Clinical Quality and Training Specialist, Access Center

St. Luke's University Health Network•Allentown, PA

15d•Hybrid

About The Position

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. The Clinical Quality & Training Specialist supports both the quality assurance and training functions within the Access Center. This role ensures that clinical staff deliver accurate, patient‑centered care while receiving the training, coaching, and day‑to‑day support needed to perform effectively. The specialist evaluates clinical performance, facilitates ongoing education, and serves as a key resource for clinical staff and Access Center team members. This position requires strong clinical expertise, analytical thinking, instructional skill, and a commitment to continuous improvement. Success in this position requires strong clinical expertise, analytical skills, instructional ability, and a commitment to continuous improvement. This is a hybrid, day‑shift, Monday–Friday position.

Requirements

Registered Nurse with a current license to practice in the State of Pennsylvania required.
Minimum 3 years of experience in a healthcare provider organization; telephone triage experience preferred.
2–5 years of experience in clinical training, education, or quality improvement preferred.
Please complete your application using your full legal name and current home address.
Be sure to include employment history for the past seven (7) years, including your present employer.
Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable.
It is highly recommended that you create a profile at the conclusion of submitting your first application.

Nice To Haves

Bachelor’s degree preferred.
Experience with triage protocols (Schmitt Thompson or equivalent) and prescription refill workflows preferred.
Familiarity with Health Finch and electronic medical record systems preferred.
Experience with adult learning principles and interactive training methods is highly preferred.

Responsibilities

Conduct regular call evaluations to assess patient experience, clinical accuracy, and adherence to clinical guidelines.
Identify trends, gaps, and opportunities for improvement through analysis of patient feedback, complaints, and surveys.
Develop and support initiatives aimed at improving communication, clinical accuracy, and overall patient satisfaction.
Maintain accurate documentation of evaluations, findings, and improvement activities.
Develop, update, and facilitate training programs for new hires and existing clinical staff in collaboration with the Clinical Training Partners, including foundational training and ongoing competency development.
Provide live demonstrations and guided practice for clinical processes such as triage protocols, prescription refills, escalation pathways, and on-call workflows.
Maintain training materials, job aids, and knowledge base content to ensure alignment with current processes and technology.
Partner with necessary teams and leverage the LMS for course development, delivery, and reporting.
Coordinate training schedules, class logistics, and competency assessments.
Collaborate with managers, QA analysts, trainers, and other stakeholders to ensure consistency in clinical practice and training standards.
Other related duties as assigned.