Call 4 Health

Role Description We are seeking experienced Registered Nurses with an active Compact State RN License plus multiple state licenses. Candidates with active IL, MA, NY, MN, and DC licenses are highly preferred. Additional active licenses in CA, NV, OR, AK, CT, and MI are required. Applicants must have open availability and flexibility to work days, nights, weekends, and rotating schedules based on business needs. The Registered Nurse (RN) will play a crucial role as a physician extender within the healthcare team, operating in a remote capacity. In this role, the RN will support providers by: - Efficiently managing Electronic Health Records (EHR) - Addressing patient inquiries - Delivering clinical guidance to ensure optimal patient care This position involves: - Responding to calls for a multi-state nurse triage telephone service - Managing inbound and outbound patient calls - Triage patient needs - Conducting follow-ups - Facilitating effective communication among healthcare professionals and patients Qualifications - Bachelor’s or Associate’s Degree in Nursing - Minimum of 2-4 years of full-time clinical experience as a Registered Nurse, preferably in areas such as ER/Urgent Care, Adult, Pediatric, OB/GYN, Orthopedic, Ambulatory Care, Home Health, or ICU - Previous telephone triage experience using electronic triage systems Requirements - Track and respond to calls for a multi-state nurse triage telephone service - Provide clinical assessment based on established protocols and triage patients by phone or through patient portal - Provide administrative support and perform clinical tasks such as medication prescription refills - Facilitate referrals and collaborate on addressing prior authorization requests - Participate in Remote Patient Monitoring (RPM) initiatives - Screen and qualify patients for clinical trials - Carry out additional responsibilities as needed to assist the healthcare team Benefits - Teamwork: Demonstrated ability to collaborate effectively with peers, cross-functional teams, and leadership - Leadership: Proactive in stepping up to lead, capable of motivating colleagues, and sharing knowledge for the enhancement of team performance - Customer Service: Exceptional empathy, patience, and active listening skills to understand and address patient needs effectively - Quality: Strong attention to detail in charting, utilizing correct grammar, spelling, and medical terminology - Organization and Time Management: Highly organized, capable of handling and documenting at least four calls per hour during peak times Physical Requirements - Ability to sit for extended periods, talk, and engage in active listening without visual contact with patients - Occasional standing and the use of hands for operating office equipment - Ability to hear in normal range and wear a headset/earpiece - Good visual acuity to read computer screens, scripts, forms, etc. - Able to work remotely at home in a private HIPAA compliant workspace - Able to house company equipment needed to perform job - Broadband Internet Access - Participation (via telephone or video) in staff meetings Work Environment - Able to thrive in a fast-paced environment - Demonstrated capability to maintain professional relationships with diverse personalities - Must be flexible and adaptable to change, managing stress effectively - May require occasional overtime or adjusted start times

Role Description The Administrative Assistant – Finance supports the Finance team with billing and collections activities, invoice processing, contract administration support, mail management, and payment processing. This role requires strong attention to detail, discretion with confidential information, and the ability to manage multiple priorities in a fast-paced, remote environment. Responsibilities and tasks may be modified, added, or reassigned at any time based on business needs. Qualifications - 2+ years of administrative experience (finance, billing, or accounting support preferred). - Strong attention to detail and accuracy with numbers and documentation. - Professional written and verbal communication skills. - Proficiency with Microsoft Office (Excel, Outlook, Word); comfort learning new systems. - Ability to handle confidential information with discretion. - Reliable internet connection and ability to work effectively in a remote environment. - Experience with invoicing/collections and basic accounts receivable workflows (preferred). - Experience working in healthcare, call center, or service-based environments (preferred). - Familiarity with CRM/ticketing tools and/or accounting platforms (e.g., QuickBooks, NetSuite) (preferred). - Exposure to AWS or technical system transitions (support role) (preferred). Requirements - Assist with preparing, issuing, and tracking client invoices. - Support billing reconciliation by reviewing data sources and verifying invoice accuracy. - Maintain organized invoice records and supporting documentation. - Support collection efforts by monitoring aging reports, preparing client follow-ups, and documenting outreach. - Coordinate with internal stakeholders to resolve billing discrepancies and payment delays. - Update notes and status for accounts in tracking logs/systems. - Maintain and update client contract records (renewals, amendments, term updates, and contact changes). - Support contract routing for review/approval and ensure final documents are filed appropriately. - Assist with system updates related to client/account changes (including AWS-related system transitions as assigned). - Gather mail (or coordinate with designated mail service), scan, and route items to appropriate parties. - Prepare deposits and coordinate processing of checks (including documentation and tracking). - Maintain logs of received payments, deposits, and related supporting documents. - Provide administrative support to Finance leadership (scheduling, meeting notes, document preparation). - Support audits and reporting requests by compiling and organizing documentation. - Maintain organized digital filing systems and ensure records retention standards are met. Company Description Call 4 Health is an Equal Opportunity Employer (EEO). We are committed to providing a workplace free of discrimination and harassment and to creating an inclusive environment for all employees.

