Communication & Voice and Accent Trainer (RCM / US Healthcare)

Communication & Voice and Accent Trainer (RCM / US Healthcare)

Typically 2 to 5 years of experience as a V&A or Language Trainer in an international BPO context (US Healthcare/RCM domain expertise is heavily preferred).

The Communication and V&A Trainer is responsible for developing and enhancing the spoken English, voice modulation, business writing, and professional communication skills of RCM employees. The primary focus is preparing new hires (especially AR Callers) to interact seamlessly with US health insurance companies and healthcare providers, ensuring cultural alignment and standard compliance Key Responsibilities New Hire Training (NHT): Deliver foundational training modules on Voice & Accent (V&A), grammar, American pronunciation, and phonetics. US Culture & Sensitization: Educate team members on US corporate culture, idioms, slang, and time zones to improve caller-to-client relations. Soft Skills Development: Train personnel in active listening, empathy, telephone etiquette, negotiation, and handling difficult calls (e.g., handling insurance claim denials). Quality Auditing & Floor Support: Monitor live or recorded calls to audit language quality, identify Mother Tongue Influence (MTI), and provide targeted feedback. Training Needs Analysis (TNA): Collaborate with Operations and Quality teams to pinpoint performance gaps and run continuous feedback-driven refreshers. Content Creation: Design and update training handbooks, scripts, role-play scenarios, and interactive multimedia presentation modules

Education: Bachelor’s degree in English, Linguistics, Communication, or a related field is preferred.

Language Proficiency: Impeccable command of written and spoken English with a American accent and excellent listening comprehension