Communication Trainer – Clinical Academy

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The Communication Trainer – Clinical serves as a communication capability and performance support specialist responsible for strengthening communication effectiveness across the employee lifecycle. The role identifies and addresses communication-related performance gaps through targeted coaching, learning interventions, workshops, refresher sessions, and practical performance-support solutions.

A key focus of the role is the development, enhancement, and maintenance of communication learning materials, assessment tools, job aids, and other resources that support consistent performance across clinical programs. The Communication Trainer also plays a critical role in talent selection by conducting applicant interviews, language-readiness assessments, and communication evaluations to support informed hiring decisions.

The role works closely with Operations, Talent Acquisition, Business Excellence and other stakeholders to translate identified business and performance needs into appropriate communication solutions and to evaluate their effectiveness. Facilitation responsibilities are focused on specialized communication modules, targeted interventions, pilot programs, remediation, and other business-critical learning requirements where communication expertise is needed.

Duties & Responsibilities

Performance Support and Capability Development

• Serves as the communication performance specialist for assigned clinical businesses, providing support across the employee lifecycle from hiring and onboarding through early production and business-as-usual operations.
• Partners with Operations, Business Excellence, Process Training, and other stakeholders to identify and validate communication-related performance gaps using call observations, assessment results, quality findings, performance data, and stakeholder feedback.
• Conducts Training Needs Analysis and performance diagnostics to determine the root cause of identified communication opportunities and recommend the most appropriate intervention.
• Designs and implements targeted performance-support interventions, including individual and group coaching, communication clinics, learning sessions, workshops, refresher sessions, reinforcement activities, and other capability-building solutions.
• Provides coaching and developmental support addressing communication competencies such as listening, probing, thought organization, grammar and vocabulary, pronunciation, tone, rapport, empathy, call control, confidence, written communication, and other role-specific communication behaviors.
• Develops individualized or group development plans based on identified performance gaps and agreed business objectives.
• Provides communication support during process training, nesting, early production, and business-as-usual operations based on identified performance needs.
• Conducts follow-through assessments and post-intervention reviews to determine whether targeted employees demonstrate the expected performance improvement.
• Recommends additional reinforcement, remediation, or other interventions when expected performance outcomes are not achieved.
• Maintains appropriate tracking and governance mechanisms to monitor intervention completion, employee progress, performance movement, and effectiveness of communication initiatives.

Applicant Assessment and Recruitment Support

• Conducts applicant interviews, communication assessments, language checks, and language-readiness evaluations as part of the recruitment and selection process.
• Assesses applicant proficiency in spoken and written English, listening comprehension, grammar and vocabulary, pronunciation, thought organization, interpersonal communication, and other communication competencies required for the target role.
• Applies approved assessment tools, rubrics, proficiency standards, and hiring criteria consistently when evaluating applicants.
• Provides clear, objective, and evidence-based hiring recommendations based on demonstrated applicant performance.
• Completes applicant assessment documentation and reports accurately and within established service-level requirements.
• Identifies applicant communication strengths, development opportunities, and potential readiness risks that may affect success in the target role.
• Partners with Talent Acquisition, Operations, and other stakeholders in the design, validation, and continuous improvement of communication-related recruitment tollgates and assessment processes.
• Participates in interviewer calibration and certification activities to promote consistency and reliability in communication assessments.
• Reviews applicant assessment results and hiring trends to identify recurring communication gaps and recommend appropriate hiring or capability-building actions.
• Ensures confidentiality and appropriate handling of applicant information, interview results, and assessment records.

Learning and Performance-Support Material Development

• Designs, develops, updates, and maintains communication learning materials and performance-support resources aligned with identified employee and business needs.
• Develops learning assets such as facilitator guides, learner materials, presentations, coaching guides, job aids, workshops, assessments, simulations, case studies, practice exercises, audio and video resources, and other appropriate learning tools.
• Translates identified communication performance gaps into practical, role-relevant learning and performance-support solutions.
• Ensures communication materials reflect current business requirements, customer interaction expectations, quality standards, and actual workplace scenarios.
• Reviews and updates existing learning materials based on performance data, stakeholder feedback, process changes, learner results, assessment findings, and emerging business requirements.
• Applies appropriate instructional design principles, learning methodologies, and assessment practices in the development of communication learning solutions.
• Partners with Process Training, Instructional Design, Operations, Quality, and subject matter experts to integrate communication content into relevant learning programs.
• Provides communication content, tools, facilitator guidance, and supporting resources to Process Trainers responsible for primary program delivery.
• Conducts facilitator walkthroughs, content briefings, calibration sessions, and train-the-trainer activities when needed to support consistent implementation of communication content.
• Conducts quality reviews of communication-related learning materials and recommends improvements to strengthen accuracy, instructional value, usability, and business relevance.
• Maintains appropriate version control, documentation, storage, and inventory of assigned communication learning and performance-support materials.