Position Summary As a Patient Care Representative, you will handle inbound and outbound calls for healthcare clients, schedule and reschedule appointments, verify patient information, and provide assistance based on client protocols. You will play a key role in supporting patients while ensuring HIPAA compliance and maintaining a high standard of customer service. Key Responsibilities - Answer and process all inbound calls in a courteous and professional manner. - Schedule, confirm, or reschedule patient appointments according to client protocols. - Verify patient demographics, insurance, and other key information accurately in the system. - Handle patient inquiries, take and relay complete messages, and escalate urgent calls to appropriate clinical or administrative staff. - Follow account‑specific scripting and protocols; provide clear, compassionate information to patients and clients. - Maintain confidentiality and comply with HIPAA and other healthcare regulations. - Document all call activity accurately and completely in the designated system(s). - Meet or exceed performance metrics such as call quality, average handle time (AHT), adherence, and patient satisfaction/CSAT. - Identify and report trends, potential issues, and opportunities for process improvement to leadership. Qualifications - High school diploma or equivalent. - 1+ years of call center or customer service experience (healthcare experience a plus). - Strong verbal and written communication; active listening and empathy under pressure. - Ability to multitask, stay organized, and work in a fast‑paced environment. - Proficiency with telephony systems; experience with Genesys Cloud CX (Web Agent) strongly preferred. - Familiarity with call center technologies, EHR/EMR software, and Microsoft Office/Google Workspace. - Bilingual (Spanish/English or other languages) preferred. - Knowledge of medical terminology or insurance verification is a plus. - Reliable attendance, accountability, and openness to feedback and coaching. Tools & Equipment Computer with reliable high‑speed internet, headset, and access to telephony/ACD, EHR/EMR, CRM, QA, and workforce tools; standard office applications (email, spreadsheets, word processing). Remote Work Expectations - Maintain a distraction‑free, noise‑controlled work environment; professional conduct on calls at all times. - Camera‑on participation for training and meetings, as requested by leadership. - Adhere to dress code expectations (e.g., scrubs for agents; business casual for leaders) when applicable. - Follow security and privacy standards when accessing systems and handling PHI. Performance & Development - Achieve quality assurance and KPI goals (e.g., QA score, AHT, adherence, CSAT). - Participate in training, booster sessions, and cross‑training as assigned. - Contribute to a positive, team‑oriented culture; support peers and accept coaching. Physical Requirements Prolonged periods of sitting and computer use; frequent talking and listening on the phone. Occasional standing, bending, or reaching. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Work Environment Professional remote work environment requiring flexibility, adaptability to change, and the ability to manage stress while maintaining excellent patient service. Equal Opportunity & Disclaimer We are an equal opportunity employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required; duties may change at any time with or without notice.

