Training Manager, Call Center

About IKS Health

Founded in 2006, IKS Health enables providers to provide better, safe, and more efficient care at scale. With over 13,000 employees, including over 1,900 physicians, and technologists, IKS Health provides solutions for over 150,000 providers across some of the largest and most prestigious healthcare provider groups in the country. Through our Provider Enablement Platform, IKS Health provides a strategic blend of technology and expertise with the aim of restoring joy and viability to the practice of medicine by giving providers the tools and resources they need to focus on what matters most - the patient. We offer clinical, financial and administrative healthcare solutions for improved operational efficiency, better patient outcomes, optimized productivity, and revenue.

Position Summary

IKS Health is seeking an experienced Training Manager to lead the design, delivery, and continuous improvement of training programs for customer service representatives supporting inbound patient billing and invoice inquiries. This role is responsible for ensuring employees are equipped to provide exceptional service, resolve billing concerns accurately, and deliver a positive patient experience.

Key Responsibilities

• Develop and manage onboarding, refresher, and upskilling programs for call center representatives.
• Create training materials, job aids, SOPs, and learning content.
• Partner with Operations, Human Resources, and Leadership teams to identify skill gaps and implement targeted training solutions.
• Monitor training effectiveness through assessments, quality scores, and performance metrics.
• Lead and develop trainers while fostering a culture of continuous learning.
• Ensure compliance with HIPAA, organizational policies, and client requirements.
• Identify opportunities to improve learning throughout agent lifecycle
• Collaborate closely with internal and external customers
• Ability to work independently and meet deadlines.

Required Qualifications

• Bachelor's Degree or equivalent years of work experience required
• 5-7 years' experience in a project management, mentor or lead role
• 5-7 years' experience in training (virtual experience preferred)
• Experience developing learning activities and content
• Experience working directly with internal and external partners
• Thorough knowledge of Microsoft Office suite, Salesforce, and reporting best practices
• Expert multi-tasker and able to handle impromptu changes in direction

Compensation and Benefits: The pay range for this position is $70K - $78K. Pay is based on several factors, including but not limited to current market conditions, location, education, work experience, certifications, etc. IKS Health offers a competitive benefits package including healthcare, 401k, and paid time off (all benefits are subject to eligibility requirements for full-time employees). IKS Health is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.