detail, accuracy and thoroughness
    • Demonstrated organizational and time management skills
    • Solid interpersonal and customer service skills for effective communication with all employee levels
    • Demonstrated problem-solving skills
    • Demonstrated ability to work independently and to maintain confidential information


    Educational Requirements:

    • Associates’ degree preferred and/or equivalent work experience.


    Matrix Medical Network is a proud equal opportunity employer.




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