Summary: The Contact Center Specialist will serve as the gateway to appointment scheduling and telephone access to primary care, dental, health and other services provided by Heartland Health Centers. The individual in this position will support the mission, vision, and values of Heartland Health Centers, and will comply with all relevant policies, procedures, guidelines, and all other regulatory standards. Individual accountabilities and adherence to call center metrics will be established through the development of annual Success Objectives, within the framework outlined below. Essential Duties and Responsibilities: Healthcare - Handle incoming patient inquiries in a timely manner utilizing proper workflows and protocols. - Capture and update pertinent patient information (demographics, insurance etc.) and input into EMR. - Handle sensitive medical information by adhering to HIPAA guidelines. - Educate patients on patient responsibilities, services, sliding fee scale, health center site information and any requirements for scheduling or appointment changes. - Assists in coordination of interpretation services for patients as needed. - Assess and Identify calls that may need triaging to Nurse, Provider or Manager. - Assist patients with medical concerns and inquiries for medical, dental, behavioral health etc. this includes scheduling, data capture, triaging, registering and or routing calls to the appropriate sites or departments. - Maintain a good understanding of the interworking’s of HHC. - Provide essential support to the clinical and integrated sites. - Maintains a strong familiarity of insurance plans, sliding fee schedules for medical and dental. Contact Center - Performs Call Center agent functions, politely and promptly answers and accurately directs incoming calls from patients, community organizations, healthcare organizations, and other external parties. - Maintains established individual call center metric goals relative to Average Handle Time (AHT), Average Speed of Answer (ASA) and team goals pertinent to Call Abandonment (ABN) Service Level expectations. Utilize Phone and Call Center technology to perform daily tasks and maintain contact center quality standards and goals. - Utilize call handling and customer service techniques (AIDET) to deliver quality service to our patients. - Performs moderate to high volume of data entry. - Other duties may be assigned. Highlights: - This role is eligible for “work from home” arrangements. - The Contact Center position provides scheduling and appointment services to our entire organization. - Previous call center or healthcare experience is preferred, but NOT required. Qualifications: Education and/or Experience: - High School Diploma (or equivalent) and three years of related experience or - Associates degree and one year of related experience. - Prior experience in a healthcare related field or social service agency preferred. Language Skills: - Proficiency in a second language may be required. - Excellent written, oral, and interpersonal communication skills necessary to interact with all levels of internal and external publics, to convey information, manage difficult situations, and represent HHC in the most favorable manner. Competencies: - Ability to use electronic technology to receive, organize and transmit information. - Comprehension of and appropriate use of medical terminology and new developments in health care delivery systems. - Versatility in terms of language skills; specifically, a good command of standard English as well as a sensitivity and respect for accents, dialects and other languages. - Possess effective communication, service and problem-solving skills. - Experience working in a fast-paced environment with constantly changing priorities. - Proven track record of reliability and demonstrates the importance of good attendance, schedule adherence and maintaining a positive work environment. - Ability to maintain compliance guidelines utilizing organizational policies and procedures. - Meets individual and team goals with respect to contact center metrics. - Takes responsibility to go above and beyond and build relationships with co-workers, providers, and patients. - Embraces the values of Heartland Health Centers. Benefits: Tapestry 360 Health offers a comprehensive benefits package including health insurance, dental insurance, retirement savings plans, paid time off, continuing education support and eligibility for the Public Service Loan Forgiveness (PSLF) program. Pay Transparency: The salary range for this position is $20.00 - $29.50 per hour. Actual compensation will be determined based on factors including, but not limited to, relevant experience, qualifications, internal equity, and organizational needs. EEO Statement Tapestry 360 Health is an equal opportunity employer. We make employment decisions without regard to race, color, religion, age, sex, gender identity or expression, sexual orientation, national origin, ancestry, disability, genetic information, veteran or military status, marital or parental status, arrest or conviction record (as permitted by law), receipt of an order of protection, use of protected leave (including FMLA and VESSA), or any other status protected by applicable law. American with Disabilities Act (ADA) Statement Tapestry 360 Health complies with the Americans with Disabilities Act (ADA) and provides reasonable accommodations to qualified applicants and employees with disabilities. If you need assistance or an accommodation during the application or hiring process, please contact Human Resources.