Software Engineer
Designs, delivers, and reinforces training and performance development for remote healthcare call center teams, partnering with Operations, QA, WFM, and Client Services to improve proficiency, consistency, and patient experience.
About Call 4 Health
Call 4 Health (C4H) is a fully remote, multi-state medical call center organization serving hospitals, health systems, and physician groups nationwide. We deliver HIPAA-compliant patient access, nurse triage, answering services, and related healthcare BPO solutions.
Role Summary
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 (pre
Posted June 25, 2026