Training Specialist, PX & Patient Coordinators
Natera · Full-time · Posted 1mo ago
Position Summary
The Trainer is responsible for designing, facilitating, and continuously improving training programs for Patient Experience (PX) and Inside Sales (Patient Coordinator) teams. This role supports both new hire onboarding and ongoing remediation efforts, delivering live instructor-led training and building scalable content within the Learning Management System (LMS). The ideal candidate brings a strong blend of facilitation energy, instructional design skill, and proven experience supporting revenue-generating teams — translating complex workflows into clear, engaging learning experiences that drive performance.
Key Responsibilities
Facilitation & Live Training
- Facilitate live new hire training for PX and Patient Coordinator roles, covering systems, processes, call handling, and compliance expectations
- Lead remediation sessions for agents identified through QA monitoring, performance trends, or supervisor referral
- Adapt facilitation style to learner needs, pacing, and group dynamics while maintaining consistency in content delivery
- Partner with Quality and Operations to stay current on process changes, product updates, and compliance requirements
Coaching & Performance Support
- Provide individualized coaching to new hires and tenured agents to reinforce training concepts, address skill gaps, and support performance improvement
- Partner with QA and team leads to deliver targeted coaching following audit findings or remediation referrals
- Use a consultative, strengths-based coaching approach that builds agent confidence while driving measurable behavior change
- Document coaching interactions and track progress over time to inform remediation plans and escalation decisions
LMS Content Development
- Build and maintain eLearning modules, knowledge checks, and job aids for deployment in the LMS
- Convert existing training materials (SOPs, process guides, QA rubrics) into structured, self-paced learning experiences
- Ensure all LMS content is version-controlled and aligned with current documentation
- Leverage AI tools to accelerate content development, enhance module interactivity, and improve learning design efficiency
Training Data & Reporting
- Track and maintain training data points including new hire completion rates, assessment scores, remediation participation, and time-to-proficiency metrics
- Prepare regular status updates and training reports for the Training Manager and key stakeholders, summarizing cohort progress, open items, and trend flags
- Monitor LMS data to identify patterns in learner performance and surface insights that inform curriculum adjustments or remediation needs
- Maintain accurate training records in accordance with quality and compliance standards
Curriculum & Content Management
- Maintain training curricula for both new hire tracks and remediation pathways
- Collaborate with Document Control to ensure training content reflects current approved procedures
- Participate in SOP/process guide reviews to assess training impact of document changes
Cross-Functional Collaboration
- Work closely with QA supervisors, team leads, and operations to identify training needs and close performance gaps
- Support the Training Manager and team leads with special projects, refresher campaigns, and product launches as needed
Qualifications
Required
- 2+ years of experience in a training, learning & development, or instructional design role, preferably in a healthcare, contact center, or patient services environment
- Experience training revenue-generating teams — inside sales, patient coordinators, or similar roles where agent performance directly impacts conversion, revenue, or patient acquisition
- Demonstrated coaching experience — ability to deliver effective 1:1 and small group coaching that drives observable behavior change and performance improvement
- Demonstrated experience facilitating live trainings (both in-person and virtual) for adult learners
- Hands-on experience building content in an LMS (e.g., Workday or similar)
- Experience tracking training metrics and preparing status updates or reports for leadership
- Demonstrated tech savviness with the ability to quickly learn and navigate new platforms, tools, and systems
- Hands-on experience using AI tools (e.g., Claude, Gemini, or AI-powered features within authoring or LMS platforms) to support content creation, efficiency, or workflow automation
- Strong written and verbal communication skills
- Ability to manage multiple concurrent training initiatives and deadlines
Preferred
- Training certifications such as ATD Certified Professional in Talent Development (CPTD), Associate Professional in Talent Development (APTD), or equivalent highly sought
- Project management certifications such as PMP, CAPM, or equivalent (e.g., Certified Scrum Master, Six Sigma) highly sought
- Experience training customer-facing or sales-adjacent roles in a healthcare or patient services environment
- Familiarity with QA-driven remediation processes
- Experience with eLearning authoring tools (Articulate Rise, Storyline, or similar)
- Knowledge of healthcare terminology, HIPAA, or revenue cycle workflows
- Experience using AI tools for instructional design, script writing, or knowledge base development
Competencies
- Engaging facilitation and presence in front of a room
- Coaching effectiveness — ability to meet agents where they are, build trust quickly, and motivate meaningful skill development
- Instructional clarity — ability to simplify complex information without losing accuracy
- Data literacy — comfortable pulling, organizing, and communicating training metrics to varied audiences
- Tech fluency — quick to adopt new tools, platforms, and AI-assisted workflows with minimal ramp time
- Accountability and follow-through on content updates, reporting deadlines, and learner tracking
- Collaborative mindset with operations, quality, and document control stakeholders
- Comfort working in a fast-paced, evolving environment where processes change regularly
OUR OPPORTUNITY
Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.
The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.
WHAT WE OFFER
Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!
For more information, visit www.natera.com.
Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.
All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.
If you are based in California, we encourage you to read this important information for California residents.
Link: https://www.natera.com/notice-of-data-collection-california-residents/
Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.
For more information:
- BBB announcement on job scams
- FBI Cyber Crime resource page
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