Position Summary As a Patient Care Representative, you will handle inbound and outbound calls for healthcare clients, schedule and reschedule appointments, verify patient information, and provide assistance based on client protocols. You will play a key role in supporting patients while ensuring HIPAA compliance and maintaining a high standard of customer service. Key Responsibilities - Answer and process all inbound calls in a courteous and professional manner. - Schedule, confirm, or reschedule patient appointments according to client protocols. - Verify patient demographics, insurance, and other key information accurately in the system. - Handle patient inquiries, take and relay complete messages, and escalate urgent calls to appropriate clinical or administrative staff. - Follow account‑specific scripting and protocols; provide clear, compassionate information to patients and clients. - Maintain confidentiality and comply with HIPAA and other healthcare regulations. - Document all call activity accurately and completely in the designated system(s). - Meet or exceed performance metrics such as call quality, average handle time (AHT), adherence, and patient satisfaction/CSAT. - Identify and report trends, potential issues, and opportunities for process improvement to leadership. Qualifications - High school diploma or equivalent. - 1+ years of call center or customer service experience (healthcare experience a plus). - Strong verbal and written communication; active listening and empathy under pressure. - Ability to multitask, stay organized, and work in a fast‑paced environment. - Proficiency with telephony systems; experience with Genesys Cloud CX (Web Agent) strongly preferred. - Familiarity with call center technologies, EHR/EMR software, and Microsoft Office/Google Workspace. - Bilingual (Spanish/English or other languages) preferred. - Knowledge of medical terminology or insurance verification is a plus. - Reliable attendance, accountability, and openness to feedback and coaching. Tools & Equipment Computer with reliable high‑speed internet, headset, and access to telephony/ACD, EHR/EMR, CRM, QA, and workforce tools; standard office applications (email, spreadsheets, word processing). Remote Work Expectations - Maintain a distraction‑free, noise‑controlled work environment; professional conduct on calls at all times. - Camera‑on participation for training and meetings, as requested by leadership. - Adhere to dress code expectations (e.g., scrubs for agents; business casual for leaders) when applicable. - Follow security and privacy standards when accessing systems and handling PHI. Performance & Development - Achieve quality assurance and KPI goals (e.g., QA score, AHT, adherence, CSAT). - Participate in training, booster sessions, and cross‑training as assigned. - Contribute to a positive, team‑oriented culture; support peers and accept coaching. Physical Requirements Prolonged periods of sitting and computer use; frequent talking and listening on the phone. Occasional standing, bending, or reaching. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Work Environment Professional remote work environment requiring flexibility, adaptability to change, and the ability to manage stress while maintaining excellent patient service. Equal Opportunity & Disclaimer We are an equal opportunity employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required; duties may change at any time with or without notice.

Role Description The Implementation Coordinator supports the onboarding and implementation of new client accounts in a fully remote call center environment. This position is a developmental role designed to learn all major functions of the Implementation Specialist position while assisting with implementation timelines, training logistics, documentation, readiness tracking, and communication across departments. The Coordinator works closely with the Implementation Specialist, Client Relations, Performance Development, Operations, and other internal teams to help ensure each implementation is organized, on schedule, and ready for a smooth transition into production. - Support the Implementation Specialist with new account onboarding and implementation activities from kickoff through account handoff. - Assist in coordinating implementation timelines, deliverables, follow-up items, and internal deadlines. - Help prepare, organize, update, and distribute training materials, job aids, account guides, scripts, and other implementation resources. - Coordinate virtual training schedules, meeting invitations, attendance tracking, and related implementation logistics for remote learners and internal stakeholders. - Maintain implementation trackers, training records, assessment results, completion logs, and other related documentation in an accurate and timely manner. - Document trainee grades, quiz results, completion data, and other implementation-related records in designated trackers, drives, or systems. - Support account readiness by helping track setup items such as access requests, logins, materials readiness, and other pre-launch needs; escalate issues as appropriate. - Help maintain version control for implementation documents, SOPs, checklists, training materials, and shared folders or drives. - Assist with process documentation, protocol organization, and account setup preparation to support a smooth implementation process. - Send follow-up communications, track open items, and help keep Client Relations, Performance Development, Operations, and other teams aligned on deliverables and deadlines. - Shadow implementation meetings, planning sessions, and training activities to build working knowledge of all major Implementation Specialist functions. - Assist with updates to account-specific content and support refresher training, continuing education, or implementation follow-up as assigned. - As skills develop, assist with leading portions of training, implementation tasks, or account transition activities under guidance. - Help monitor implementation progress and proactively raise concerns related to delays, missing information, readiness risks, or training issues. - Support successful handoff of newly implemented accounts to Team Leads, Performance Development team members, and Operations. - Cross-train in all major duties of the Implementation Specialist role with the expectation of progressively taking on increased responsibility over time. - Perform other duties as assigned based on department, client, and company needs. Qualifications - Strong communication and customer service skills. - Strong organization, follow-up, and time management skills. - Ability to coordinate multiple tasks, deadlines, and stakeholders at the same time. - Strong attention to detail and documentation accuracy. - Ability to learn new processes, systems, and implementation functions quickly. - Comfort