Job Description

Job Location Central - Phoenix, AZ 85012 Position Type Full Time Education Level Bachelor's Degree Travel Percentage In-Office Job Shift Day Shift Job Category Administration

Terros Health is a healthcare organization of caring people, guided by our core values of integrity, compassion and empowerment, with diversity woven throughout. We engage people in whole person health through an integrated care delivery system, thus establishing a medical home for our patients. In caring for the whole person, we focus on overall wellness through physical health, mental health and substance use care. Our mission is to provide extraordinary care by empowered people through exceptional outcomes.

The Service Excellence Team exists to help our people do their best work in service of our mission of hope, health, and healing The Training Specialist – Service Excellence plays a key role in bringing that to life by designing and delivering learning experiences that are practical, engaging, and grounded in real operational and clinical needs. This role focuses on facilitating accessible training that helps teams work more consistently, confidently, and effectively across Terros Health. The Training Specialist partners closely with clinical and operational leaders to support onboarding, skill-building, and continuous learning, emphasizing adult learning principles, clarity, and practical application in day-to-day work. This position reports to the Manager of Learning and Development.

• Design, facilitate, and continuously improve training programs that support Service Excellence standards, clinical workflows, and operational consistency across Terros Health.
• Partner closely with clinical and operational leaders to assess training needs and translate system changes, policies, and best practices into clear, accessible learning experiences.
• Deliver onboarding and ongoing skill-building training for staff and leaders, using adult learning principles and practical, real-world application.
• Support the rollout of new initiatives, tools, workflows, and service standards by developing and facilitating effective training plans and materials.
• Develop and maintain training content, including curricula, facilitator guides, job aids, checklists, and procedural documentation to support consistent practice.
• Develop training plans to resolve inefficiencies in areas where improvement is needed. Ensures competency of trainees at the time the training is offered
• Facilitate live and virtual training sessions, workshops, and learning forums, adapting delivery to meet the needs of diverse audiences and programs.
• Collaborate with Service Excellence, Quality, Clinical, Operations, and Admin teams to ensure training aligns with organizational priorities and expectations.
• Evaluate training effectiveness through feedback, participation data, and observed practice, and recommend adjustments to improve learning outcomes.
• Provide training and end-user support related to clinical systems and tools, including the Electronic Health Record (EHR), in partnership with operational and IT stakeholders.
• Model and reinforce Service Excellence behaviors and expectations in all interactions, training environments, and cross-functional work.
• Maintain training schedules, course records, and reporting within the Learning Management System (LMS) to ensure accurate tracking and compliance.
• Support workforce engagement initiatives by contributing to learning experiences that strengthen confidence, consistency, and connection to mission.
• Participate in department projects, workgroups, and committees as assigned, representing Service Excellence and Learning & Development perspectives.
• Stay current on best practices in adult learning, facilitation, and healthcare training, and apply relevant improvements to training approaches

Benefits & Wellness

• Multiple medical plans - including a no premium plan for employees and their families
• Multiple dental plans - including orthodontia
• Financial well-being - 401(k) with a company match, interest free medical line of credit, financial education, planning, and support
• 4 Weeks of paid time off in the first year
• Wellness program
• Pet Insurance
• Group life and disability insurance
• Employee Assistance Program for the Whole Family
• Personal and family mental and physical health access
• Professional growth & development - including scholarships, clinical supervision, and CEUs
• Tuition discounts with GCU and The University of Phoenix
• Working Advantage - Employee perks and discounts
  • Gym memberships
  • Car rentals
  • Flights, hotels, movies and more
• Bilingual pay differential

Qualifications

• Bachelor’s degree in relevant field or at least four years’ experience in healthcare or behavioral health experience industry.
• Knowledge of training and learning concepts
• Experience in development and implementation of training plans and policies and procedures
• Experience in developing and delivering training
• Experience training in the use of EHRs, including NextGen
• Excellent oral and written communication skills
• Highly organized with ability to manage multiple ongoing projects
• Knowledge of clinical best practice documentation standards
• Strong leadership skills including demonstrated ability to confront resistance to change in a fast-paced environment

• Must have valid Arizona driver’s license, be 21 years of age with minimum 3 years driving experience, and meet requirements of Terros Health’s driving policy
• Must have a valid Arizona Fingerprint Clearance card or apply for an Arizona fingerprint clearance card (Level 1) within 7 working days of assuming role.
• Must pass a TB test, a criminal background check and drug test

Physical demands of this position are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.