Job Title: Learning & Development Coach – Clinical Chat Process and Content Development
Location: India (Remote)
Experience Required: Minimum 6 months (US healthcare, clinical support, or telehealth preferred)
Role Overview
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.
Strategic Impact
This position is pivotal in translating clinical excellence into superior digital patient experiences, thereby advancing patient confidence, operational consistency, and organizational objectives including conversion rates, retention, and satisfaction.
