BPO Trainer (Communication, Healthcare Account)

Global Healthcare Resource Philippines Inc.; Muntinlupa; On-site; PHP 469,000 - 781,000; Full time

Job summary

Global Healthcare Resource Philippines Inc. is hiring a Communications/Voice & Accent Trainer to lead foundational V&A and ACC training for onboarding batches in a healthcare BPO setting. The role focuses on neutral accent, HIPAA sensitivity, and empathetic patient/provider interactions.

You will tailor training modules, conduct needs analyses, coach agents individually and in groups, monitor nesting performance, and report progress to operations and training management.

Qualifications

• Minimum 1 year as a Communications/Voice & Accent Trainer in a BPO.
• Minimum 2 years of overall healthcare BPO experience (Billing/Claims/Provider Relations).
• Excellent written and spoken English with neutral accent.
• Able to manage classrooms and coach adults effectively.
• Willing to work night shifts and holidays as required.

Responsibilities

• Deliver foundational V&A, ACC, language neutralization, and active listening training for onboarding batches.
• Tailor modules to healthcare jargon, HIPAA sensitivity, and empathetic interaction standards.
• Conduct Training Needs Analysis to identify bottlenecks and performance trends.
• Provide group and 1-on-1 coaching for underperforming agents on tone and phrasing.
• Monitor nesting phase, give immediate feedback, ensure KPI readiness.
• Track trainee progress and report to operations and training management.

Skills

Voice & Accent Training

BPO Experience

English Communication

Coaching & Mentoring

Training Needs Analysis

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.

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