Overview
The Midtown Group is teaming up with a leading technology company to support a D.C. government department that offers its residents a Medicaid program. Our collective goal is to modernize and optimize DC's Medicaid program while offering outstanding customer support. Our venture is focused on improving outcomes, enhancing provider experiences, and safeguarding program integrity. For this project, our partner will provide technology, and we will provide people and expertise, across a number of functions, including contact center operations.
Job logistics
The Midtown Group is looking for qualified candidates for the position of Contact Center Trainer, to train Customer Service Representative, Claims Processors, and Financial Analysts who will support D.C. residents who need assistance with Medicaid benefits.
These positions are in-person, located in Downtown D.C. At the moment, there are no plans to move to hybrid or fully-remote models.
Both our partner and the client do business in the same location, so candidates must be familiar with commuting to and working in an office location and, of course, professional conduct, attire, and communication are requirements.
This base period for this contract is one year, through November 2026, with two further annual option periods. So, this contract could run for three years, until November 2028. Hiring and training for key positions may start as early as June 1st, 2025.
D.C. residents who contact the contact center may do so via phone, email and chat (together, “contacts”). Candidates must be proficient in speaking, reading and writing in English.
The contact center operating hours are Monday through Friday, from 8:00am to 5:00pm ET. However, schedules will be between the hours of 7:45am to 5:15pm ET, to allow for pre-shift sessions and last-minute contacts/wrap up. The contact center is closed on Federal holidays. Candidates must be able to work 40 hours per week.
Client onboarding requirements
Candidates must be based in the DMV metro area. D.C. residents are preferred, as a certain percentage of our staff must live in the District.
Candidates must be able to pass a thorough (criminal, financial, employment, etc.) background check, conducted by a third-party vendor. The Midtown Group will assist with this application process, and each candidate must be cleared before we can offer you a position.
Technology and Training
Assuming a successful background check, we will provide each Trainer with a secure laptop that is configured to allow access to the tools required to perform the job tasks.
The client will provide all training materials and curriculum, and will conduct the initial new hire and orientation training to the various key roles (project manager, contact center supervisors, quality assurance specialists). The Contact Center Trainers will also participate in these sessions, and will be trained using the client’s Train-the-Trainer methodology.
Once complete, the Contact Center Trainers will be expected to lead and facilitate all future new hire orientation and training, on-going/continuing education training, and other training as needed.
Training is expected to last for up to six weeks, with a further two-week “nesting” period until participants show competency in their new roll.
Training will encompass all aspects of the various jobs, including:
All job responsibilities
Corporate policies, procedures, and processes
How to handle, escalate, and document contacts
The necessary technology and tools
How to access and utilize the contact center knowledgebase
How to handle sensitive data and personal information, etc.
Key job tasks
Contact Center Trainers have a number of job responsibilities, and some of the critical ones are:
Deliver engaging and interactive training sessions to diverse audiences.
Facilitate classroom and on-the-job training programs to enhance employee skills and performance.
Adapt training delivery to various learning styles and needs.
Collaborate with client instructional designers to ensure training materials are up-to-date, effective and user-friendly.
Provide post-training support and resources to learners.
Assess training outcomes through surveys, feedback, and performance metrics.
Work with QA team as needed to ensure that CSRs and other staff are knowledgeable and effectively handling calls or processing claims.
Assist with and attend twice-weekly pre-shift meetings, generally on Mondays and Thursdays, to hear important information from supervisors, to participate in interactive Q&A, etc.
Provide back-up to Supervisor and QA roles as needed.
Other duties as assigned.
Minimum requirements
A minimum of three years of training/facilitation experience in an on-site/in-person multi-channel contact center, in a similar or related field.
Organization skills to balance/prioritize work with the ability to multi-task.
Strong presentation, interpersonal, and communications skills.
Attention to detail
Proficiency with adult learning principles and learner engagement techniques.
Familiarity with instructional design methodologies and software
Proficiency with various training technologies, as well as basic help desk software, computer software and Microsoft Office applications.
Other important skills
The ability to provide exceptional customer service is extremely important to both the Midtown Group and our client. If you have the service gene – if helping others is in your DNA – we are happy to have you join us.
Our most effective and successful Contact Center Trainers exhibit the following skills:
Conduct themselves with professionalism, empathy, patience, courtesy, and tact, at all times.
Communicate effectively, clearly, and professionally with both staff and management.
Take ownership of and carefully manage the training program and processes, with particular attention helping ensure effective call handling, quality, call control, listening and probing, determining and addressing the caller’s needs, professionalism, empathy, and customer service.
Be flexible, and able to work independently.
These characteristics are necessary to be able to efficiently and professionally support CSRs and callers.