BPO Trainer (Communication, Healthcare Account)

Global Healthcare Resource; Muntinlupa; On-site; PHP 360,000 - 540,000; Full time

Job summary

Global Healthcare Resource in the Philippines seeks a Communications / Voice & Accent Trainer to lead foundational V&A, ACC, language neutralization, and active listening training for onboarding batches in a healthcare BPO environment.

You will tailor training modules to healthcare jargon, HIPAA sensitivity, and empathetic patient/provider interactions, while providing targeted coaching to drive continuous improvement.

Qualifications

• Minimum 1 year hands-on training in a BPO environment.
• Experience with healthcare BPO accounts preferred.
• Strong written and verbal English with neutral accent.
• Ability to engage adult learners and provide constructive coaching.

Responsibilities

• Conduct foundational V&A, ACC, language neutralization, and active listening training for onboarding batches.
• Tailor training modules to align with healthcare jargon, HIPAA sensitivity, and empathetic interactions.
• Perform Training Needs Analysis (TNA) to identify bottlenecks and quality trends.
• Provide group and 1-on-1 coaching for underperforming agents.
• Support nesting phase with live call monitoring and immediate feedback.
• Track and report trainee progress and batch performance to stakeholders.

Skills

Voice & Accent training

BPO experience

English communication

Classroom management

Coaching

Job description

About The Role

This role involves conducting foundational Voice and Accent (V&A), American Culture & Communication (ACC), language neutralization, and active listening training for onboarding batches in a healthcare BPO environment. You will tailor communication training modules to align with healthcare industry jargon, HIPAA sensitivity, and empathetic patient/provider interaction standards, while providing targeted coaching and support to drive continuous improvement.

About The Role

This role involves conducting foundational Voice and Accent (V&A), American Culture & Communication (ACC), language neutralization, and active listening training for onboarding batches in a healthcare BPO environment. You will tailor communication training modules to align with healthcare industry jargon, HIPAA sensitivity, and empathetic patient/provider interaction standards, while providing targeted coaching and support to drive continuous improvement.

Key responsibilities

• Conduct foundational Voice and Accent (V&A), American Culture & Communication (ACC), language neutralization, and active listening training for onboarding batches
• Tailor and refine communication training modules to align with healthcare industry jargon, HIPAA sensitivity, and empathetic patient/provider interaction standards
• Conduct Training Needs Analysis (TNA) across operations to identify communication bottlenecks, accent barriers, and quality trends
• Provide targeted group and 1-on-1 coaching for underperforming agents, focusing on customer service tone, clarity, and phrasing
• Support new trainees during the nesting phase by monitoring live calls, delivering immediate feedback, and driving KPI readiness before handoff to Operations
• Track, evaluate, and report trainee progress, call metrics, and batch performance to operations stakeholders and training management

About You

• Minimum of 1 year of hands-on experience as a Communications / Voice & Accent Trainer in a BPO environment
• Minimum of 2 years of overall agent or operational experience handling a Healthcare BPO account (e.g., Medical Billing, Claims, Provider Relations, Patient Care, or Health Insurance)
• Exceptional written and verbal English communication skills, with a strong grasp of neutral accent and professional tone
• Proven ability to manage classrooms, engage adult learners, and deliver constructive coaching
• Flexibility to work night shifts, shifting schedules, and Philippine holidays as required by account operations