Job Description

Remote | Virtual Instructor-Led Training (vILT) | Contract

ELB Learning is looking for experienced Virtual Training Facilitators to support a large-scale new-hire training initiative for a healthcare customer service program.

This is a great opportunity for facilitators who are confident leading virtual classrooms, engaging adult learners, and quickly learning and delivering established training content.

You’ll help prepare new Customer Service Representatives to support members as part of a healthcare welcome and retention campaign.

Schedule & Engagement

• Facilitator onboarding and preparation: Beginning mid-October 2026
• Training delivery: Mid-to-late November 2026
• Duration: Approximately 2 weeks / 10 full training days
• Location: Remote
• Time Zone: Eastern Time
• Class size: Up to approximately 50 learners
• Total learner volume: Up to approximately 400 new hires
• Facilitators needed: Up to 8

The exact number of facilitators and training schedules may vary based on final program requirements.

What You’ll Do

• Facilitate approximately two weeks of virtual new-hire training, consisting of approximately 10 full training days.
• Deliver existing training content, including customer service scripts, compliance requirements, and core Medicare concepts.
• Lead engaging virtual sessions for groups of up to 50 adult learners.
• Create a structured, supportive, and engaging virtual classroom environment.
• Manage questions, participation, and classroom dynamics throughout each session.
• Handle challenging, disruptive, or highly energetic adult learners with professionalism and confidence.
• Reinforce key concepts and support learners in applying the information to their customer service responsibilities.
• Work closely with internal training coordinators and other facilitators throughout the program.
• Participate in onboarding, facilitator preparation, content review, and technology/link checks before training begins.
• Quickly become comfortable with the provided content, systems, and training processes.
• Communicate proactively with the project team about learner questions, challenges, or issues that arise during delivery.

What We’re Looking For

You’re an engaging facilitator who can take established content, learn it quickly, and deliver it naturally and confidently.

You should have:

• Demonstrated experience delivering virtual instructor-led training (vILT).
• Strong virtual classroom management skills with adult learners.
• Experience facilitating larger groups, ideally 30–50+ participants.
• The ability to manage challenging or disruptive learners professionally.
• Strong presentation, communication, and interpersonal skills.
• The ability to quickly learn and confidently deliver new subject matter.
• Basic familiarity with Medicare and healthcare terminology.
• Experience in healthcare, health insurance, Medicare, customer service, or a related environment is a plus.
• Comfort working collaboratively with internal coordinators and fellow facilitators.
• Availability to work within the Eastern Time Zone during the required training window.

Training Content

The training materials will be provided and are approximately 90% complete.

Content includes:

• Customer service scripts
• Compliance requirements
• Core Medicare concepts
• Healthcare customer service content

This role is focused primarily on facilitation and knowledge transfer, rather than instructional design or full content development. Any remaining content or activity development needs will be handled separately by the project team.

What Makes You a Great Fit

You know how to keep a virtual classroom engaged, even when the group is large or the energy level is high.

You can take existing content, understand it quickly, and turn it into an effective learning experience without relying on a script word-for-word.

You’re comfortable answering questions, managing different learning styles, and keeping learners moving toward the goal of the session.

And most importantly, you understand that effective facilitation is about more than presenting information; it’s about creating an environment where people can learn, participate, and feel prepared to do their jobs confidently.