Access Center Training & QA Specialist

Job Details

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 CenterSupport 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 standardsWork collaboratively with the Access Center Supervisors to onboard, monitor and coach newly hired staffAssist with development of delivery of regular reports on performance, trends and other insights to the training and Access Center teamsDocument evaluations utilizing departmental quality monitoring templates, established quality standards and quality monitoring technologyPerform other duties as assigned by Manager.

EDUCATION AND EXPERIENCE REQUIREMENTS

High School diploma or equivalent required.

Bachelor’s or Associate’s Degree preferred

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

SPECIAL REQUIREMENTS

None

Post End DateApr 18, 2024

EEO Posting StatementChristiana 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.