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Job Description
Jacksonville, FL
Job Id:
1054
# of Openings:
1
POSITION TITLE: TRAINING SUPPORT SPECIALIST
Borland Groover is one of Florida's leading gastroenterology providers. Founded in 1947, our mission is to provide exceptional care and improve the lives of our patients. We value ourselves in delivering quality care (quality), doing the right thing (accountability), caring for our patients (compassion), and taking care of our employees (collaboration). If you love the vision of Borland Groover and find your values aligning with ours, apply to join our team!
POSITION SUMMARY
The Patient Support Specialist is the first point of contact for Patient Support Representatives that need assistance when scheduling appointments and answering requests from existing patients. They improve our quality results by becoming Subject Matter Experts (SMEs) on existing process, procedures, and technology in PSS and recommend improvements. The must provide excellent customer service by using empathy, active listening, and communication skills to accommodate our patient’s needs. They will provide support to all new hires through the training process and will monitor the floor for questions. They are required to assist on the phones and other duties as assigned by leadership when required.
ESSENTIAL JOB FUNCTIONS
- Facilitate and deliver new hire onboarding and training programs, ensuring employees gain proficiency in scheduling, registration, insurance verification, call handling, and patient support workflows.
- Support and manage the nesting program by monitoring performance, providing real-time coaching, and assisting new hires as they transition from training to production.
- Conduct one-on-one and group coaching sessions to reinforce learning, improve performance, and address identified skill gaps.
- Partner with the Quality & Training Manager and Operations Manager to identify training opportunities through quality assurance evaluations, performance trends, and operational feedback.
- Develop, update, and maintain training materials, job aids, SOPs, reference guides, and learning resources to support employee development.
- Perform quality monitoring activities, including call reviews, calibration participation, and analysis of quality trends to improve employee performance and customer experience.
- Deliver refresher training and ongoing education initiatives to ensure staff remain knowledgeable of workflow changes, system updates, and organizational policies.
- Track, document, and report on training progress, nesting outcomes, coaching activities, quality performance, and employee readiness for production.
- Serve as a subject matter expert on departmental systems, workflows, policies, and procedures while providing ongoing support to employees and leadership.
- Collaborate with Operations, Quality, Team Leads, Clinical Departments, Human Resources, and Information Technology to support workforce development, process improvements, and organizational training initiatives.
- Performs other related duties as assigned.
GENERAL QUALIFICATIONS
- Proficient in Canva for creating engaging training presentations, job aids, visual learning materials, and communication resources.
- Skilled in utilizing Microsoft Copilot, Claude AI, and other AI-powered tools to develop training content, streamline workflows, enhance productivity, and support operational initiatives.
- Advanced proficiency in the Microsoft Office Suite, including PowerPoint, Excel, Word, Outlook, and Teams for training delivery, reporting, data analysis, and collaboration.
- Ability to design, develop, and maintain effective training curricula, SOPs, reference guides, and performance support materials.
- Strong analytical skills with the ability to interpret training, nesting, and quality performance data and provide actionable recommendations.
- Excellent facilitation, presentation, coaching, and communication skills, with the ability to engage learners in classroom, virtual, and one-on-one settings.
- Demonstrated ability to adapt to new technologies, manage multiple priorities, and drive continuous improvement through innovative training and development solutions.
EDUCATION AND EXPERIENCE
- 2 year of customer service experience is required.
- 1 year of call center experience is required.
- 1 year of experience working with patients in either a hospital or office setting
- Fluency in Spanish/Vietnamese is preferred, but not required.
PHYSICAL REQUIREMENTS
Physical Demands
- Sitting: Prolonged periods of sitting at a desk and working on a computer: marginal
- Heavy lifting: marginal (Moderate lifting (15-20 lbs.): essential
- Walking: Must be able to access and navigate each department at the organization's facilities: essential
- Pushing/Pulling: marginal
- Standing: essential
- Repetitive motion: marginal
- Reaching: marginal
- Bending: marginal
Emotional Demands
- Fast pace: essential
- Multiple Stimuli: essential
- Intense customer interaction: essential
- Frequent change: essential
Mental/Sensory Demands
- Memory: essential
- Reasoning: essential
- Hearing: essential
- Reading: essential
- Analyzing: essential
- Logic: essential
- Verbal communication: essential
- Written communication: essential
BENEFITS (FULL-TIME ONLY)
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401K Retirement Plan
- Life Insurance
- Short- and Long-term disability
- Profit Sharing
- Supplemental Insurance
- Education and Tuition Reimbursement funding
- Initial Uniform Allowance
- Employee Assistance Program (EAP)
- Paid Time Off (PTO)
- Volunteer Time Off (VTO)
- Paid Holidays
IMPORTANT NOTE
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhausted list of duties, responsibilities, and skills. Borland Groover is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We thank all applicants for their interest, however only those selected for an interview will be contacted.
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