working with internal teams and external contacts in a professional manner. - Receptive to feedback, coaching, and ongoing development. - Ability to adapt to change and shift priorities as business needs evolve. - Strong written communication, grammar, spelling, and data entry skills. - Intermediate Microsoft Office skills, including Word, Outlook, and PowerPoint; basic to intermediate Excel preferred. - Experience with virtual meeting platforms, shared drives, trackers, and training documentation is preferred. - Positive attitude, dependable attendance, accountability, and collaboration. Requirements - Associate degree in Communication, Business Administration, Education, Healthcare Administration, or a related field preferred. - 1–3 years of experience in administrative support, training coordination, onboarding, client support, project coordination, customer service, or call center operations preferred. - Prior healthcare, client service, training support, or implementation support experience preferred. - Experience in a remote workforce, virtual training environment, or call center setting is a plus. Benefits - Maintain confidentiality of company, client, employee, and patient-related information in accordance with company policy and applicable privacy and security requirements. - Handle implementation materials, training content, and access-related information with a high level of discretion and professionalism. Physical Requirements - While performing the duties of this job, the employee is frequently required to sit for extended periods of time and use hands to operate a computer, keyboard, phone, and other office equipment. - The employee must be able to communicate effectively, comprehend verbal and written information, and occasionally stand, walk, stoop, kneel, or crouch as needed. - Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Work Environment - Fully remote position requiring reliable high-speed internet and a professional home office or workspace suitable for virtual meetings and training support. - Must be comfortable supporting virtual training sessions, multiple systems, and frequent communication across departments in a fast-paced remote call center environment. - Must be able to work independently, remain organized, and manage competing priorities with limited direct supervision. - Role may require flexibility to support implementation training, launches, or account activity outside standard business hours based on client or operational needs. - Must be able to maintain professional working relationships with various personalities and adapt to changing priorities, timelines, and business demands. Disclaimer This job description may be revised, updated, or modified with or without notice based on department, client, or company needs.

Role Description The Licensed Practical Nurse (LPN) will play a crucial role within the Call4Health care team, operating in a remote capacity. In this role, LPN will support Call4Health clients by efficiently managing Electronic Health Records (EHR) and patient portals. In addition, the LPN will provide patient education, troubleshoot Remote Patient Monitoring (RPM) equipment and results, counsel patients with chronic diseases, follow up with patients in between provider visits, and refill medications per protocol. The LPN will follow established protocols in order to facilitate effective communication among healthcare professionals and patients, ultimately enhancing patient outcomes and relieving provider stress. Duties and Responsibilities - Monitor Physician EHR inboxes and patient portal requests and perform tasks within LPN scope of practice, responding to patient inquiries according to established protocols. - Refill prescription requests by established protocols, notify providers, and ensure patient care tasks are completed for critical results, coordinating follow-up care post-discharge or post-operative. - Facilitate referrals and collaborate on addressing prior authorization requests that require clinical consultation, assisting with requests from other agencies such as hospitals, Public Health departments, nursing homes, funeral homes, and Departments of Labor or Motor. - Manage Remote Patient Monitoring (RPM) results by tracking patients' real-time disease results and delivering education on managing chronic diseases such as diabetes, hypertension, and COPD. - Medically screen and qualify patients for clinical trials, performing follow-ups and patient education. - Carry out additional responsibilities as needed to assist the healthcare team and enhance the delivery of patient care. Qualifications - Licensed Practical Nurse. - 5+ years of full-time clinical experience as an LPN, particularly in primary care for adult, pediatric, and geriatric patients. Experience in OB/GYN, Orthopedic, Ambulatory Care, or Home Health is also preferred. - Experience using at least two electronic health record (EHR) systems is required. - An active unencumbered e-NCL or Enhanced Nurse Licensure Compact license; additional non-compact state licensure would be considered an asset. Candidates should also be willing to obtain additional licenses at the company’s request. Qualifications & Skills - Teamwork: Demonstrated ability to collaborate effectively with peers, cross-functional teams, and clients. - Leadership: Proactive in stepping up to lead when necessary, capable of motivating colleagues, helping to troubleshoot problems, and sharing knowledge for the enhancement of the team. - Customer Service: Exceptional empathy, patience, and active listening skills to understand and address patient needs. - Quality: Strong attention to detail in charting, utilizing correct grammar, spelling, and medical terminology to ensure complete and accurate patient records. - Organization & Time Management: Highly organized, capable of handling and documenting tasks, delegating to others where possible, and providing thorough communications to providers, patients, and staff. Physical Requirements - The employee must be able to sit for extended periods, talk, and engage in active listening without visual contact. - Occasional standing and the use of hands for operating office equipment are required, with infrequent stooping, kneeling, or crouching. - Ability to hear in normal range and wear a headset/earpiece. - Good visual acuity to read computer screens, scripts, and forms. - Able to work remotely at home in a private HIPAA compliant workspace. - Able to house company equipment needed to perform the job. - Broadband Internet Access. - Participation (via telephone or video) in staff meetings. - Able to thrive in a fast-paced environment. - Demonstrated capability to maintain professional relationships with diverse individuals. - Must be flexible and adaptable to change, managing stress. - May require occasional overtime or adjusted starting hours.

