Athena Customer Care Quality & Development Specialist

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections where there is real content. We must not repeat job title as heading. Must not include Job ID etc. Remove boilerplate like EEO, etc. Must preserve all substantive info. We need to parse the posting. Key info: - W2 only, no C2C, must be authorized to work in the US (both now and in the future). This is a requirement. - Title: Athena Customer Care Quality & Development Specialist (Contract) - Remote in Scottsdale, Arizona. (But we don't repeat title as heading.) - Apply now for this opportunity at Carex! (application instruction, remove) - Summary: Carex is partnering with a healthtech industry partner to hire a Customer Care Quality Development Specialist for a remote opportunity. This role supports service excellence, compliance, and performance development across a national customer care organization by combining quality monitoring, performance analysis, coaching, training, and continuous improvement. The Specialist will serve as a key connection between quality insights and operational execution, using interaction data and observed behaviors to identify performance opportunities and deliver targeted coaching and training. A significant focus of the role will be supporting the implementation of a new Electronic Health Record (EHR) system, including implementation readiness, onboarding, workflow education, training delivery, and ongoing reinforcement. - Contract Duration: Through the end of 2027 - Location: Remote - Compensation: $32-36/hr - What You'll Do: list of duties (many bullet points). We'll put under Responsibilities. - What You'll Bring: list of qualifications/experience/skills. We'll split into Requirements, Qualifications, Skills maybe. We need to decide sections: About the role (summary), Responsibilities (What You'll Do), Requirements (maybe education/experience), Qualifications (maybe specific experience like Athena, EHR), Skills (maybe soft skills, tools). Benefits, Pay, Schedule: we have Pay (Compensation). Benefits not mentioned. Schedule not mentioned (maybe remote). Could include Schedule as remote? But we should only include if posting actually states them. It says Location: Remote, but not schedule (full-time, part-time). Not given. So we shouldn't create Schedule section. Benefits not mentioned, so omit. Pay we have. Thus sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Pay. We need to ensure we don't include filler like "commensurate with experience". Not present. We need to preserve all substantive info: include W2 only, no C2C, authorization to work in US, contract duration, location remote, compensation, duties list, qualifications list. We must not include boilerplate like equal opportunity employer etc. We need to format using

for each section heading, then content: either

for prose,

• for lists. We need to decide what goes where. About the role: summary paragraph(s). Could combine the summary and maybe contract duration and location? But location maybe separate? Could be part of About the role. But we have a separate Pay section. We can include contract duration and location in About the role as prose. Let's craft:

  About the role

  Carex is partnering with a healthtech industry partner to hire a Customer Care Quality Development Specialist for a remote opportunity. This role supports service excellence, compliance, and performance development across a national customer care organization by combining quality monitoring, performance analysis, coaching, training, and continuous improvement. The Specialist will serve as a key connection between quality insights and operational execution, using interaction data and observed behaviors to identify performance opportunities and deliver targeted coaching and training. A significant focus of the role will be supporting the implementation of a new Electronic Health Record (EHR) system, including implementation readiness, onboarding, workflow education, training delivery, and ongoing reinforcement. Contract duration: through the end of 2027. Location: remote.

  That preserves info.

  Responsibilities

  • Conduct ongoing quality monitoring of calls, emails, and chat interactions to evaluate service excellence, compliance, and customer experience standards.
  • Perform recorded and real-time interaction assessments using contact center and quality management platforms.
  • Analyze quality and performance metrics to identify trends, root causes, knowledge gaps, and opportunities for improvement.
  • Maintain quality scorecards, calibration records, performance tracking documentation, and recurring reporting for leadership.
  • Provide timely, respectful, and results-driven coaching based on quality assessments and observed behaviors.
  • Partner with managers and operational leaders to address performance challenges and support professional development.
  • Lead calibration sessions to promote consistency in quality scoring and coaching practices.
  • Deliver and support onboarding programs for customer care team members, reinforcing quality, compliance, and performance expectations.
  • Serve as the primary Quality & Development resource supporting EHR implementation and training activities.
  • Support system implementation readiness, new-hire onboarding, initial system training, refresher training, workflow updates, and ongoing learning reinforcement.
  • Develop, facilitate, and maintain training materials, job aids, workflow guides, scripts, and reference resources.
  • Provide learner support before, during, and after training, including nesting support and targeted refresher training.
  • Evaluate onboarding effectiveness and learner readiness using quality metrics, coaching insights, and early performance indicators.
  • Support operational rollouts, system enhancements, and workflow changes through quality monitoring, coaching, and training.
  • Partner with leadership, operations, workforce management, project management, and organizational development teams to translate quality insights into actionable improvements.
  • Transform frontline feedback and performance data into recommendations that improve processes, consistency, and customer outcomes.
  • Clearly communicate changes, expectations, and operational standards to stakeholders across the organization.
  • Identify and address scheduling, documentation, workflow, and knowledge gaps that may affect customer experience or operational performance.
  • Maintain accurate documentation and reporting while supporting continuous improvement initiatives.
  • Work independently in a remote environment while maintaining strong cross-functional partnerships.

