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Role Description

The Performance Development & Training Specialist designs, delivers, and reinforces training and performance development for frontline teams in a remote healthcare call center. This role partners closely with Operations, Quality Assurance (QA), Workforce Management (WFM), and Client Services to improve proficiency, drive consistency, and enhance the patient experience.

Quality Assurance experience is preferred and may be leveraged to support calibration, trend analysis, and targeted coaching plans.

Essential Functions

• Training Delivery & Facilitation
  • Facilitate new-hire onboarding, nesting support, and ongoing training for assigned programs (voice/chat/email), including role-plays, mock calls, and knowledge checks.
  • Deliver live training sessions via Microsoft Teams and support asynchronous learning through job aids, knowledge articles, and micro-learning content.
  • Create and maintain training materials (presentations, guides, scripts, checklists) with clear version control in SharePoint.
  • Coordinate training schedules, communications, attendance tracking, and follow-ups using Outlook calendar invites and Teams channels.
• Performance Development & Coaching
  • Provide structured coaching to improve agent behaviors and outcomes (e.g., empathy, call control, verification, documentation quality, de-escalation).
  • Use performance metrics and documented observations to build individualized development plans (IDPs) with defined goals and timelines.
  • Lead small-group huddles and refresher trainings based on recurring knowledge gaps and operational needs.
  • Document coaching interactions, commitments, and progress in designated systems, maintaining audit-ready records.
• Knowledge Management & Content Maintenance
  • Maintain current SOPs, scripts, and quick-reference resources.
  • Translate operational and client updates into clear agent behaviors and training content.
  • Partner with Operations and Client Services to capture changes and ensure timely communication and training deployment.
  • Support standardization by maintaining templates and ensuring materials are accessible and current in SharePoint.
• Ticketing, Requests & Project Tracking
  • Manage training and performance support requests through Zendesk, including triage, assignment, status updates, and resolution documentation.
  • Track recurring issues and root causes identified through ticket trends; recommend training interventions to reduce repeat defects.
  • Use Asana (preferred) to manage training projects, deadlines, dependencies, and cross-functional deliverables.
• Quality (Preferred) & Continuous Improvement Support
  • Leverage QA trends (as applicable) to identify defect drivers and tailor coaching and refresher training plans.
  • Support calibration sessions and scoring alignment efforts; reinforce expected behaviors and documentation standards.
  • Monitor post-training improvement and adjust content or cadence based on results.
• Compliance, Privacy & Security
  • Model strict HIPAA/PHI handling and ensure training reinforces privacy, security, and minimum-necessary standards.
  • Maintain confidentiality of patient, client, and employee information.
  • Escalate potential compliance risks and critical errors promptly to PD leadership and Operations.
• Operational Support (As Needed)
  • Partner with WFM and Operations on readiness planning, skilling recommendations, and training-related coverage impacts.
  • Provide limited frontline support during high-volume periods, as assigned, to support service levels.

Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in education, communications, business, healthcare administration, or related field preferred.
• 2+ years of experience in training, coaching, performance development, or contact center leadership (healthcare environment preferred).
• Proficiency in Microsoft 365, including Outlook, Teams, and SharePoint.
• Experience using Zendesk (or comparable ticketing system) to manage requests and track work.
• Strong written communication and instructional writing skills (SOPs, job aids, scripts).
• Ability to analyze performance data and translate insights into training and coaching action plans (Excel/Sheets).
• Working knowledge of HIPAA and basic healthcare terminology.

Preferred Qualifications

• QA/call scoring experience (calibration, trend analysis, defect reduction).
• Experience with Asana or similar project management tools.
• EMR experience (navigation, documentation workflows, end-user support) and/or training staff on EMR processes.
• Healthcare patient access, nurse triage support, or medical answering service experience.
• Bilingual (English/Spanish).

Core Competencies

• Facilitation excellence: Engaging delivery, clear pacing, and strong virtual classroom management.
• Coaching mindset: Direct, empathetic feedback with measurable expectations and follow-through.
• Operational rigor: Uses cadences, checklists, and documentation standards to drive consistency.
• Cross-functional collaboration: Partners effectively with Operations, QA, WFM, and Client Services.
• Continuous improvement: Identifies root causes, tests interventions, and re-measures outcomes.
• Technical confidence: Quickly learns systems and maintains organized, version-controlled assets.

Key Performance Indicators (Representative)

• Training completion rates and on-time refresher completion.
• Time-to-proficiency for new hires (nesting exit and ramp-to-target).
• Post-training performance improvement (QA scores, documentation accuracy, reduced escalations).
• Zendesk SLA adherence and reduction in repeat ticket categories.
• Coaching cadence completion and documentation quality.

Working Conditions & Physical Requirements

• Fully remote role requiring a secure, private workspace and reliable high-speed internet.
• Extended computer and headset use; prolonged sitting and keyboarding.
• Schedule flexibility may be required to support multiple shifts, including occasional evenings or weekends.
• Must follow device security requirements (e.g., screen lock, patching, MFA, VPN if applicable).

Equal Employment Opportunity & Accommodation

Call 4 Health is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other protected status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Disclaimer

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties and priorities may change at any time based on business needs, client requirements, or organizational priorities.