Remote Care Quality & EHR Training 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

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