Join our innovative Medical Health Support Contract team, where you'll play a vital role in delivering cutting-edge remote healthcare services to Military Health System beneficiaries. As part of this dynamic program, you'll collaborate with top professionals to enhance patient care through advanced telehealth technologies and streamlined processes. We're looking for passionate individuals who are ready to make a real impact, ensuring patients receive the best care no matter where they are. With a focus on excellence, security, and innovation, this is your chance to be at the forefront of healthcare's digital transformation. If you're driven by quality and a commitment to patient safety, this opportunity is your next career move.

The Training Specialist provides program specific training and input to CBT training materials, on topics such as SOPs; customer services; available services; onboarding; quality follow up; working in Contact Center; working with individuals through calls, chat, video, etc.; working with referrals and disposition; person-centered approaches; Military Programs and benefits; cultural training and guidance on each service component; evidence-based care; and required program documents. Training is conducted on the job and through virtual training sessions. Tracks all program personnel certifications to ensure they are annually trained and have comprehensive and current knowledge of their respective disciplines. Document, retain and track required staff trainings, certifications, and ensures that training frequency requirements are met.

Primary Responsibilities:

Training Design & Delivery

• Develop, update, and deliver training content for call center, customer service and triage operations.
• Provide training both on the job and through structured virtual training sessions (e.g., webinars, virtual classrooms, one-on-one coaching).
• Collaborate with subject matter experts and leadership to ensure accuracy and relevance of all training materials.

CBT & Training Material Development

• Provide input to Computer-Based Training (CBT) modules, ensuring alignment with program requirements and SOPs.
• Develop job aids, quick-reference guides, and other support tools to reinforce training.
• Continuously improve training content based on feedback, performance metrics, and program updates.

Certification & Compliance Tracking

• Track all program personnel’s required certifications, licenses, and annual training obligations.
• Maintain accurate records of all staff training completion, certifications, and renewals.
• Monitor training frequency requirements (e.g., annual, biannual, mandatory refreshers) and ensure they are met.
• Generate and distribute training compliance reports to leadership as requested.

Quality & Performance Support

• Identify training needs based on quality review outcomes, performance data, and supervisor input.
• Provide targeted refresher or remedial training to staff to address knowledge or skill gaps.
• Support a culture of continuous learning and quality improvement within the program.

Coordination & Communication

• Coordinate training schedules to minimize service disruption and ensure adequate coverage.
• Communicate upcoming trainings, deadlines for required modules, and certification renewal dates to staff and supervisors.
• Serve as a point of contact for training-related questions and guidance.

Required Qualifications:

• Bachelor’s degree in Education or Training & Development and 3+ years relevant experience in in training, coaching, or staff development in a Contact Center, behavioral health, social services, or similar environment.
• Mastery of person-centered practices and evidence-based care preferred.
• Familiarity with military culture, programs, and benefits is highly desirable.
• Strong understanding of mandated reporting, restricted reporting, and duty-to-warn protocols.
• Excellent communication, facilitation, and presentation skills (virtual and in-person).
• Strong organizational and documentation skills, with the ability to manage multiple training and tracking processes simultaneously.
• Proficiency with learning platforms, CBT tools, and tracking systems (e.g., LMS, spreadsheets, or databases).
• Proficient in navigating electronic systems, computer programs, and virtual service platforms.

Requires a separate, quiet, private, confidential space to work from as well as having access to your own reliable high-speed internet hard wired to your home or apartment (coax or fiber from the Internet Service Provider (ISP) to your home. Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable. Must be an U.S. citizen, speak fluent English, and able to maintain and retain suitability investigation and clearance as required.

Preferred Qualifications:

• Veteran/military retiree and/or military spouse
• Experience working with and/or for military communities.
• Experience in a Contact Center, military/veteran services, or healthcare environment strongly preferred.

At Leidos, we don’t want someone who "fits the mold"—we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, “what’s next?” before the dust settles on “what’s now.”

If you’re already scheming step 20 while everyone else is still debating step 2… good. You’ll fit right in.

Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.