Description
Summary:
Maintains the quality assurance and training programs for the Patient Contact Center. Documents processes to develop training and informational tools.
Work Schedule: Full Time Days
Responsibilities:
Develops reports for quality and metrics. Refines training curriculum and integrates QA observations into group and one-on-one training and coaching sessions.
Provides curricula for new hire training, competency evaluation, and new clinic training. Develops and evaluates educational programs to meet identified needs and issues.
Conducts audits, analyzes data, and recommends interventions. Monitors calls and provides feedback to staff. Ensures that staff meet all quality assurance standards and KPIs.
Applies adult learning principles to design and creates innovative and instructional solutions.
Within scope of job, requires critical thinking skills, decisive judgement and the ability to work with minimal supervision. Must be able to work in a fast-paced environment and take appropriate action.
Requirements:
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