Role Description The Licensed Practical Nurse (LPN) will play a crucial role within the Call4Health care team, operating in a remote capacity. In this role, LPN will support Call4Health clients by efficiently managing Electronic Health Records (EHR) and patient portals. In addition, the LPN will provide patient education, troubleshoot Remote Patient Monitoring (RPM) equipment and results, counsel patients with chronic diseases, follow up with patients in between provider visits, and refill medications per protocol. The LPN will follow established protocols in order to facilitate effective communication among healthcare professionals and patients, ultimately enhancing patient outcomes and relieving provider stress. Duties and Responsibilities - Monitor Physician EHR inboxes and patient portal requests and perform tasks within LPN scope of practice, and respond to patient inquiries according to established protocols. - Refill prescription requests by established protocols, notify providers and ensure patient care tasks are completed for critical results, and coordinate follow-up care post-discharge or post-operative. - Facilitate referrals and collaborate on addressing prior authorization requests that require clinical consultation, while also assisting with requests from other agencies such as hospitals, Public Health departments, nursing homes, funeral homes, and Departments of Labor or Motor. - Manage Remote Patient Monitoring (RPM) results by tracking patients' real-time disease results and delivering education on managing chronic diseases such as diabetes, hypertension, and COPD. - Medically screen and qualify patients for clinical trials. Perform follow-ups and patient education. - Carry out additional responsibilities as needed to assist the healthcare team and enhance the delivery of patient care. Qualifications - Licensed Practical Nurse - 5+ years of full-time clinical experience as an LPN, particularly in primary care for adult, pediatric, and geriatric patients. Experience in OB/GYN, Orthopedic, Ambulatory Care, or Home Health is also preferred. - Experience using at least two electronic health record (EHR) systems is required. - An active unencumbered e-NCL or Enhanced Nurse Licensure Compact license; additional non-compact state licensure would be considered an asset. Candidates should also be willing to obtain additional licenses at the company’s request. Requirements - Teamwork: Demonstrated ability to collaborate effectively with peers, cross-functional teams, and clients. - Leadership: Proactive in stepping up to lead when necessary, capable of motivating colleagues, helping to troubleshoot problems, and sharing knowledge for the enhancement of the team. - Customer Service: Exceptional empathy, patience, and active listening skills to understand and address patient needs. - Quality: Strong attention to detail in charting, utilizing correct grammar, spelling, and medical terminology to ensure complete and accurate patient records. - Organization & Time Management: Highly organized, capable of handling and documenting tasks, delegating to others where possible, and providing thorough communications to providers, patients, and staff. Physical Requirements - The employee must be able to sit for extended periods, talk, and engage in active listening without visual contact. - Occasional standing and the use of hands for operating office equipment are required, with infrequent stooping, kneeling, or crouching. - Ability to hear in normal range and wear a headset/earpiece. - Good visual acuity to read computer screens, scripts, and forms. - Able to work remotely at home in a private HIPAA compliant workspace. - Able to house company equipment needed to perform job. - Broadband Internet Access. - Participation (via telephone or video) in staff meetings. - Able to thrive in a fast-paced environment. - Demonstrated capability to maintain professional relationships with diverse individuals. - Must be flexible and adaptable to change, managing stress. - May require occasional overtime or adjusted starting times.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Team Lead is responsible for supporting day-to-day Patient Access operations in a remote call center environment. This includes: - Monitoring real-time performance - Ensuring schedule adherence - Coaching and developing team members - Maintaining quality, productivity, and client/patient experience standards The Team Lead works closely with Floor Managers, Workforce Management (WFM), Quality Assurance (QA), and Training teams to ensure coverage and consistent execution of Call 4 Health policies and client requirements. Qualifications - Associate’s degree in Business Administration, Healthcare Administration, or related field (or equivalent combination of education and experience) - Prior call center or customer service experience required; healthcare call center experience preferred - Previous Team Lead, Supervisor, or equivalent leadership experience preferred Requirements - Monitor real-time production and service levels (queues, wait times, dashboards) and escalate risks to coverage or performance as needed - Support schedule adherence by verifying log-in readiness at shift start, monitoring adherence throughout the day, and coordinating with WFM/Floor Manager to address variances - Provide day-to-day supervision of assigned Patient Access Representatives (PCRs), including coaching, reinforcement