Healthcare Trainer – Contact Center

About the role

We are looking for an enthusiastic Trainer to join our healthcare contact center in Lipa. You will prepare and upskill agents to deliver exceptional service to healthcare members and providers, focusing on voice quality and compliance.

Key responsibilities

• Conduct training sessions for new hires and existing agents on healthcare voice processes, customer service skills, and compliance protocols.
• Develop and deliver training materials such as presentations, role‑plays, and workshops.
• Improve agents' voice modulation, clarity, pronunciation, and overall communication.
• Ensure trainees understand healthcare terminology, claims processes, and HIPAA compliance.
• Monitor and evaluate trainee performance, providing constructive feedback.
• Collaborate with operations and quality teams to identify training needs and create customized programs.
• Maintain training records and generate reports on effectiveness, attendance, and assessments.
• Stay updated on healthcare industry trends and best practices to enhance training content.

Required profile

• Graduate in any discipline.
• At least 2 years of experience in a healthcare voice process or as a trainer in a BPO environment (candidates with less experience but strong voice and communication skills are welcome).
• Strong understanding of healthcare voice processes and customer engagement.
• Excellent verbal and written communication with a focus on voice clarity and modulation.
• Ability to design and deliver engaging training sessions.
• Basic knowledge of healthcare processes and claims (preferred).
• Willingness to work fixed night shifts to align with international client requirements.

Required skills

What we offer

• Competitive salary package.
• Transport facility for night shifts.
• Comprehensive training and development opportunities.
• Health insurance and other employee benefits.
• Collaborative and supportive work environment.