Access Center Train. & Qual. Assur. Spec. III

PRIMARY FUNCTION:

The Call Center Trainer & Quality Assurance Specialist will be responsible for assessing the quality of the performance of staff in the Access Center who handle inbound/outbound calls who have been trained on the system tools needed to perform their daily responsibilities. The Trainer QA Specialist will provide training, monitor calls, and record findings to assess employee demeanor, technical accuracy, performance, and conformity to department and company policies and procedures.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Develop training guides/checklists and serves as primary staff trainer for Patient Access processes and systems utilized by Access Center staff, Patient Service Representatives, Nurses, and Management Staff. (Cerner, Soarian, Centricity, and any future technical vendor portal systems that are required for the staff).
• Develops and maintains training materials and reference documents.
• Plans, develops, and manages QA assessment tools to ensure that the Access Center Staff are knowledgeable of processes and maintain an acceptable level of accuracy.
• Leads classroom training, demonstrations, on-the-job training, meetings, and any other workshops that support the training objectives of the Access Center teams.
• Updates training materials and to the Collaboration Site that is utilized by the Access Center
• Support Access Center Supervisors by leading routine quality assurance of staff processes.
• Provide "train-the-trainer" sessions or other applicable development efforts to ensure the effectiveness of departmental Peer Coaches as needed.
• Track delivery of Access Center training sessions and assessment scores to provide metrics on effectiveness of training tools and identify staff remediation needs.
• Evaluate both verbal and written interactions by Access Center Staff members and will work directly with the Access Center Supervisors to design quality monitoring formats and quality standards
• Work collaboratively with the Access Center Supervisors to onboard, monitor and coach newly hired staff
• Assist with development of delivery of regular reports on performance, trends and other insights to the training and Access Center teams
• Document evaluations utilizing departmental quality monitoring templates, established quality standards and quality monitoring technology
• Perform other duties as assigned by Manager.
  

EDUCATION AND EXPERIENCE REQUIREMENTS

High School diploma or equivalent required.

Bachelor's or associate Degree preferred, but not required

3-5 years prior call center, customer service, medical office related experience and leadership skills required.

Healthcare call center experience strongly preferred.

Excellent oral, written and interpersonal communication skills

Exceptional active listening and analytical skills

An equivalent combination of education and experience may be substituted

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

Excellent training and/or adult teaching skills.

Detail-oriented, with a focus on Quality Assurance

Able to work independently, prioritize tasks and achieve goals

Ability to quickly learn and understand complex processes to create robust and accurate training materials.

Ability to develop and implement ideas for training and quality assurance initiatives.

Skill in delivering and coaching others on performance, especially service excellence

Proven training and communication skills required.

Ability to quickly learn and understand complex processes to create robust and accurate training

materials.

Effective organizational skills with the ability to manage multiple responsibilities

Knowledge of medical terminology

Knowledge of physician office systems and practices

Knowledge of computer skills and keyboarding

Excellent oral and written communication skills

Ability to maintain patient and staff confidential information

Ability to exercise judgement, tact and diplomacy

Ability to display excellent customer service skills

Ability to establish and maintain effective working relationships with employees, co-workers and management

Ability to maintain regular, consistent and professional attendance, punctuality and appearance

Ability to work as an effective team member

SPECIAL REQUIREMENTS:

None

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

Post End Date

EEO Posting Statement

ChristianaCare offers a competitive suite of employee benefits to maximize the wellness of you and your family, including health insurance, paid time off, retirement, an employee assistance program. To learn more about our benefits for eligible positions visit https://careers.christianacare.org/benefits-compensation/