Member Services Trainer

Overview

Who We Are

Because health is personal. That's why Personify Health created the first and only personalized health platform—bringing health plan administration, holistic wellbeing solutions, and comprehensive care navigation together in one place. We serve employers, health plans, and health systems with data-driven solutions that reduce costs while actually improving health outcomes. Together, our team is on a mission to empower people to lead healthier lives.

Learn even more about the work that drives us at personifyhealth.com.

Responsibilities

Ready to Build Training That Turns New Hires into Confident TPA Member Service Professionals?

Why This Role Matters

Training isn't just onboarding—it's the foundation that determines whether agents handle member calls with confidence or struggle through every interaction. As our Trainer for Member Services Operations, you'll support, maintain, and deliver new hire, product, process, and TPA-specific training that prepares agents to transition successfully to live production calls. You'll partner cross-functionally with Member Services leadership and subject matter experts to translate complex business processes, product updates, and regulatory requirements into clear, engaging training that front-line agents can actually use. Your ability to refine onboarding programs, identify training gaps, and measure effectiveness through KPIs directly determines whether our call center operations achieve quality standards and member satisfaction targets.

What You'll Actually Do

Facilitate new hire onboarding: Lead and continuously refine new-hire onboarding and training programs to prepare agents for successful transition to handling live production calls.

Develop training materials: Create, update, and maintain training materials that support new-hire onboarding and ongoing agent development aligned with business objectives and strategies.

Partner cross-functionally: Collaborate with Member Services leadership, subject matter experts, and internal stakeholders to translate business processes, product updates, and priorities into clear, engaging training for front-line call center agents.

Deliver engaging training: Present complex content using learner-centered, multi-modal training methods aligned with established delivery standards.

Maintain LMS content: Support maintenance of Learning Management System content including structured learning paths and up-to-date knowledge base documentation.

Measure training effectiveness: Track training effectiveness using key performance indicators (KPIs) to ensure skills and knowledge are successfully adopted and identify areas for improvement.

Identify training gaps: Work in partnership with Member Services leadership and auxiliary teams to identify training gaps and implement targeted solutions that support operational effectiveness across TPA call center operations.

Qualifications

What You Bring to Our Team

Education & Experience:

• Bachelor's degree or 2+ years prior work experience in fast-paced operations/call center environment highly recommended
• Basic understanding of learning design, adult learning methodology, and meeting facilitation practices
• Multi-channel support experience preferred

Technical Skills:

• Strong public speaking and communication skills
• Proficient in Microsoft Office and virtual meeting platforms
• Comfortable with dynamic technology and learning new tools
• Strong analytical, organizational, and problem-solving skills
• Ability to manage multiple priorities and collaborate cross-functionally effectively
• Excellent time management and interpersonal skills

Benefits

The Highlights:

• Competitive base salary and benefits effective day one
• Comprehensive medical and dental through our own health solutions (yes, we use what we build)
• Unlimited PTO—rest and recharge time is non-negotiable
• Mental health support, retirement planning, and financial protection
• Professional development with clear career progression and learning budgets
• Mission-driven culture where diverse perspectives drive real impact on people's health

Want the full picture? Visit personifyhealthbenefits.com to explore our complete benefits package, wellness programs, and other employee perks.

Compensation: This position offers a base salary range of $50,000 - $55,000, depending on location, skills, and experience. You're eligible for our full benefits package starting day one.

Our Commitment: Personify Health is an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive—because diversity is core to who we are and critical to our work in health and wellbeing.

Stay Safe: Personify Health will never ask for payment or sensitive personal information like social security numbers during hiring. All official communication comes from verified company email addresses and or our secure applicant tracking system. Suspicious requests? Report them to talent@personifyhealth.com. View all legitimate openings at personifyhealth.com/careers.