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.
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
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
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
The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.
Remote USA
$70,000—$75,000 USD
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.
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
Originally posted by Natera, Inc.. View original posting
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