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Impruvon is seeking a Training Specialist to support Massachusetts IDD providers participating in the MAP program. This individual will serve as the primary training lead responsible for ensuring providers are fully trained, compliant, and operationally prepared to meet MAP program requirements using Impruvon’s platform. - Deliver comprehensive, role-based training to Impruvon end users to ensure successful adoption and compliant use of the Impruvon platform. - Ensure training reinforces compliance with MAP reporting, documentation accuracy, audit preparedness, and quality incentive requirements. - Maintain active MAP Trainer certification (or obtain certification within established timeframe). - Translate MAP regulatory and performance requirements into clear, operational workflows within the Impruvon platform. - Design structured, role-based training curricula for administrative and staff roles. - Develop and maintain high-quality training materials, including: - Instructor-led presentations - Facilitator guides - End-user documentation - Compliance-focused job aids - FAQs - Self-service and on-demand training modules - Update materials proactively to reflect MAP program updates, regulatory changes, and product enhancements. - Conduct in-person and virtual training sessions during new provider onboarding, program expansion, and product updates. - Support providers in integrating MAP requirements into day-to-day documentation and workflow processes. - Identify adoption gaps and compliance risks in partnership with the Customer Success team. - Reinforce best practices for data integrity, quality measure tracking, and performance reporting. - Collaborate with Massachusetts Customer Success Managers to: - Assess provider readiness and training needs - Support implementation timelines - Reinforce accountability around MAP performance measures - Partner with MAP State Agency leads, CSMs, and Impruvon Product team to ensure training content aligns with system functionality and regulatory intent. - Gather provider feedback to strengthen training effectiveness and usability. - Monitor training outcomes and adoption metrics to identify improvement opportunities. - Contribute to scalable training frameworks that support consistent MAP compliance across providers. - Serve as a subject matter expert on MAP workflows within the Impruvon platform. Qualifications - MAP Certified Trainer or willingness to obtain certification upon hire (required). - Experience designing and delivering training curricula for end users of a healthcare SaaS platform. - Experience building and maintaining comprehensive training materials (presentations, documentation, FAQs, job aids, self-service resources). - Experience conducting structured training sessions both in-person and virtually. - Strong understanding of healthcare documentation standards and compliance-driven workflows. - Excellent written and verbal communication skills with the ability to translate regulatory requirements into practical guidance. - Ability to collaborate cross-functionally within a Customer Success organization. - Ability to travel up to 30% within Massachusetts to support on-site provider training and onboarding. - Experience working with Massachusetts IDD providers and/or familiarity with EOHHS departments. - Experience supporting value-based care initiatives or quality incentive programs. - Background in healthcare operations, compliance, quality management, or healthcare IT. - Familiarity with adult learning principles and instructional design methodologies. - Experience preparing organizations for audits, reporting requirements, or performance reviews. Benefits - $75,000 - $90,000 per year based on experience - Competitive compensation aligned with experience - Health, dental, and vision insurance - Flexible PTO and holidays - Flexible work environment with opportunities for remote work - Professional development and learning opportunities - A mission-driven culture where your work directly impacts lives

Title: Global Customer Success Coordinator Department: Ministry Technology Sub-Department: Bible Platforms Reports to: Product Manager, AVTT FLSA Status: Exempt Job Summary: The Global Customer Success Coordinator reports directly to the Product Manager for Audio Video Translation Tool (AVTT) and supports the successful adoption and day-to-day use of the tool by global translation teams. This role blends hands-on training, trainer network development, workflow coaching, documentation, training media production, and product advocacy. This role focuses on execution and enablement across customer onboarding, training delivery, trainer support, documentation maintenance, and post-training follow-up. For many translation teams, you will be the primary – and sometimes only – human face of AVTT. Through training, support, and ongoing engagement, you will help organizations understand how AVTT fits into OBT, multimodal translation, and CBBT workflows, while reinforcing the product’s intended use and direction. The Coordinator regularly interacts with translation teams, consultants, and partner organizations, helping them learn and apply AVTT within established workflows. Insights gathered from the field are documented and shared with the Product Manager and development team to inform product decisions. International travel is required approximately 2–8 times per year, with each trip potentially lasting up to two weeks, based on training and partner engagement needs. About AVTT AVTT (Audio Video Translation Tool) is a browser-based multimodal and oral translation platform designed to support Oral Bible Translation (OBT) and other multimodal Bible translation workflows. It streamlines the translation process—from resource management to recording—so teams can focus on bringing Scripture to life rather than managing tools and files. AVTT is built for oral-first communities in mind, including those without established writing systems. It enables translation teams to collaborate