  Requirements

  • W2 only; no C2C.
  • Must be authorized to work in the United States (both now and in the future).
  • Bachelor’s degree and/or 2 years of experience in education, workforce education, adult learning theory, psychology, human resources, or a related field; or an associate degree and 4 years of relevant experience. Additional relevant experience may be considered in lieu of a degree.
  • 2+ years of experience in quality assurance, performance coaching, training facilitation, or contact center operations; healthcare experience preferred.
  • 2+ years of Athena experience.
  • Experience conducting call monitoring, quality scoring, and performance analysis.
  • Experience with Electronic Health Record (EHR) systems and contact center technologies.
  • Experience supporting EHR implementations, system training, onboarding, or workflow education preferred.
  • Ability to quickly develop expertise in new systems and translate system processes into clear, practical training.
  • Experience with quality monitoring platforms such as NICE or comparable tools.
  • Strong understanding of patient intake processes, workflows, and documentation standards.
  • Knowledge of medical and commercial insurance terminology.
  • Proficiency with Microsoft Office Suite and related software applications.
  • Excellent verbal, written, interpersonal, and presentation skills.
  • Strong analytical, organizational, and time management skills.
  • Ability to work effectively with cross-functional teams and build positive relationships across departments.
  • Demonstrated adaptability and ability to manage changing priorities in a fast-paced environment.
  • Ability to work independently with minimal supervision in a fully remote environment.
  • Reliable internet access and a quiet, dedicated, HIPAA‑compliant workspace.
  • Demonstrated ability to work with individuals from diverse backgrounds with awareness, inclusivity, sensitivity, and humility.
  But we have many items that could be considered skills. However we need separate sections for Skills maybe. But we already have many items that are skills (e.g., communication, analytical). The instructions: Use sections only when posting has real specific content. We can split into Requirements (education/experience, authorization, W2), Qualifications (specific experience like Athena, EHR, NICE), Skills (soft skills, tools). But we need to avoid duplication. Let's think: The posting's "What You'll Bring" includes both qualifications and skills. We could treat the first bullet about degree/experience as Requirements. Then the bullets about Athena experience, EHR, NICE as Qualifications. Then the rest about communication, analytical, etc. as Skills. But we also have W2 and authorization as separate maybe under Requirements. Let's structure: - About the role (summary) - Responsibilities (What You'll Do) - Requirements (education/experience, W2, authorization) - Qualifications (Athena experience, EHR experience, NICE, etc.) - Skills (communication, analytical, organizational, teamwork, adaptability, remote work, workspace, diversity) - Pay (Compensation) We need to ensure we don't repeat content. Let's extract: From "What You'll Bring": 1. Bachelor’s degree and/or 2 years of experience in education, workforce education, adult learning theory, psychology, human resources, or a related field; or an associate degree and 4 years of relevant experience. Additional relevant experience may be considered in lieu of a degree. -> Requirement. 2. 2+ years of experience in quality assurance, performance coaching, training facilitation, or contact center operations; healthcare experience preferred. -> Could be Requirement or Qualification. I'd put as Requirement (experience). 3. 2+ years of Athena experience. -> Qualification. 4. Experience conducting call monitoring, quality scoring, and performance analysis. -> Qualification (specific skill/experience). 5. Strong coaching skills with the ability to provide constructive, respectful, and actionable feedback. -> Skill. 6. Demonstrated ability to interpret performance data, identify trends, and recommend targeted improvement actions. -> Skill. 7. Experience with Electronic Health Record (EHR) systems and contact center technologies. -> Qualification. 8. Experience supporting EHR implementations, system training, onboarding, or workflow education preferred. -> Qualification. 9. Ability to quickly develop expertise in new systems and translate system processes into clear, practical training. -> Skill. 10. Experience with quality monitoring platforms such as NICE or comparable tools. -> Qualification. 11. Strong understanding of patient intake processes, workflows, and documentation standards. -> Skill/Knowledge. 12. Knowledge of medical and commercial insurance terminology. -> Skill/Knowledge. 13. Proficiency with Microsoft Office Suite and related software applications. -> Skill. 14. Excellent verbal, written, interpersonal, and presentation skills. -> Skill. 15. Strong analytical, organizational, and time management skills. -> Skill. 16. Ability to work effectively with cross-functional teams and build positive relationships across departments. -> Skill. 17. Demonstrated adaptability and ability to manage changing priorities in a fast-paced environment. -> Skill. 18. Ability to work independently with minimal supervision in a fully remote environment. -> Skill. 19. Reliable internet access and a quiet, dedicated, HIPAA‑compliant workspace. -> Requirement? Could be Skill/Requirement. I'd put as Requirement (environment). 20. Demonstrated ability to work with individuals from diverse backgrounds with awareness, inclusivity, sensitivity, and humility. -> Skill. 21. Authorization to work in the United States. -> Requirement. Also W2 only, no C2C -> Requirement. Thus we can separate. Now we need to ensure we don't create sections with filler. All sections have content. Now produce HTML. We must not include any extra text outside HTML fragment. Let's craft final HTML. Be careful to escape any special characters? Not