Facilitator

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. This role is primarily focused on facilitation and knowledge transfer rather than instructional design or comprehensive training-content development. Benefits Fully remote work arrangement within the United States. Contract/freelance engagement. Facilitator onboarding and preparation beginning in mid-October 2026 . Training delivery scheduled for mid-to-late November 2026 . Approximately 2 weeks / 10 full training days of delivery. Opportunity to facilitate training for a large-scale healthcare customer service program. Virtual classrooms with up to approximately 50 learners. Potential exposure to a total learner population of up to approximately 400 new hires. Training materials provided and approximately 90% complete, allowing the facilitator to focus primarily on delivery and learner engagement. Collaborative environment with training coordinators and other facilitators. Opportunity to contribute directly to new-hire readiness and professional development in a healthcare customer service setting.