Manager, Access Training & Quality

Be a part of a world-class academic healthcare system, UChicago Medicine, as an Access Training & Quality Manager at our Burr Ridge Access Center. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area.

The Manager, Access Training & Quality provides enterprise leadership and oversight for training, quality assurance, and knowledge management across the UCM Access Center and ambulatory front desk operations. The Manager leads the development and execution of standardized new-hire and ongoing education, quality programs, performance calibration, and multimedia learning resources designed to drive operational excellence and a consistent patient experience.
This role provides direct leadership, coaching, and development for Training & Quality Consultants and oversees the creation, curation, and maintenance of enterprise training content, quality standards and rubrics, and knowledge management repositories. The Manager partners closely with ambulatory and Access Center leaders across UCM to identify performance opportunities, ensure consistent application of operational standards, and advance continuous improvement across patient access functions. The position maintains matrixed relationships with ambulatory leadership across the enterprise and reports directly to the Chief System Access Operations Officer.

Essential Job Functions

• Design, implement, and continuously optimize comprehensive training and professional development programs for Access Center and Ambulatory Front Desk team members, ensuring proficiency across the patient access continuum, including patient engagement, scheduling, registration, check-in/check-out, referral management, and other front-end operational workflows.
• Develop and maintain standardized training curricula and resources, including instructor-led training, e-learning modules, simulations, job aids, workflow guides, and competency-based assessments. Apply adult learning and instructional design principles to create engaging, scalable learning experiences that support new hire onboarding, ongoing development, technology implementations, and workflow changes.
• Lead and facilitate training for new and existing team members and establish standardized competency assessments to validate knowledge retention, readiness for independent work, and sustained skill application. Utilize assessment results and operational performance data to identify opportunities for targeted education and continuous program improvement.
• In collaboration with operational leaders, develop and oversee an enterprise-wide Quality Assurance framework for Access Center and Ambulatory Front Desk operations, including standardized quality expectations, evaluation criteria, scoring methodologies, and performance rubrics that measure accuracy, workflow and policy adherence, patient communication, service excellence, documentation, and overall patient experience.
• Establish and maintain a comprehensive quality monitoring and calibration program to ensure consistent, objective evaluation of frontline performance across teams and departments. Facilitate recurring calibration sessions and provide structured quality reporting, actionable feedback, coaching recommendations, and targeted performance improvement strategies to staff and operational leaders.
• Analyze quality results, performance trends, patient feedback, and operational data to identify individual and systemic opportunities for improvement. Partner with operational leaders to distinguish knowledge and competency gaps from broader workflow, technology, process, or policy issues and develop appropriate interventions.
• Create a continuous feedback loop between training, quality, and operations, leveraging quality findings and performance outcomes to continuously refine training curricula, workflows, job aids, performance standards, and organizational practices while fostering a culture of accountability, continuous learning, service excellence, and quality improvement.
• Provide day-to-day leadership, coaching, mentorship, and performance oversight for Training & Quality team members, establishing clear expectations, measurable goals, and accountability aligned with departmental and organizational priorities.
• Foster a culture of continuous learning, collaboration, and professional growth through ongoing coaching, performance feedback, development planning, and opportunities to expand team members’ expertise and leadership capabilities.
• Establish and monitor individual and team performance expectations, ensuring consistent, high-quality execution of training development and delivery, quality assurance activities, calibration, reporting, and other assigned responsibilities. Address performance gaps through coaching, development plans, and corrective action when appropriate.
• Lead talent management activities for direct reports, including recruitment, selection, onboarding, competency development, performance evaluations, succession planning, and ongoing professional development.
• Develop and maintain cross-training and competency standards for the Training & Quality team to strengthen subject matter expertise, promote consistency, and ensure appropriate coverage across Access Center and Ambulatory Front Desk operations.
• Ensure team members maintain proficiency in patient access workflows, organizational policies, technology, systems, and operational standards, while identifying and addressing ongoing education and development needs.
• Lead and prepare the Training & Quality team to effectively support organizational change, technology implementations, workflow redesign, and service enhancements, positioning team members as knowledgeable resources and change agents for frontline staff and operational leaders.
• Maintain accountability for core people-management responsibilities, including staffing, scheduling, timekeeping, required education and competencies, personnel documentation, and compliance with organizational policies.

Required Qualifications

• Three years supervisory experience required.
• Five years’ experience in the field of health care specifically ambulatory access and or medical practice.
• Certified Healthcare Access Manager within 6 months of hire.
• Epic Certified Trainer within 1 year of hire.
• Basic level of computer skills to include word processing and spreadsheet applications.

Position Details

• Job Type/FTE: Full-Time 1.0 FTE
• Shift: Days
• Work Location: Burr Ridge Access Center
• CBA Code: Non-union