Opening for a Contact Center CLINICAL TRAINING MANAGER 

The Clinical Training Manager ensures Carenet’s Clinical Operations teams are equipped with the clinical knowledge, communication skills, and operational readiness needed to deliver safe, compliant, and high-quality patient experiences. This role leads the design, implementation, evaluation, and continuous improvement of clinical training programs that directly support client expectations, quality outcomes, operational performance, and regulatory standards.

The role serves as a strategic partner to Clinical Operations leadership, aligning training initiatives with business goals, workforce readiness, and organizational growth. By leveraging performance data, quality insights, and operational trends, the Clinical Training Manager helps improve employee capability, drive consistency across clinical programs, and strengthen Carenet’s ability to deliver exceptional healthcare engagement services.

This position also plays a key leadership role in developing the Clinical Training team, fostering a culture of accountability, continuous learning, collaboration, and operational excellence.

1. Develop and maintain clinical training policies, procedures, and guidelines aligned with organizational objectives, regulatory requirements, and standards of practice.
2. Partner with Clinical Leadership, Workforce Management, and Operations teams to identify training needs and prioritize learning initiatives based on business requirements.
3. Design, implement, and continuously improve clinical training programs, onboarding initiatives, coaching strategies, and competency assessments.
4. Utilize quality assurance data, operational metrics, customer feedback, and evaluation results to identify performance gaps and improve training effectiveness.
5. Lead and develop the Clinical Training team by setting expectations, providing coaching and feedback, supporting professional growth, and fostering collaboration.
6. Conduct regular training evaluations and prepare reports summarizing training effectiveness, competency trends, and recommendations for improvement.
7. Support organizational change initiatives by designing training solutions that improve adoption of new processes, technologies, workflows, or client requirements.
8. Deliver specialized, technical, or leadership training sessions for Clinical Operations team members and leadership stakeholders when needed.
9. Ensure accurate maintenance of training records, attendance documentation, certifications, compliance tracking, and data warehousing processes.
10. Audit training activities, completion metrics, and timekeeping records to ensure compliance with internal standards and payroll requirements.
11. Collaborate cross-functionally with Quality, Operations, Workforce Management, Content Development, and Clinical Leadership teams to align training initiatives with operational goals.
12. Stay informed on industry trends, emerging technologies, healthcare practices, and learning methodologies to enhance training delivery and effectiveness.
13. Support recruitment, onboarding, and development initiatives for clinical team members as needed.
14. Maintain effective communication with stakeholders regarding training performance, operational readiness, and continuous improvement initiatives.
15. Perform other related duties as assigned in support of Clinical Operations and organizational objectives.

Required: 

• Active Registered Nurse License; Bachelor's Degree in Nursing 
• 8 years + clinical experience
• 6 + clinical triage expeirence within Emergency Department or Urgent care environment
• Leadership / people management experience
• Experience designing, delivering, and evaluating instructor-led, virtual, and/or hybrid clinical training programs.
• Demonstrated ability to coach, mentor, and develop team members in a fast-paced clinical operations environment.
• Excellent verbal, written, presentation, facilitation, and stakeholder communication skills.
• Must maintain all required nursing licenses and clinical certifications in active and good standing status at all times.
• Ability to work on shifting schedules including evening shifts and weekends

Others qualifications: 

• Experience in a BPO or contact center setting
• Proficiency in Microsoft Office applications including Outlook, Teams, Word, Excel, PowerPoint, and virtual learning platforms such as Zoom.
• Ability to analyze operational, quality, and training performance data to identify trends, risks, and improvement opportunities.
• Strong organizational, project management, and prioritization skills with the ability to manage multiple initiatives simultaneously.
• Ability to communicate effectively with individuals across diverse professional, operational, cultural, and organizational backgrounds.