Job Details

Quality & Training Specialist, Solution Center

We're unique. You should be, too.

We're changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We're different than most primary care providers. We're rapidly expanding and we need great people to join our team.

The Quality & Training Specialist, Solution Center is responsible for regular quality audits as well as the training of new hires and individual team members by designing and conducting training programs that will enhance employee workplace performance and competencies. The incumbent in this role conducts quality audits and is accountable for coaching and training team members to achieve quality expectations. He/She is also responsible for evaluating and maintaining departmental training resources, conducting root cause analysis, and presenting the findings to leadership.

Essential Job Duties/Responsibilities:

• Develops, coordinates and presents job training and customer service program initiatives.
• Identifies quality standards for the call center and develops processes meant to evaluate training programs. Presents training in a variety of settings: Classroom, 1:1 and virtual.
• Uses applicable technology to monitor both live and recorded calls to identify effectiveness and efficiency of the call center.
• Organizes and conducts training on general customer relations policies and activities, as well as internal call center systems.
• Establishes scripts and accents training to assist call center staff with customer communications and routine business decisions.
• Maintains records of training activities and team member progress.
• Analyzes data and prepares reports for quality management.
• Builds annual training program and prepares lesson/training plans.
• Develops or oversees the production of call center related handouts and training manuals which includes job aids, call scripts and other related documents.
• Identifies ongoing training needs through department quality audits/evaluations.
• Serves as primary back up for Workforce Management.
• Performs other duties as assigned and modified at manager's discretion.

Knowledge, Skills and Abilities:

• Competent-level business acuity
• Comprehensive knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
• Excellent verbal, presentation, written and interpersonal communication skills
• Strong computer literacy skills
• Ability to work collaboratively in a complex medical group environment
• Capable of performing effectively in a complex changing environment
• Ability to identify and seek needed information/research skills
• Ability to effectively influence others within the job area through explanation of facts, policies and practices
• Ability to utilize tools to analyze data
• Ability to create and present reports to leadership
• Problems faced can be difficult but typically not complex
• Proficient skill in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook; competent in other systems required for the position
• Ability and willingness to travel locally, regionally and/or nationally up to 10% of the time; flexible to work evening, weekends and/or holidays as needed
• Spoken and written fluency in English
• This job requires use and exercise of independent judgment

Education and Experience Criteria:

• AA/AS degree in Human Resources, Organization Development or a closely related field required OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis
• BA/BS degree in a related discipline preferred
• Bilingual proficiency in Spanish is highly preferred
• A minimum of 3 years' work experience in employee training and development in a healthcare setting, highly OR a minimum of 3 years' work experience in a healthcare call center required

Pay Range:

$54,358 - $77,655 Salary

The posted pay range represents the base hourly rate or base annual full-time salary for this position. Final compensation will depend on a variety of factors including but not limited to experience, education, geographic location, and other relevant factors. This position may also be eligible for a bonuses or commissions.

Employee Benefits