across oral, textual, and visual modes, with flexible audio and video recording tools (including offline use and later syncing), integrated reference resources, and workflow support for translators, consultants, and community reviewers. AVTT is also uniquely suited to support Church-Based Bible Translation (CBBT), an emerging and innovative model that places local church translators at the heart of the translation process. By integrating oral drafting, consultant checking, community review, and multimodal collaboration, AVTT strengthens both OBT and CBBT workflows, helping communities access Scripture in ways that are sustainable, participatory, and deeply rooted in their linguistic realities. Minimum Spiritual and Personal Commitment: • Demonstrate a personal commitment to Jesus Christ. • Identify with and participate in a Christian church and proactively seek to grow in their Christian faith. • Actively participate in organizational prayer, devotional times, and organization-wide events. • Maintain an exemplary standard of Christian ethics, behavior, and conduct within ABS and in their public and private life outside of ABS and always seek to uphold ABS’ Standards of Conduct and Affirmation of Biblical Community. • Demonstrate Christian maturity in all interactions as displayed by good judgment based on biblical values and principles. • Actively incorporate their faith in all aspects of their daily work. • Demonstrate desire and ability to support organizational biblical and religious goals and participate in regular work-related spiritual activities without reservation. • Have a personal passion for and belief in the Word of God, its ability to transform lives, and the mission of American Bible Society. • Demonstrate alignment with the vision, mission, and values of American Bible Society. Key Responsibilities: • Responsibility 1: Training and Capacity Building o Design and deliver AVTT training for translation teams (in-person and virtual). o Develop clear, culturally adaptable training materials, guides, and workflows. o Train consultants and regional leaders to become AVTT trainers in their Languages of Wider Communication (LWCs). o Produce and update training videos in multiple LWCs. o Provide ongoing coaching and troubleshooting support for teams post-training. o Build scalable training models that empower local ownership and reduce dependency. • Responsibility 2: Product Documentation o Develop and maintain accurate, user-friendly product documentation, including user guides, onboarding materials, and workflow instructions. o Ensure documentation alignment with product updates, new features, and evolving translation workflows, based on Product Manager guidance o Coordinate translation and localization of documentation into key LWCs. o Identify documentation gaps based on user questions and training feedback and propose updates for review. • Responsibility 3: Product Evangelism & External Engagement o Represent AVTT at conferences, workshops, and partner meetings as directed by the Product Manager o Contribute to product evangelism efforts, communicating AVTT’s vision, value, and impact. o Demonstrate how AVTT strengthens OBT, multimodal translation, and CBBT. o Gather and share stories, case studies, and field insights to inspire adoption and foster donor interest. o Build relationships with translation organizations, networks, and training hubs through consistent follow-up and support o Serve as a bridge between field users and the product team, ensuring real-world needs inform product direction. • Responsibility 4: Cross-Team Collaboration o Report directly to the Product Manager for AVTT and meet regularly to align on training strategy, product messaging, and roadmap alignment. o Provide structured, actionable feedback from translation teams to the development team. o Participate in product planning discussions by representing the customer's voice. o Contribute to documentation, onboarding flows, and user experience improvements. • Responsibility 5: International Field Engagement o Travel internationally to conduct training workshops, support translation teams, and strengthen organizational partnerships. o Adapt training and communication styles to diverse cultural and technological contexts. o Assess field readiness, identify training gaps, and recommend strategic interventions to the Product Manager. Qualifications: • Education: o Bachelor’s degree in Business, Communications, Computer Science, or a related field (or equivalent practical experience) o Advanced degree or certification in Product Management, Agile Leadership, or Theology/Ministry is a plus. • Required Experience: Experience in training, facilitation, or capacity building in cross-cultural contexts. Strong communication and presentation skills in English and working proficiency in at least one other Language of Wider Communication (LWC) such as: Spanish, Mandarin, French, Bahasa Indonesian, Swahili, Tok Pisin Ability to learn and teach technical tools with clarity and patience. Willingness to travel internationally approximately 20-30% of the time. Strong organizational, relational, and project management skills. • Preferred Experience & Skills: Background in Bible translation, linguistics, or Scripture engagement. Experience with digital tools for translation, collaboration, education, or media production. Familiarity with adult learning principles and participatory training methods. Experience in product evangelism, community-building, or advocacy roles. Prior work with non-governmental organizations (NGOs), faith-based organizations, or international development initiatives. • Personal Attributes: Passionate about empowering local leaders and strengthening global translation ecosystems. Cross-culturally sensitive, adaptable, and relationally intuitive. Clear