Job Title: Communication Skills Trainer

Location: Onsite - Ebloc 3 Bldg, Padriga St., Asiatown IT Park, Lahug, Cebu City

Department: Support - Training Team

Employment Type: Full-Time

Schedule: Shifting Schedule (depending on client needs)

Start Date: ASAP

The Communication Skills Trainer is responsible for delivering training programs focused on developing verbal, listening, interpersonal, and written communication skills among newly hired and existing healthcare associates. The role is essential in ensuring associates are able to confidently and professionally interact with patients, insurance providers, and DME/HME service providers across phone, email, and chat. This trainer ensures that communication quality aligns with client expectations and industry standards, contributing to effective patient engagement and operational excellence.

• Conduct classroom and virtual training sessions focused on communication fundamentals, active listening, empathy, call handling, email etiquette, and chat professionalism.
• Customize learning sessions to address role-specific communication needs (e.g., Intake, VOB, CSR, A/R, Billing).
• Demonstrate best practices through live examples, simulations, role-plays, and real-time feedback.
• Collaborate with instructional designers and process trainers to integrate communication objectives into role-based learning paths.
• Create training decks, learner handouts, evaluation rubrics, and feedback forms.
• Continuously refine content based on learner performance and client feedback.
• Assess communication skills through graded role-plays, mock calls, email/chat writing exercises, and participation in discussions.
• Provide timely coaching and constructive feedback tailored to each trainee’s development area.
• Identify trainees at risk of underperformance and collaborate with the Training Supervisor for additional coaching or remediation.
• Maintain accurate records of trainee attendance, performance evaluations, and training completion.
• Submit end-of-day reports, training summaries, and post-training evaluations to the Training Supervisor or Manager.
• Track common communication gaps across batches and recommend improvements to the curriculum.

• 2-3 years of experience delivering communication or soft skills training in a corporate, BPO, or healthcare outsourcing setting.
• Strong command of spoken and written English; excellent facilitation and interpersonal skills.
• Demonstrated ability to coach and develop individuals with varying communication skill levels.
• Familiarity with healthcare-related communication scenarios (e.g., patient calls, insurance follow-ups, provider inquiries) is a plus.
• Experience using LMS platforms and basic content development/authoring tools (e.g., PowerPoint, Articulate 360).
• Bachelor’s degree in Communication, Education, English, ESL, or a related field preferred.