This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Facilitator based in United States. This fully remote contract role is focused on delivering engaging virtual training for a large-scale healthcare customer service program. You will lead new-hire training sessions that prepare customer service representatives to confidently support healthcare members. The role involves facilitating established content covering customer service, compliance, Medicare concepts, and healthcare terminology. You will manage virtual classrooms of up to approximately 50 adult learners while creating a supportive and interactive learning environment. Success requires strong presentation skills, confident classroom management, and the ability to quickly learn and deliver new subject matter. You will collaborate closely with training coordinators and fellow facilitators throughout preparation and delivery. This is a focused, time-bound opportunity for an experienced virtual instructor who enjoys helping people build practical knowledge and confidence. Accountabilities - Facilitate approximately two weeks of virtual new-hire training, consisting of approximately 10 full training days. - Deliver established training materials covering customer service scripts, compliance requirements, core Medicare concepts, and healthcare customer service. - Lead engaging virtual instructor-led sessions for groups of up to approximately 50 adult learners. - Create a structured, welcoming, supportive, and interactive virtual classroom environment. - Manage learner questions, participation, different learning styles, and classroom dynamics throughout each session. - Handle challenging, disruptive, or highly energetic learners professionally and confidently. - Reinforce key concepts and help learners understand how to apply the material to their customer service responsibilities. - Participate in facilitator onboarding, preparation, content review, technology checks, and link testing before training begins.
- Quickly learn and become comfortable with provided training content, systems, and delivery processes. - Work collaboratively with internal training coordinators and other facilitators throughout the engagement. - Proactively communicate learner questions, challenges, technical issues, and other delivery concerns to the project team. - Support effective knowledge transfer while maintaining learner engagement and keeping sessions aligned with established objectives. Requirements - Demonstrated experience delivering virtual instructor-led training (vILT) . - Strong virtual classroom management skills and experience facilitating adult learners. - Experience leading larger groups, ideally with approximately 30–50 or more participants. - Proven ability to manage challenging or disruptive learners with professionalism, patience, and confidence. - Excellent presentation, communication, interpersonal, and active-listening skills. - Ability to quickly learn unfamiliar subject matter and deliver established content naturally and confidently. - Basic familiarity with Medicare and healthcare terminology. - Experience in healthcare, health insurance, Medicare, customer service, or a related environment is preferred. - Ability to facilitate existing content effectively without relying on a script word-for-word. - Strong adaptability and the ability to respond constructively to learner questions and varying learning styles. - Comfortable collaborating with coordinators, fellow facilitators, and project stakeholders. - Availability to work within Eastern Time during the required training window. - Ability to work fully remotely using the technology and systems required for virtual training.
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