communicator who can inspire confidence and adoption. Stewardship-minded, valuing impact, sustainability, and wise resource use. Creative problem-solver who thrives in dynamic, international environments. Key Competencies: All ABS staff must demonstrate the following skills: • Demonstrate desire and ability to support organizational biblical and religious goals and participate in regular work-related spiritual activities without reservation. • Have a personal passion for and belief in the Word of God, its ability to transform lives, and the mission of American Bible Society. • Demonstrate alignment with the vision, mission, and values of American Bible Society. All staff must demonstrate the following skills at a level fitting their role: • Communication Skills: o Complex Communication: Proficient in communicating complex ideas to various stakeholders, both verbally and in writing. • Teamwork and Collaboration: o Collaborative Effort: Works well with others, shares information, and contributes to team goals. • Cultural Competence and Inclusion: o Cultural Awareness: Respects and values diverse backgrounds and perspectives. • Service Orientation: o Service Interaction: Provides courteous and helpful service to service recipients (i.e. Internal & External Customers and Beneficiaries). • Adaptability and Flexibility: o Responsive Adjustment: Adjusts strategies based on new information, remains flexible in dynamic environments. • Time Management and Organization: o Efficient Coordination: Prioritizes tasks, manages multiple projects, and ensures team deadlines are met. • Problem-Solving and Critical Thinking: o Issue Identification: Identifies straightforward problems, proposes solutions and seeks help when needed. • Leadership and Initiative: o Initiative: Takes proactive steps to complete tasks, solve problems and take on new challenges. Physical Demands/Work Environment Physical Demands: Sedentary work. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The role requires close visual acuity to perform an activity such as viewing a computer terminal for extended periods. Ability to travel, navigating unknown situations with travel logistics, and manage stress of travel which may include long periods of sitting, walking, and enduring environmental changes. American Bible Society is committed to providing equal employment opportunities to qualified individuals with disabilities and ensuring a workplace free from discrimination. In accordance with the Americans with Disabilities Act (ADA) and other applicable laws, we will provide reasonable accommodations to qualified individuals with disabilities to enable them to participate in the application process and perform the essential functions of their job. Office Location: Remote Core Hours: 8:30 a.m. - 5:00 p.m. with at least 4 hours overlap with Eastern time Travel Required: Some domestic and significant international travel is required (estimating 2-8 trips per year). Additional Information: • Background Check: Candidates must pass a background check as a condition of employment. This may include criminal history, credit check, and verification of employment and education history. • Reference Checks: Employment is contingent upon satisfactory reference checks. • Eligibility to Work: Candidates must provide proof of eligibility to work in the United States. • Affirmation of Biblical Community: Candidates must sign and agree to uphold the ABS Affirmation of Biblical Community as a condition of employment. American Bible Society is committed to providing equal employment opportunities to all applicants and employees, in accordance with federal, state, and local laws. We believe in the inherent dignity and worth of every individual, created in the image of God, and strive to reflect Christ’s love and justice in our employment practices. We do not discriminate on the basis of race, color, national origin, sex, age, disability, veteran status, genetic information, or any other protected status. Our commitment to diversity and inclusion is rooted in our Christian faith and values, which call us to love and respect all people. As a faith-based organization, we require employees to affirm and uphold our Christian beliefs as a condition of employment. This requirement is consistent with our mission and ensures that our work environment aligns with our core values and deeply held religious principles.

• Client relationship management: Develop and maintain strong, positive relationships with clients to ensure their satisfaction and retention. • Client onboarding: Manage the onboarding process for new clients, ensuring a smooth and efficient transition to our services. • Briefing management: Coordinate and optimize project briefings, ensuring client needs are understood and met by our team. • NPS surveys: Conduct Net Promoter Score (NPS) surveys to assess and continuously improve customer satisfaction. • Continuous improvement: Identify opportunities to enhance processes and the customer experience, implementing proactive improvement strategies. • CRM monitoring: Oversee and optimize CRM usage, both internally and with clients' sales teams. • CRM implementation: Assist clients' sales teams with effective implementation and use of CRM tools. • Vision ADS methodology: Monitor the development and application of our methodology, ensuring it is implemented and followed effectively. • Demand management: Assist in organizing and managing requests from micro clients, ensuring their needs are met efficiently and effectively. • Communication with support teams: Coordinate and follow up with support teams, ensuring projects progress as planned and communicating status to leadership. • Documentation: Manage submission of documents and spreadsheets, ensuring all relevant information is accessible and organized.