Expert Instructor

Position Summary

The Expert Instructor will take end-to-end ownership of communication-skills training for the India Provider Support cohort - both creating the training content and delivering it directly to associates. This is a combined content-creation-and-delivery role: the consultant designs the curriculum and coaching materials for Speaking, Pronunciation, Grammar, Listening Comprehension, and Writing, and also personally delivers that training, tracks outcomes, and adjusts the approach based on results. The goal is measurably improved communication outcomes for support staff, sustained over time - not a single completed training cycle.

Key Responsibilities

•       Design and continuously develop original communication-skills training content and curriculum - covering Speaking, Pronunciation, Grammar, Listening Comprehension, and Writing - grounded in the real calls and tickets Provider Support associates handle.

•       Directly deliver that content through coaching sessions, workshops, and 1:1/group interventions - combining content creation with hands-on delivery rather than owning one without the other.

•       Hold end-to-end responsibility for training outcomes: from diagnostic review of assessment results, through coaching delivery, to re-assessment and reporting on movement.

•       Use Gong call recordings and TQM quality findings to identify live communication gaps and translate them into targeted coaching content and follow-up.

•       Track associate progress using SpeechX assessment data, and report movement toward the US-benchmark cohort to the Program Owner and leadership stakeholders.

•       Build and maintain onboarding content so new hires are assessed and coached on communication skills from day one.

•       Establish a recurring refresher cadence to sustain gains after initial coaching and catch regression early.

•       Partner with Team Leads/Managers on associate participation, scheduling, and documented handling of non-completion.

•       Serve as Veradigm's internal subject-matter expert on ESL/communication-skills training, reducing dependence on external vendor delivery.

Education Qualification

•       Bachelor's degree or equivalent technical/business experience

Experience and Knowledge, Skills & Abilities

Required

•       7+ years relevant work experience; 2–3 years at the Senior level or equivalent

•       Prior experience transitioning a vendor-delivered training program to an internally owned model 

•       Track record of providing consistently excellent customer service

•       Strong grounding in English-language instruction across speaking, pronunciation, grammar, listening comprehension, and writing

•       Strong written, oral, and presentation skills for audience-appropriate delivery.

•       Strong reporting and stakeholder-communication skills - able to translate coaching activity and assessment data into clear progress updates

•       Demonstrated experience both designing and delivering corporate communication or ESL/soft-skills training content - not solely facilitating material created by others

•       Experience working in a support, BPO, or shared-services environment, or coaching staff who communicate with a US or other English-speaking customer base

•       Ability to rapidly learn new software to support learning development and delivery.

•       Ability to effectively handle multiple tasks.

Preferred

•       Background in instructional design or corporate training and development

•       Experience with proficiency-banding frameworks (e.g., Red/Orange/Green or similar staged development models)

•       Basic understanding of the US healthcare market and the Veradigm customer base.

•       Comfort working with language-assessment platforms (e.g., SpeechX or a comparable tool) and call-recording/quality platforms (e.g., Gong) to inform coaching content

Working Arrangements & Travel

•       Standard work week with Hybrid working model.

•       No travel required - this is an India-based, non-travel position.

•       Evening shift required, aligned to US business hours, to support live coaching and Gong review during the India Provider Support cohort's active call windows.

Benefits

Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work. Through our generous benefits package with an emphasis on work/life balance, we give our employees the opportunity to allow their careers to flourish. 

• Quarterly Company-Wide Recharge Days

• Flexible Work Environment (Hybrid)

• Peer-based incentive “Cheer” awards

• Tuition Reimbursement Program

To know more about the benefits and culture at Veradigm, please visit the links mentioned below: -

https://veradigm.com/about-veradigm/careers/benefits/ 

https://veradigm.com/about-veradigm/careers/culture/ 

#LI-SL1 #LI-Hybrid

Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.

Thank you for reviewing this opportunity! Does this look like a great match for your skill set?  If so, please scroll down and tell us more about yourself!