Training and Quality Assurance Specialist - with Growth Opportunities

Reports To: Customer Support Leadership
Schedule: M-F 8.30-5pm

 
 Position Summary:  Under the general direction of the Customer Support Center Leadership, the training and quality assurance specialist is responsible for the development, maintenance and delivery of training material for Customer Support Center and Referrals departments. Premier customer service is the goal for this role. This individual develops, analyzes, maintains, and oversees quality improvement models to increase patient care outcomes. They support the employees to enable their individual progress and success.  

Job Responsibilities and Performance Standards:  

• Develop curriculum and conduct training for new and existing staff on the systems, processes and procedures for the Customer Support Center and Referrals Department.
• Develop and maintain detailed policy and procedure manuals including functional flow diagrams for all Customer Support Center/Referrals functions, including new products and/or services and ensure training is conducted for all changes and/or update
• Identifies team wide areas of opportunity and recommends appropriate corrective action.
• Selects and develops teaching aids, such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference works.
• Creates, updates and maintains policy and procedure and training manuals of the operation and software systems to support all Customer Support Center /Referrals Department
• Participate in quality control activities related to individual, team, and organizational performance improvement
• Conducts annual assessment to ensure all staff maintain proper knowledge of all processes and policies
• Owns resource material, support, programs
• Monitors effectiveness of training program, resources, and enablement tools
• Increase workflow efficiency and establish implementation techniques
• Support day to day activities for quality improvement program (i.e. support patient engagement through monitoring phone calls, Referrals Tracking Tool and referrals life cycle, reporting and monitoring performance to identify opportunities for improvement, identify scheduling errors and develop training)
• Responsible for analyzing data, formulating recommendations, and creating effective, actionable materials (i.e. reports, PowerPoint, graphs, tables, dashboards) to present to a variety of audiences
• Develop and implement quality indicators that support internal and external customer satisfaction and employee engagement
• Participates in quality improvement activities related to individual, team, and organizational performance improvement
• Mentor staff, provide developmental feedback utilizing training sessions and call observations.
• Performs all and any additional duties as assigned
• Works cross-functionally with peers and leadership to move forward projects and plans

Qualifications: 

• Bilingual Spanish/English preferred
• Strong analytical skills.
• Exceptional oral and written communication skills.
• Ability to work equally well under supervision and independently. 
• Excellent interpersonal, communication and presentation skills.