Specialized and Transitional Training Delivery

• Facilitates specialized communication modules, communication workshops, New Employee Orientation sessions, selected Foundation Training components, remediation programs, pilot initiatives, and other targeted learning interventions when communication expertise is required.
• Supports Process Trainers through co-facilitation, observation, feedback, coaching, and calibration during the transition of communication content to process-led delivery.
• Conducts communication simulations, practice sessions, language assessments, and other specialized learning activities that require communication subject-matter expertise.
• Provides temporary facilitation support when required for new program launches, capacity requirements, business continuity, or identified business risks.
• Ensures assigned learning sessions are delivered in accordance with approved objectives, materials, methodologies, and assessment standards.
• Provides relevant learner observations, performance findings, and recommendations to Process Training, Operations, and other stakeholders following assigned interventions.

Evaluation, Measurement, and Reporting

• Establishes appropriate success measures for communication coaching, workshops, learning sessions, and other performance-support interventions.
• Evaluates the effectiveness of communication interventions using assessment results, performance data, behavioral observations, stakeholder feedback, and other relevant measures.
• Measures employee progress and sustained application of targeted communication behaviors following interventions.
• Reviews participant and stakeholder feedback and recommends improvements to communication learning and performance-support solutions.
• Prepares accurate and timely reports covering applicant assessments, coaching interventions, learning activities, material-development initiatives, performance outcomes, identified risks, and recommended next steps.
• Consolidates communication performance data and reports for assigned businesses or accounts.
• Identifies recurring performance patterns and communication trends across applicants, new hires, and tenured employees and recommends broader capability-building interventions where appropriate.
• Participates in governance meetings, calibration sessions, performance reviews, and stakeholder discussions concerning communication capability and employee performance.
• Uses evaluation findings to continuously improve coaching approaches, assessment standards, learning materials, and performance-support strategies.

Stakeholder Partnership and Administration

• Builds and maintains effective working relationships with Talent Acquisition, Operations, Business Excellence, Process Training, Instructional Design, Human Resources, and other relevant stakeholders.
• Coordinates the planning, scheduling, implementation, and evaluation of assigned communication initiatives and deliverables.
• Manages assigned workload and priorities based on applicant-interview requirements, coaching demand, material-development commitments, intervention schedules, and business priorities.
• Ensures agreed assessments, reports, learning materials, coaching activities, and other deliverables are completed within established timelines.
• Maintains complete and accurate reports, logs, assessment records, coaching documentation, learning materials, and other required records in accordance with defined team standards.
• Ensures assigned materials and documentation remain current, properly controlled, and audit ready.
• Performs other communication capability, performance-support, assessment, and learning responsibilities as required by evolving business needs.

General Safety and Security

• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures the confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
• Complies with applicable information-security, data-privacy, quality-management, and organizational policies and promptly reports identified incidents or breaches through established channels.

Competency Requirements

Communication Expertise — Expert

Demonstrates CEFR C1 or equivalent proficiency in English, with excellent spoken and written communication skills.

Performance Consulting and Needs Analysis — Advanced

Able to conduct Training Needs Analysis and performance diagnostics using observations, assessment results, quality findings, stakeholder feedback, and available performance data.

Coaching and Performance Support — Expert

Demonstrates strong competency in individual and group coaching.

Applicant Interviewing and Communication Assessment — Advanced

Able to conduct structured applicant interviews and communication or language-readiness assessments.

Learning Design and Material Development — Advanced

Able to design and develop communication learning solutions based on validated performance and learning needs.

Facilitation — Advanced

Demonstrates effective classroom and virtual facilitation skills for specialized communication learning interventions.

Assessment and Evaluation — Advanced

Able to develop and administer appropriate communication assessments and evaluation tools.

Analytical and Problem-Solving Skills — Advanced

Able to analyze qualitative and quantitative information to identify patterns, root causes, and performance opportunities.

Stakeholder Management and Collaboration — Advanced

Able to establish productive working relationships with Operations, Talent Acquisition, Business Excellence, Process Training, Instructional Design, Human Resources, and other stakeholders.

Digital and Productivity Skills — Proficient to Advanced

Advanced proficiency in Microsoft PowerPoint, Word, and Excel.

Documentation and Administrative Competency — Proficient

Maintains accurate and timely assessment records, coaching documentation, intervention trackers, reports, and learning-material inventories.

Healthcare and Clinical Business Awareness — Working Knowledge

Demonstrates sufficient understanding of the healthcare or clinical business environment to contextualize communication requirements and learning interventions.

Information Security, Data Privacy, and Compliance — Required

Demonstrates awareness of and compliance with applicable organizational information-security, data-privacy, and quality-management requirements.