Location: India (Remote)
Experience Required: 5+ Years of experience and minimum 6 months in US Healthcare, Clinical Support, or Telehealth preferred
Type: Full Time
Role Description
We seek a Learning & Development Coach to integrate clinical acumen, chat-based patient engagement, and rigorous instructional methodologies within our rapidly expanding healthcare operations. Reporting to the L&D Sr. Manager, you will elevate Optometrist (OD) performance in a chat-first patient model compliant with US healthcare standards, through advanced coaching, content development, and quality assurance.
Principal Responsibilities
Coaching and Capability Enhancement
- Execute comprehensive onboarding and continuous professional development for ODs in chat-based patient consultations.
- Facilitate live coaching, observation sessions, and iterative feedback derived from authentic chat interactions.
- Enhance clinical precision, empathetic communication, and conversion efficacy through bespoke interventions.
- Diagnose competency deficiencies and formulate targeted remedial strategies.
Chat Quality and Performance Optimization
- Evaluate chat transcripts utilizing established assessment frameworks, providing precise, behaviorally anchored feedback.
- Monitor and document performance trajectories across trainee cohorts.
- Collaborate with Operations to correlate training initiatives with quantifiable business outcomes.
Content Development and Learning Management System Integration
- Author training modules, standard operating procedures (SOPs), microlearning assets, recorded sessions, scenario-based exercises, and chat simulations.
- Guarantee clinical accuracy, succinct delivery, and adherence to US healthcare communication protocols.
- Contribute to content audits, versioning, and deployment within Learning Management Systems (LMS), demonstrating proficiency in LMS operations such as module uploading, user tracking, and audit workflows.
Standardization and Regulatory Compliance
- Uphold clinical protocols, US-relevant compliance mandates, and exemplary communication standards.
- Develop and operationalize evaluation rubrics and scoring methodologies.
Strategic Collaboration
- Engage with the L&D Sr. Manager, Operations, and Quality Assurance teams to refine training strategies and ensure enterprise scalability.
Essential Competencies
Functional Expertise
- Exposure in US healthcare or telehealth processes.
- Familiarity with chat-based patient or customer interactions.
- Optometry or clinical workflow knowledge (advantageous).
- Foundational instructional design principles (microlearning, andragogy).
Behavioral Attributes
- Coaching proficiency emphasizing guidance over directive instruction.
- Exemplary written communication for chat-centric environments.
- Meticulous attention to clinical and communicative detail.
- Analytical acumen for discerning performance patterns.
- Demonstrated ownership in dynamic, ambiguous contexts.
Technical Proficiencies (Advantageous)
- Operational understanding of LMS platforms (e.g., content deployment, analytics, and maintenance).
- Experience with quality assurance frameworks, audit protocols, and performance analytics dashboards.
- Competence in content authoring tools (e.g., presentation software, video capture utilities).
90-Day Performance Indicators
- Independently deliver OD onboarding programs.
- Effect measurable elevations in chat quality metrics through coaching.
- Develop and deploy 2–3 reusable LMS modules.
- Exemplify alignment with clinical and communicative benchmarks.
- Establish frameworks for scalable training architecture.
