Director Learning Quality

Cooper University Hospital•Camden, NJ

89d•$41 - $70

About The Position

The Patient Access Center seeks an enthusiastic, creative, and passionate professional to serve as Director of the Learning and Quality team overseeing Learning and Quality Specialist in the Patient Access Center and Access Business Services. Work in collaboration with Access Center Management and Cooper Business Leaders to support training and job performance. In addition, this professional will also coordinate the development, maintenance, and evaluation of quality monitoring procedures and processes. This individual supports the delivery of exceptional experience to patients, customers, and physicians that contact the Patient Access Center. The Learning & Quality Director incorporates Cooper’s mission and values within the Access Center and Access Business Services and evaluates individual and team performance to ensure procedures and expectations are followed. The Director of Learning & Quality will be responsible for the design, development, implementation and evaluation varied learner materials for frontline new hire, refresher, informational, or career development purposes. He or she will be responsible for call quality initiatives and facilitate calibration sessions in support of supervisors.

Requirements

3-5 years experience in a Contact Center environment with demonstrated experience in both learning and quality capacity
2-3 years supervisory experience
Experience in calibration exercises, coaching, and feedback
Demonstrated expertise in the creative design, development and delivery of training to an adult audience within a Customer Service / Contact Center environment for both transactional and human skills
Teaching experience or training within a medical or Healthcare environment is required
Bachelors required
Must be learner focused
Must possess strong instructional design abilities – via experience or education
Knowledge of a performance-based instructional methodology
Must have superior writing skills related to informational and instructional material
Must have graphic design experience
Must be high performing and facile PC user and an expert in the Windows Office Suite (specifically Publisher, PowerPoint, Viseo, and Word)
Must possess solid classroom delivery skills related to motivating and capturing the attention of adult learners within a Contact Center environment
Must display high energy, confidence, a sense of fun, and the desire to provide a unique and memorable learning experience
Must be aware of and knowledgeable in the latest training and performance trends, including alternative media and approaches
Must be able to measure and understand impact of learning programs
Must collaborate with key stakeholders, cross-functional partners, and subject matter experts to identify and align on learning needs and initiatives
Must be able to develop and implement short term and long term learning plans to support competencies in various roles
Responsible to lead and optimize onboarding programs for Patient Access Center and Access Business Services
Oversee management of probationary employees during onboarding and first 90 days (asses whether skills, performance, and reliability fit position and merit continuation of employment)
Evaluates, counsels, and effectively follows Cooper Progressive Discipline policy
Manage Learning & Quality team in planning, organizing, managing, reviewing, and evaluation of training programs
Participate in the development and implementation of departmental goals and objectives
Defines/recommends and documents departmental policies and procedures, including standard operating procedures
Monitors operations and activities of staff
Identifies opportunities for improving service delivery methods and procedures
Recommends process change

Nice To Haves

Experience with Adobe Captivate a plus

Responsibilities

Design, development, implementation and evaluation of varied learner materials for frontline new hire, refresher, informational, or career development purposes.
Oversee call quality initiatives and facilitate calibration sessions in support of supervisors.
Coordinate the development, maintenance, and evaluation of quality monitoring procedures and processes.
Support the delivery of exceptional experience to patients, customers, and physicians that contact the Patient Access Center.
Incorporate Cooper’s mission and values within the Access Center and Access Business Services.
Evaluate individual and team performance to ensure procedures and expectations are followed.
Perform diverse, specialized, and complex work involving significant accountability and decision making responsibility.
Develop targeted materials based on learner preferences, characteristics, competencies, etc.
Employ varied methods of learning delivery, tools, concepts, and practices to accommodate various adult learning styles.
Assess needs and develop customized training for varied learners, utilizing a performance-based instructional methodology.
Write informational and instructional material, presenting content in a non-paragraph and linear way.
Utilize graphic design and be a high performing and facile PC user, expert in the Windows Office Suite (specifically Publisher, PowerPoint, Viseo, and Word).
Deliver classroom training to motivate and capture the attention of adult learners within a Contact Center environment, displaying high energy, confidence, a sense of fun, and the desire to provide a unique and memorable learning experience.
Articulate knowledge of the latest training and performance trends, including alternative media and approaches.
Measure and understand the impact of learning programs.
Collaborate with key stakeholders, cross-functional partners, and subject matter experts to identify and align on learning needs and initiatives.
Develop and implement short term and long term learning plans to support competencies in various roles.
Lead and optimize onboarding programs for Patient Access Center and Access Business Services.
Oversee management of probationary employees during onboarding and first 90 days, assessing skills, performance, and reliability.
Evaluate, counsel, and effectively follow Cooper Progressive Discipline policy.
Manage Learning & Quality team in planning, organizing, managing, reviewing, and evaluation of training programs.
Participate in the development and implementation of departmental goals and objectives.
Define/recommend and document departmental policies and procedures, including standard operating procedures.
Monitor operations and activities of staff.
Identify opportunities for improving service delivery methods and procedures.
Recommend process changes.