Deadline to apply: June 19
We are seeking a dynamic and creative Learning Specialist to design and deliver engaging, high-impact, non-clinical learning experiences across our organization.
If you are passionate about instructional design, facilitation, and continuous improvement—and thrive in a collaborative, evolving environment—this role is for you.
Position Overview
The Learning Specialist is responsible for designing, delivering, and continuously improving engaging, high-impact, non-clinical learning experiences across the organization. This role develops interactive training programs and resources—ranging from eLearning modules to instructor-led sessions—while translating complex workflows, systems, and compliance requirements into clear, accessible content. The Learning Specialist facilitates onboarding and ongoing development for diverse audiences, supports leaders through train-the-trainer initiatives, and manages end-to-end learning programs including scheduling, logistics, and LMS tracking. Partnering cross-functionally with departments, they identify performance gaps, measure training effectiveness using key metrics, and use data-driven insights to refine programs. This position plays a critical role in driving employee performance, supporting organizational goals, and enhancing overall service and customer experience standards.
Essential Duties
Instructional Design & Content Development
- Design and develop interactive training programs for call center agents, team leads, and support staff throughout the organization
- Create engaging eLearning modules, instructor-led training, job aids, and microlearning content
- Translate complex workflows, systems, and compliance requirements into clear, user-friendly materials
- Ensure content aligns with current policies, technologies, and patient care standards
Facilitation & Delivery
- Deliver onboarding, upskilling, and continuous education sessions (virtual and in-person)
- Facilitate engaging workshops that drive participation and knowledge retention
- Tailor facilitation styles to meet diverse learner needs
Program Coordination
- Support train-the-trainer initiatives for internal leaders
- Coordinate organization-wide learning programs and campaigns
- Partner with departments to identify training needs
- Manage schedules, communications, and logistics for training rollouts
Measurement & Continuous Improvement
- Track participation and completion through a Learning Management System (LMS)
- Measure training impact using KPIs such as performance, quality, and satisfaction metrics
- Collect feedback and analyze data to improve learning experiences
- Continuously refresh programs based on business needs, regulatory changes, and technology updates
Cross-Functional Collaboration
- Work cross-functionally with HR, IT, leadership, and operational teams
- Act as a liaison for training related to workflows, systems, and customer experience standards
Qualifications
- Diploma or degree in education, instructional design, or a related field (or equivalent experience)
- Experience in learning & development, particularly in adult learning
- Strong facilitation and presentation skills (virtual and in-person)
- Experience with instructional design methodologies (e.g., ADDIE, adult learning principles)
- Proficiency in LMS platforms and eLearning tools (e.g., Articulate, Storyline)
- Excellent communication, organization, and stakeholder management skills
- Ability to adapt in a fast-paced, evolving environment
- Experience in healthcare, virtual health, and call center operations is an asset
Work Environment & Requirements
- Comfort with extended screen time and computer-based work
- Strong verbal communication and presentation skills (via in-person, virtual and over the phone)
- Occasional travel may be required
Why Work With Us
With almost 30 years in telehealth and virtual healthcare servicing clients across North America, Fonemed prides itself on providing outstanding client experience and practicing a culture of care in everything we do. We value our greatest resource - our people, and we work to invest in them! We provide a collaborative company culture and a welcoming team. We offer our team the opportunity to work in an exciting industry and a competitive compensation package, including health benefits and retirement saving options, as well as a great paid leave program. If you are looking for an opportunity to work with a company that values you, apply today!
Fonemed is an equal opportunity employer and is committed to diversity. We appreciate the interest of everyone who applies for the position, however only those selected for an interview will be contacted. Please visit our website at www.fonemed.com.
Skills Required
- Diploma or degree in education, instructional design, or related field (or equivalent experience)
- Experience in learning & development and adult learning
- Strong facilitation and presentation skills (virtual and in-person)
- Experience with instructional design methodologies (e.g., ADDIE, adult learning principles)
- Proficiency in LMS platforms and eLearning tools (e.g., Articulate, Storyline)
- Excellent communication, organization, and stakeholder management skills
- Ability to adapt in a fast-paced, evolving environment
- Experience in healthcare, virtual health, and call center operations
- Comfort with extended screen time and computer-based work
What We Do
Fonemed was founded in 1996 by a group of physicians, philanthropists and businesspeople who recognized the need for improved healthcare worldwide and saw telephone-based triage as the premier method to provide that care. We are a privately held, Limited Liability Company registered in the USA and Canada, with corporate headquarters in St. John’s, Newfoundland and Labrador, and in Ventura, California. Currently we employ approximately 300 individuals. Fonemed provides healthcare-based services and software solutions to increase our clients’ patients access to quality healthcare while also providing additional cost control to our clients. Our specialty service has been 24/7 virtual nurse triage. We recently expanded services to include access to nurse practitioners providing additional primary care advice and treatment. Our nurses are located throughout the United States and Canada, and we are exploring growth opportunities in Europe and Asia. The Fonemed Health Management Platform is a Cloud-based application that provides access and security and comes fully integrated with the Schmitt-Thompson Clinical Content Triage Guidelines. The Platform allows our clients to deliver comprehensive, technology-powered, people-driven customized solutions to meet specific requirements. Through our software, clients have the ability to manage such activities as client registration, online health assessment, nurse triage and nurse practitioner assessment and referrals. At Fonemed, we empower our clients to strategically expand patient engagement, diversify revenue streams or reduce operating costs through proven technology that has been developed through the foundation of over 26 years of industry experience and more than 10 years of using and enhancing the Platform ourselves. We are URAC accredited, SOC2 certified, and HIPAA compliant with over 2,500 client groups, representing well over 25 million individuals.
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