of expectations, and recognition - Deliver timely performance feedback on quality, productivity, adherence, and attendance; document coaching discussions per company procedures - Reinforce call quality by ensuring compliance with scripts, verification, and documentation standards; partner with QA/Training for targeted coaching and re-training as needed - Handle escalations from patients or clients professionally and promptly; document outcomes and ensure appropriate follow-up - Maintain accurate records of attendance, tardiness, and schedule variances; ensure employees follow call-out procedures and escalation requirements - Create and manage tickets in the Call 4 Health system; track to resolution and communicate updates to stakeholders - Prepare and provide routine operational updates to the Floor Manager (e.g., attendance trends, performance risks, coaching activity, escalation themes) - Assist with onboarding, mentoring, and shadowing of new hires; reinforce performance expectations and operational standards - Support annual and periodic performance review processes as assigned, including collection of performance data and documented feedback - Perform other duties as assigned based on department, client, or company needs Supervisory Responsibilities - Provide day-to-day guidance, coaching, and performance oversight for up to approximately 15 employees (or as assigned) - Assist with selection, onboarding, training reinforcement, and performance assessment in partnership with the Floor Manager Knowledge, Skills, and Abilities - Strong written and verbal communication skills; professional customer service presence - Ability to coach, motivate, and hold employees accountable while maintaining a respectful, supportive approach - Ability to multitask and prioritize in a fast-paced, real-time production environment - Proficient with computers and business systems; able to navigate multiple applications simultaneously (phone system, EHR/client portals, ticketing, reporting) - Data-driven approach: ability to interpret reports and metrics and translate them into coaching actions and operational improvements - Dependable attendance and punctuality; consistent adherence to schedules and operational needs - Team-oriented, receptive to feedback, and committed to continuous improvement Tools and Equipment Used - Computer (word processing, spreadsheets, email, database/web applications) - Phone/softphone and headset - Printer/scanner (as applicable) - Other standard office or remote work equipment Remote Work Requirements - Maintain a private, professional, distraction- and noise-free workspace to protect confidentiality and support call quality - Ensure calls cannot be overheard by others; follow all confidentiality and security procedures for systems and data access - Be camera-ready for required trainings and meetings - Comply with dress code requirements for the role (business casual for Team Leads, unless otherwise directed) Physical Requirements - Frequent sitting for extended periods; talking, hearing, and viewing computer monitors - Occasional standing or walking; use of hands for keyboarding and operating office equipment - Ability to communicate effectively via phone and video conferencing Work Environment - Fast-paced, metrics-driven call center environment (remote and/or office) with frequent changes based on client and business needs - Ability to maintain professional working relationships with individuals of varying personalities and communication styles - Ability to manage stress and respond calmly to escalations and shifting priorities Disclaimer This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications. It may be modified at any time, with or without notice, based on department, client, and/or company needs.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Performance Development & Training Specialist designs, delivers, and reinforces training and performance development for frontline teams in a remote healthcare call center. This role partners closely with Operations, Quality Assurance (QA), Workforce Management (WFM), and Client Services to improve proficiency, drive consistency, and enhance the patient experience. Quality Assurance experience is preferred and may be leveraged to support calibration, trend analysis, and targeted coaching plans. Essential Functions - Training Delivery & Facilitation - Facilitate new-hire onboarding, nesting support, and ongoing training for assigned programs (voice/chat/email), including role-plays, mock calls, and knowledge checks. - Deliver live training sessions via Microsoft Teams and support asynchronous learning through job aids, knowledge articles, and micro-learning content. - Create and maintain training materials (presentations, guides, scripts, checklists) with clear version control in SharePoint. - Coordinate training schedules, communications, attendance tracking, and follow-ups using Outlook calendar invites and Teams channels. - Performance Development & Coaching - Provide structured coaching to improve agent behaviors and outcomes (e.g., empathy, call control, verification, documentation quality, de-escalation). - Use performance metrics and documented observations to build individualized development plans (IDPs) with defined goals and timelines. - Lead small-group huddles and refresher trainings based on recurring knowledge gaps and operational needs. - Document coaching