Patient Communications Quality and Training Supervisor

Monday to Friday 8am to 5pm A Contact Center Quality and Training Supervisor designs and implements training curriculums for Patient Communications and ensures learning and performance solutions created are impactful, engaging, and align with organizational and departmental priorities.
The Contact Center Training Supervisor develops and implements training to improve performance, attain higher customer satisfaction, increase productivity, reduce costs, and enhance the department’s effectiveness.
The Contact Center Quality and Training Supervisor leads and/or facilitates training programs, conducts research and development of multi-media training materials for individual, departmental, and organizational-wide presentations.
The Contact Center Quality and Training Supervisor manages subordinate staff in the day-to-day performance of their jobs including evaluations.
The employee will have oversight and accountability of the quality assurance programs and metrics.
Essential Job Functions: Supervises and coordinates the daily/weekly/monthly activities and performance of team members Identify performance gaps, causes of the performance gaps, and provides solutions and recommendations to the Operations team.
Participates in the hiring of training and quality associates and oversees all daily activities for the department.
Initiates coaching to trainers and trainees regarding job performance and quality assurance to employees after training Research and answer inquiries from Contact Center and/or other El Rio department personnel to improve knowledge and understanding to aid in job performance.
Identifies problems and opportunities such as operational changes or industry developments that training could improve.
Manages a team of training and quality specialists, provide departmental strategy and day-to-day direction and performance management.
Ensures calibration of all members of the QA team and business leadership on QA rubrics.
Creates a sustainable feedback loop where quality results, manager and employee feedback help inform training needs and improvements to the training and QA process.
Manages the onboarding experience for all new hires and support continuous development Engages with subject matter experts to evaluate and improve new and existing training programs Identifies, develops, implements, and monitors training and development needs within the Patient Communications department.
Designs, plans, and implements training programs.
Researches new training techniques for adult learning and suggest enhancements to existing training programs.
Assesses training and development needs through surveys, interviews, focus groups, and communication with managers, instructors, and customer representatives.
Collaborates with a team that delivers continuing education classes to existing Patient Communication Representative and other staff as assigned.
Provides training performance feedback to the training team including monitoring sessions, evaluations, performance improvement planning, coaching and feedback.
Maintains records of training and development activities, attendance, results of tests and assessments, and retraining requirements.
Collaborates with vendors and third-party training providers to arrange employee registration for and participation in outside training programs.
Creates a comfortable physical learning environment and orients learners including: Prepares training room Greets trainees Attends to the social, emotional and comfort needs of the learners Implements supportive engagement strategies to help learners identify personal learning objectives and develop an investment in the training.
Prepares technical and non-technical documentation to be used as training materials.
Identifies problems and opportunities such as operational changes or industry developments that training could improve.
Provides additional professional development opportunities and resources to call agents.
Collaborates with Call Center Leadership and Workforce Management to review call center data, behaviors, and trends.
Maintains a clean, safe, and hygienic work environment in compliance with all Policies and Procedures including but not limited to work areas, workstations, examination rooms, hand washing, infection prevention and control etc.
for this position Demonstrates an understanding of and proficiency with the application of all compliance and reporting requirements respective to Joint Commission Certification (JCC) standards.
Performs various administrative or operational functions.
Minimum Education and Experience: Bachelor’s Degree in Adult Education or a related field from an accredited college or university.
Three (3) years of supervisory experience.
Five (5) years of experience utilizing an Electronic Practice Management (EPM) or Electronic Medical Record (EMR) system(s) in a healthcare environment.
Five (5) years of experience facilitating training in a classroom environment on customer services skills and contact center technology.
If applicable, equivalent combination of education and experience may be considered, and must be directly related to the functions and responsibilities of the job.
Required Licenses, Certifications, and Registrations: Employees in this position are required to have reliable transportation that can meet any operational reassignments of the organization during the workday.
If an employee is driving during work hours, the employee is required to possess a valid driver’s license and must be in compliance with Arizona vehicle insurance requirements.
Preferred Education, Experience, Skills, Abilities: Six (6) years experience in Staff Development/Quality Assurance.
Five (5) years’ experience with healthcare related records systems (Epic).
Five (5) years’ experience with contact center software.
Bilingual (English/Spanish) with the ability to speak, read and write in both languages R El Rio Health is a diverse and inclusive organization.
We are invested in helping you and your family Create Tomorrow.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
El Rio Health does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age 40 and over, disability, genetic information, military status, ancestry, marital status, familial status, or any other status protected by law or regulation.
It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.
El Rio Health requires all employees (except those 100% working remotely) to have a Level One Fingerprint Clearance card.
A.
R.
S.
36.
425.
03.
If the prospective employee does not possess this prior to hire, fingerprint application must be completed within 7 days post hire.
All employees are strongly recommended to obtain Bivalent COVID-19 vaccine, and maintain vaccination status (i.
e.
boosters as recommended by CDC and/or other public health agencies) to include an Influenza vaccination.
Subject to exemptions and accommodations when required by law, all employees are required to follow El Rio Health Clinic’s masking and PPE policies (N95 preferred) when interacting with patients, co-workers, visitors, vendors, etc.
All employees are required to undergo drug testing prior to employment and, will be subject to post-accident, reasonable suspicion, return to duty and follow up drug and alcohol testing in compliance with Federal and State regulations for alcohol and controlled substance testing.
Employees in positions holding responsibility for the safety and welfare of others will also be classified as safety sensitive.
El Rio Health is a Non-profit 501 (c3) Federally Qualified Health Center (FQHC) and abides by all applicable federal Drug-Free Workplace standards.