PFCC Agent Performance and Training Specialist, Chicago

Overview:
Hours: Full-time; Monday-Friday, Normal business hours. 

Location: Downers Grove, IL . Hybrid- 3 days a week onsite.

 

Holistic benefits designed to help our team members flourish in all aspects of their lives, including:

 

Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider.

Employer provided life and disability insurance.

$5,250 Tuition Reimbursement per year. 

Immediate 401(k) match.

40 hours paid volunteer time off. 

A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact

Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

The PFCC Agent Performance and Training Specialist will serve as a vital member of the Patient Financial Contact Center (PFCC) team at Duly, responsible for ensuring excellence in patient interactions by supporting agent development, knowledge management, and performance quality assurance. This role bridges day-to-day agent coaching and training with strategic oversight of processes, policies, and performance measurement, while also collaborating closely with our external BPO partner, Teleperformance, to ensure alignment and consistency across patient-facing teams.

 

 

This position is ideal for a self-starter with a passion for improving the patient experience and developing frontline talent. It offers a career path into PFCC management.

 

Responsibilities:
Quality Assurance and Coaching

Perform regular call monitoring for Duly internal PFCC agents to evaluate adherence to quality standards, policies, and procedures.

Provide timely, actionable feedback to agents; deliver one-on-one coaching to reinforce strengths and address development opportunities.

Partner with PFCC leadership to identify performance trends and training needs.

Training, Onboarding, and Knowledge Management

Develop and execute training plans for new hires and ongoing agent development.

Maintain and update the PFCC Knowledge Base (SharePoint), including policies, process maps, and SOPs.

Ensure knowledge content is current, accurate, and aligned with operational and regulatory requirements.

Collaborate with the Teleperformance training team to ensure consistency in agent education and process understanding.

Performance Reporting and KPI Management

Track and report on agent performance KPIs (individual and aggregate).

Partner with PFCC Manager and Supervisor to develop performance improvement plans as needed.

Use insights from QA and KPIs to inform training updates and coaching focus areas.

Cross-Team Collaboration

Serve as liaison with Teleperformance to coordinate agent performance calibration, training, and knowledge sharing.

Support PFCC leadership in driving consistency and excellence across all patient interaction channels.

Qualifications:
3+ years of experience in a customer service, patient access, contact center, or healthcare environment.

Proven experience in coaching, training delivery, and/or knowledge management.

Strong critical thinking skills and ability to self-direct and prioritize workload.

Excellent verbal and written communication skills.

Proficiency in Microsoft Office Suite, including SharePoint.

Preferred:

Bachelor's degree.

Experience in healthcare revenue cycle, patient access, or patient financial services.

Familiarity with KPIs, QA methodologies, and performance reporting.

 

The compensation for this role includes a base pay range of $58K-$87K, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.