interactions, commitments, and progress in designated systems, maintaining audit-ready records. - Knowledge Management & Content Maintenance - Maintain current SOPs, scripts, and quick-reference resources. - Translate operational and client updates into clear agent behaviors and training content. - Partner with Operations and Client Services to capture changes and ensure timely communication and training deployment. - Support standardization by maintaining templates and ensuring materials are accessible and current in SharePoint. - Ticketing, Requests & Project Tracking - Manage training and performance support requests through Zendesk, including triage, assignment, status updates, and resolution documentation. - Track recurring issues and root causes identified through ticket trends; recommend training interventions to reduce repeat defects. - Use Asana (preferred) to manage training projects, deadlines, dependencies, and cross-functional deliverables. - Quality (Preferred) & Continuous Improvement Support - Leverage QA trends (as applicable) to identify defect drivers and tailor coaching and refresher training plans. - Support calibration sessions and scoring alignment efforts; reinforce expected behaviors and documentation standards. - Monitor post-training improvement and adjust content or cadence based on results. - Compliance, Privacy & Security - Model strict HIPAA/PHI handling and ensure training reinforces privacy, security, and minimum-necessary standards. - Maintain confidentiality of patient, client, and employee information. - Escalate potential compliance risks and critical errors promptly to PD leadership and Operations. - Operational Support (As Needed) - Partner with WFM and Operations on readiness planning, skilling recommendations, and training-related coverage impacts. - Provide limited frontline support during high-volume periods, as assigned, to support service levels. Qualifications - High school diploma or equivalent required; Associate’s or Bachelor’s degree in education, communications, business, healthcare administration, or related field preferred. - 2+ years of experience in training, coaching, performance development, or contact center leadership (healthcare environment preferred). - Proficiency in Microsoft 365, including Outlook, Teams, and SharePoint. - Experience using Zendesk (or comparable ticketing system) to manage requests and track work. - Strong written communication and instructional writing skills (SOPs, job aids, scripts). - Ability to analyze performance data and translate insights into training and coaching action plans (Excel/Sheets). - Working knowledge of HIPAA and basic healthcare terminology. Preferred Qualifications - QA/call scoring experience (calibration, trend analysis, defect reduction). - Experience with Asana or similar project management tools. - EMR experience (navigation, documentation workflows, end-user support) and/or training staff on EMR processes. - Healthcare patient access, nurse triage support, or medical answering service experience. - Bilingual (English/Spanish). Core Competencies - Facilitation excellence: Engaging delivery, clear pacing, and strong virtual classroom management. - Coaching mindset: Direct, empathetic feedback with measurable expectations and follow-through. - Operational rigor: Uses cadences, checklists, and documentation standards to drive consistency. - Cross-functional collaboration: Partners effectively with Operations, QA, WFM, and Client Services. - Continuous improvement: Identifies root causes, tests interventions, and re-measures outcomes. - Technical confidence: Quickly learns systems and maintains organized, version-controlled assets. Key Performance Indicators (Representative) - Training completion rates and on-time refresher completion. - Time-to-proficiency for new hires (nesting exit and ramp-to-target). - Post-training performance improvement (QA scores, documentation accuracy, reduced escalations). - Zendesk SLA adherence and reduction in repeat ticket categories. - Coaching cadence completion and documentation quality. Working Conditions & Physical Requirements - Fully remote role requiring a secure, private workspace and reliable high-speed internet. - Extended computer and headset use; prolonged sitting and keyboarding. - Schedule flexibility may be required to support multiple shifts, including occasional evenings or weekends. - Must follow device security requirements (e.g., screen lock, patching, MFA, VPN if applicable). Equal Employment Opportunity & Accommodation Call 4 Health is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other protected status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Disclaimer This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties and priorities may change at any time based on business needs, client requirements, or organizational priorities.