Manager, Access Training & Quality

UChicago Medicine•Burr Ridge, IL

5d•$121,800 - $142,100•Onsite

About The Position

The Manager, Access Training & Quality provides enterprise leadership and oversight for training, quality assurance, and knowledge management across UChicago Medicine’s Access Center and ambulatory front desk operations. The role leads standardized new-hire and ongoing education, quality programs, performance calibration, and multimedia learning resources to promote operational excellence and a consistent patient experience. The Manager directly leads, coaches, and develops Training & Quality Consultants and oversees enterprise training content, quality standards and rubrics, and knowledge management repositories. The role partners with ambulatory and Access Center leaders to identify performance opportunities, promote consistent operational standards, and advance continuous improvement across patient access functions. It maintains matrixed relationships with ambulatory leadership across the enterprise and reports directly to the Chief System Access Operations Officer. This is a full-time, 1.0 FTE, 100% onsite position at the Burr Ridge Access Center. The employee must be based in the greater Chicagoland area. The position works day shifts and is non-union.

Requirements

Three years of supervisory experience.
Five years of experience in healthcare, specifically ambulatory access and/or medical practice.
Obtain Certified Healthcare Access Manager certification within 6 months of hire.
Obtain Epic Certified Trainer certification within 1 year of hire.
Basic computer skills, including word processing and spreadsheet applications.

Responsibilities

Design, implement, and continuously optimize training and professional development programs for Access Center and Ambulatory Front Desk team members across patient engagement, scheduling, registration, check-in/check-out, referral management, and other front-end workflows.
Develop and maintain standardized curricula and learning resources, including instructor-led training, e-learning modules, simulations, job aids, workflow guides, and competency-based assessments.
Apply adult learning and instructional design principles to create scalable learning experiences for onboarding, ongoing development, technology implementations, and workflow changes.
Lead training for new and existing team members and establish competency assessments to validate knowledge retention, readiness for independent work, and sustained skill application.
Use assessment results and operational performance data to identify targeted education opportunities and improve training programs.
Collaborate with operational leaders to develop and oversee an enterprise-wide Quality Assurance framework, including quality expectations, evaluation criteria, scoring methodologies, and performance rubrics.
Establish and maintain a quality monitoring and calibration program to support consistent, objective evaluation across teams and departments.
Facilitate recurring calibration sessions and provide quality reporting, actionable feedback, coaching recommendations, and targeted performance improvement strategies.
Analyze quality results, performance trends, patient feedback, and operational data to identify individual and systemic improvement opportunities.
Partner with operational leaders to distinguish knowledge and competency gaps from workflow, technology, process, or policy issues and develop appropriate interventions.
Create a feedback loop between training, quality, and operations to refine curricula, workflows, job aids, performance standards, and organizational practices.
Provide day-to-day leadership, coaching, mentorship, and performance oversight for Training & Quality team members, with clear expectations, measurable goals, and accountability.
Promote team learning and professional growth through coaching, performance feedback, development planning, and opportunities to expand expertise and leadership capabilities.
Set and monitor individual and team performance expectations for training development and delivery, quality assurance, calibration, reporting, and other responsibilities.
Address performance gaps through coaching, development plans, and corrective action when appropriate.
Lead direct-report talent management activities, including recruitment, selection, onboarding, competency development, performance evaluations, succession planning, and professional development.
Develop and maintain cross-training and competency standards for the Training & Quality team to strengthen expertise, consistency, and operational coverage.
Ensure team members maintain proficiency in patient access workflows, organizational policies, technology, systems, and operational standards, and address ongoing education needs.
Prepare the team to support organizational change, technology implementations, workflow redesign, and service enhancements as resources and change agents for frontline staff and operational leaders.
Manage staffing, scheduling, timekeeping, required education and competencies, personnel documentation, and compliance with organizational policies.