Athena Customer Care Quality & Development Specialist

Carex Consulting Group; Scottsdale (AZ); Remote; USD 44,000 - 50,000; Full time

Job summary

Carex Consulting Group is partnering with a healthtech industry partner to hire a Customer Care Quality Development Specialist for a remote opportunity. This role focuses on quality monitoring, performance development, and coaching across a national customer care organization, with a major emphasis on supporting the implementation of a new EHR system.

The Specialist will lead training, onboarding, and continuous improvement initiatives, serving as the bridge between quality insights and

Qualifications

• Bachelor's degree and/or 2 years of related experience; or an associate degree and 4 years of experience.
• 2+ years of quality assurance, performance coaching, training facilitation, or contact center operations; healthcare experience preferred.
• 2+ years of Athena experience.
• Experience conducting call monitoring, quality scoring, and performance analysis.
• Strong coaching skills with the ability to provide constructive, respectful, and actionable feedback.
• Experience with Electronic Health Record (EHR) systems and contact center technologies.
• Ability to quickly develop expertise in new systems and translate system processes into clear, practical training.
• Proficiency with Microsoft Office Suite.
• Excellent verbal, written, interpersonal, and presentation skills.

Responsibilities

• Conduct ongoing quality monitoring of calls, emails, and chat to evaluate service excellence, compliance, and customer experience.
• Perform recorded and real-time interaction assessments using contact center and quality management platforms.
• Analyze quality and performance metrics to identify trends, root causes, knowledge gaps, and opportunities for improvement.
• Maintain quality scorecards, calibration records, and recurring reporting for leadership.
• Provide timely, respectful coaching based on quality assessments and observed behaviors.
• Partner with managers to address performance challenges and support professional development.
• Lead calibration sessions to promote consistency in quality scoring and coaching practices.
• Deliver onboarding programs for customer care team members, reinforcing quality and compliance.
• Support EHR implementation and training activities as the primary Quality & Development resource.
• Develop training materials, job aids, workflow guides, scripts, and reference resources.
• Evaluate onboarding effectiveness and learner readiness using quality metrics and early performance indicators.

Skills

Quality assurance

Performance coaching

Training facilitation

Call monitoring

Healthcare experience

Microsoft Office

Education

Bachelor's degree

Tools

NICE

Athena

Job description

Customer Care Quality Development Specialist

Summary

Carex is partnering with a healthtechindustry partner to hire a Customer Care Quality Development Specialist for a remote opportunity. This role supports service excellence, compliance, and performance development across a national customer care organization by combining quality monitoring, performance analysis, coaching, training, and continuous improvement.

The Specialist will serve as a key connection between quality insights and operational execution, using interaction data and observed behaviors to identify performance opportunities and deliver targeted coaching and training. A significant focus of the role will be supporting the implementation of a new Electronic Health Record (EHR) system, including implementation readiness, onboarding, workflow education, training delivery, and ongoing reinforcement.

• Contract Duration: Through the end of 2027
• Location: Remote
• Compensation: $32-36/hr

What You'll Do

• Conduct ongoing quality monitoring of calls, emails, and chat interactions to evaluate service excellence, compliance, and customer experience standards.
• Perform recorded and real-time interaction assessments using contact center and quality management platforms.
• Analyze quality and performance metrics to identify trends, root causes, knowledge gaps, and opportunities for improvement.
• Maintain quality scorecards, calibration records, performance tracking documentation, and recurring reporting for leadership.
• Provide timely, respectful, and results-driven coaching based on quality assessments and observed behaviors.
• Partner with managers and operational leaders to address performance challenges and support professional development.
• Lead calibration sessions to promote consistency in quality scoring and coaching practices.
• Deliver and support onboarding programs for customer care team members, reinforcing quality, compliance, and performance expectations.
• Serve as the primary Quality & Development resource supporting EHR implementation and training activities.
• Support system implementation readiness, new-hire onboarding, initial system training, refresher training, workflow updates, and ongoing learning reinforcement.
• Develop, facilitate, and maintain training materials, job aids, workflow guides, scripts, and reference resources.
• Provide learner support before, during, and after training, including nesting support and targeted refresher training.
• Evaluate onboarding effectiveness and learner readiness using quality metrics, coaching insights, and early performance indicators.
• Support operational rollouts, system enhancements, and workflow changes through quality monitoring, coaching, and training.
• Partner with leadership, operations, workforce management, project management, and organizational development teams to translate quality insights into actionable improvements.
• Transform frontline feedback and performance data into recommendations that improve processes, consistency, and customer outcomes.
• Clearly communicate changes, expectations, and operational standards to stakeholders across the organization.
• Identify and address scheduling, documentation, workflow, and knowledge gaps that may affect customer experience or operational performance.
• Maintain accurate documentation and reporting while supporting continuous improvement initiatives.
• Work independently in a remote environment while maintaining strong cross-functional partnerships.

What You'll Bring

• Bachelor's degree and/or 2 years of experience in education, workforce education, adult learning theory, psychology, human resources, or a related field; or an associate degree and 4 years of relevant experience. Additional relevant experience may be considered in lieu of a degree.
• 2+ years of experience in quality assurance, performance coaching, training facilitation, or contact center operations; healthcare experience preferred.
• 2+ years of Athena experience
• Experience conducting call monitoring, quality scoring, and performance analysis.
• Strong coaching skills with the ability to provide constructive, respectful, and actionable feedback.
• Demonstrated ability to interpret performance data, identify trends, and recommend targeted improvement actions.
• Experience with Electronic Health Record (EHR) systems and contact center technologies.
• Experience supporting EHR implementations, system training, onboarding, or workflow education preferred.
• Ability to quickly develop expertise in new systems and translate system processes into clear, practical training.
• Experience with quality monitoring platforms such as NICE or comparable tools.
• Strong understanding of patient intake processes, workflows, and documentation standards.
• Knowledge of medical and commercial insurance terminology.
• Proficiency with Microsoft Office Suite and related software applications.
• Excellent verbal, written, interpersonal, and presentation skills.
• Strong analytical, organizational, and time management skills.
• Ability to work effectively with cross-functional teams and build positive relationships across departments.
• Demonstrated adaptability and ability to manage changing priorities in a fast-paced environment.
• Ability to work independently with minimal supervision in a fully remote environment.
• Reliable internet access and a quiet, dedicated, HIPAA-compliant workspace.
• Demonstrated ability to work with individuals from diverse backgrounds with awareness, inclusivity, sensitivity, and humility.
• Authorization to work in the United States.

Carex Consulting Group is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, or Veteran status.

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