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Call 4 Health, Inc. is seeking a Workforce Management Manager to optimize performance and efficiency within our Nurse Triage and Patient Access Operations contact center. This role is primarily responsible for forecasting demand and capacity, building schedules, managing real-time performance, and producing reporting and analytics that drive operational decisions and improve the client experience. The Workforce Management Manager will partner closely with Nurse Triage and Patient Access Operations, HR, Leadership, and Finance to improve service levels, workforce utilization, and care access while supporting a high-performing, compassionate-focused team. Primary Responsibilities - Forecasting, Capacity Planning, and Scheduling - Build and own long-term and short-term capacity models to forecast call volume, staffing needs, and coverage requirements based on historical trends, seasonality, and business changes. - Build and maintain accurate volume forecasts using historical data, seasonality, and business drivers to predict contact demand across all supported channels. - Translate forecasts into hourly and daily staffing requirements to achieve service level targets and operational goals. - Create and maintain schedules that meet service level targets, operational coverage needs, and business priorities. - Manage PTO requests, schedule changes, and exceptions while balancing forecasted capacity and SLA goals. - Real-Time Performance and Intraday Management - Monitor real-time staffing, queue performance, and agent adherence, and recommend or implement intraday staffing adjustments. - Identify and escalate service level risks, staffing gaps, and unexpected volume changes, and partner with operations leaders on same-day action plans. - Support queue management decisions such as overtime, voluntary time off, skill moves, break or lunch adjustments, and coverage reallocations as needed. - Reporting, Analytics, and Optimization - Track and report key workforce and contact center metrics, including service level, ASA, abandonment rate, AHT, occupancy, shrinkage, adherence, forecast accuracy, and staffing variance. - Produce recurring workforce reporting and analytics that support operational decisions, leadership visibility, and client experience improvements. - Deliver insights and recommendations to improve efficiency, optimizing staffing, reducing bottlenecks, workforce utilization, and operational consistency. - Support performance improvement initiatives across workflows, staffing models, reporting accuracy, and workforce process execution. - Cross-Functional Partnership - Partner closely with Nurse Triage and Patient Access Operations, Quality, and Training to support ongoing optimization and continuous improvement efforts. - Partner with Finance to establish, analyze, and understand over or under staffing against targets, budgets, and forecast assumptions. - Collaborate with HR and Leadership on workforce planning needs tied to hiring, attrition, training ramp-up, and service delivery expectations. - Partner with IT and reporting teams as needed to validate data sources, queue structures, and system changes that affect workforce planning. - Process, Standards, and Documentation - Maintain workforce planning documentation, reporting standards, and operational best practices. - Help standardize workforce management processes across Nurse Triage and Patient Access functions. - Perform other duties as assigned. Core Metrics This Role Owns or Reports - Service Level - Abandonment Rate - Average Handle Time (AHT) - Occupancy and Utilization - Shrinkage - Adherence and Conformance - Forecast Accuracy (volume and staffing) - Staffing Variance (over or under plan) - Schedule Efficiency and Coverage Gaps Qualifications - 5+ years of workforce management experience in a call center environment. - Management experience leading or overseeing workforce planning, scheduling, or intraday functions. - Bachelor's degree in Business, Analytics, Operations, Healthcare Administration, or related field (or equivalent experience). - Experience supporting remote and or 24/7 contact center operations. - Strong analytical skills with a proven ability to translate data into operational improvements. - Advanced Excel proficiency and experience building reports and dashboards. - Excellent communication and cross-functional collaboration skills. - Ability to manage multiple priorities in a fast-paced environment. - Required hands-on experience with Calabrio and AWS (contact center analytics and WFM tools). - Experience in healthcare environments. - Experience in remote working environments. Preferred Qualifications - Experience with Amazon Connect (AWS) data, queue routing performance, or contact center reporting. - Experience with BI and reporting tools such as Power BI, Tableau, or SQL for data extraction and dashboarding. - Experience working in a multi-skill, multi-queue environment. Key Competencies - Forecasting and capacity planning - Scheduling strategy and optimization - Real-time or intraday decision-making - Workforce analytics and reporting - Service level management - Cross-functional collaboration - Leadership, accountability, and follow-through Work Environment - Fully remote position with reliable high-speed internet and a professional home office setup. - Must be able to work extended hours as needed to support operational demands, launches, or service issues. - Ability to work at a computer for extended periods and manage multiple systems simultaneously. Compliance and Confidentiality This role works in a healthcare-support environment and must maintain confidentiality of patient, employee, and company information in accordance with company policy and applicable privacy and security requirements. Equal Opportunity Statement Call 4 Health is an equal opportunity employer and makes employment decisions based on business needs, job requirements, and individual qualifications.