Manager, Training and Quality Assurance is responsible for the training and development of the staff within the Navigation Center. The individual will devise our organizational training strategy, oversee it implementation and assess tis outcomes. Will identify training and developmental needs and drive suitable training initiative that build loyalty. Training should have a background in business, leadership and development. Manager, Training and QA is responsible for the day to day operations of quality, by monitoring the calls and standard work which includes the service standards and performance are met. Investigates customer complaints.
Principal Duties and Responsibilities
Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers
Draw an overall or individualized training and development plan that addresses needs and expectations
Deploy a wide variety of training methods
Conduct effective induction and orientation sessions
Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
Manage training budget
Provide opportunities for ongoing development
Resolve any specific problems and tailor training programs as necessary
Design and implement all materials for staff training sessions, including but not limited to: training manuals, learning tools, job aids, course review activities, etc.
Conduct quality process inspections, reviews and assessments for all processes
Collect, analyze and use quality assurance to control and diagnose root causes and create recommend corrective action plans
Prepare reports to communicate outcomes of quality activities
Assure ongoing compliance with quality and industry regulatory requirements
Interpret and implement quality assurance standards
Evaluate adequacy of quality assurance standards
Deliver the Simply Better MemorialCare Experience in every interaction with Patients, Families, Providers and Colleagues.
Prioritize service and customer experience within each interaction.
Demonstrates strong guest-focused engagement with internal staff.
Demonstrates effective communication, interpersonal, written and verbal skills.
Works in direct partnership with the Director, Manager, Staff, and other departments to resolve issues.
Must be able to multi-task and maintain calm demeanor in a fast-paced environment.
Must possess problem resolution and follow through skills.
Knowledge of managed care and the business segments.
Knowledge of report building and presenting to Leadership Team.
Evaluate instructor performance and the effectiveness of training programs and works effectively as a team member with other members of management and the HR staff.
Proposes training and development programs and objectives.
Obtains and /or develops effective training materials utilizing a variety of media.
Trains and coaches managers, leads, frontline staff and others involved in employee development efforts.
Develops and maintains organizational communications such as bulletin boards and newsletters to ensure employees have knowledge of training and development updates and changes to the operational procedures
Conducts follow-up studies of all completed training to evaluate and measure results.
Modifies programs and standard operational procedure manuals as needed.
Identify any trends and recommend improvement opportunities.
Drive investigation of highly sensitive issues affecting MemorialCare and the MemorialCare Navigation Center
Create, maintain, and deliver regular quality reports, dashboards and trend analysis to make recommendations that enforce compliance and increase the customer experience
Minimum 5 years’ experience Training and Quality Assurance (“QA”) or relevant experience
Demonstrated progressive project management experience working independently as well as in a team situation meeting aggressive deadlines
Demonstrated strong follow-up skills, providing daily status reports
Proven knowledge of Training Systems/Technologies and QA methodologies
Demonstrated knowledge and in-depth understanding of existing and emerging technologies
Demonstrated highly analytical, logical thinking, and problem-solving skills to resolve reported issues
Demonstrated knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, standard work, etc.
Experienced in a healthcare environment preferred
Demonstrated broad understanding of key organizational systems, applications and related information technologies.
Proven display of high energy levels and tolerance of tight deadlines, time pressures, and ambiguity.
Demonstrated use of effective communication, both verbal and written, as well as interpersonal relations to achieve established goals
Demonstrated good leadership, supervision, and teamwork skills.
Bachelor’s degree or an equivalent combination of education and relevant experience required
Master’s degree a plus (MBA, MHA, etc.)
Traditional PBX knowledge and experience preferred (i.e. NEC, Avaya)
Let us introduce ourselves. We're MemorialCare, a nonprofit health system that includes four hospitals, two medical groups, imaging centers, surgical centers and much more. As one of the leading health systems in Orange County and Los Angeles County, we're confident that no matter what your needs are, we have the teams, tools and know-how to support you every step of the way.