Manager, Training and Quality - Access & Engagement Center

The Nemours Foundation • Jacksonville, FL

10d • Hybrid

About The Position

Nemours Children’s Health is seeking a dynamic and collaborative Manager, Access & Engagement Center Training and Quality to lead training and quality assurance strategy for our high-volume contact center operations. This highly visible leadership role is ideal for a people-focused, process-driven professional who is passionate about strengthening patient access, improving team readiness, and creating consistent, family-centered experiences across the Access & Engagement Center. As a critical gateway to care, the Access & Engagement Center supports appointment scheduling, call routing, clinical escalation, and general information requests for patients and families. In this role, you will build and lead a team of Access & Engagement Center Trainers and Quality Assurance Specialists while developing, refining, and scaling programs that support quality, productivity, compliance, employee engagement, and exceptional service. This is a hybrid role.

Requirements

• Bachelor’s degree required.
• Minimum of three (3) years of relevant experience required.
• Demonstrated experience designing engaging training content that supports adult learning, including training for remote team members.
• At least three (3) years of supervisory experience in a high-volume contact center required.
• At least three (3) years of supervisory experience in Revenue Cycle required.
• Knowledge of insurance processes and third-party payor systems required.

Nice To Haves

• Internal candidates may be considered in lieu of the degree requirement based on demonstrated experience and strong performance.
• Previous supervisory experience in healthcare preferred.
• Experience with registration, insurance, scheduling, or collections services preferred, with an emphasis on Patient Access.

Responsibilities

• Build, lead and develop a team of Access & Engagement Center Trainers and Quality Assurance Specialists, setting clear expectations and supporting accountability, engagement, and professional growth.
• Design, implement, and continuously improve training and quality assurance programs that prepare associates to deliver consistent, patient-centered service.
• Align onboarding, refresher training, quality monitoring, job aids, and learning resources with evolving workflows, systems, service expectations, and organizational priorities.
• Use technology, learning platforms, and quality tools to deliver, track, and scale training and quality initiatives across teams, regions, or service lines.
• Analyze quality trends, training outcomes, and performance data to identify gaps, assess program effectiveness, and recommend improvements.
• Partner with Access & Engagement and access leaders to support operational goals, solve problems, and respond quickly to emerging training needs.
• Promote a culture of continuous improvement, respect for people, accountability, inclusion, and service excellence.
• Support change management and communication efforts related to training expectations, quality standards, and program updates.

Benefits

• The opportunity to influence how associates are trained, supported, and equipped to deliver high-quality access experiences every day.
• Help shape a culture where teams feel prepared, patients and families feel cared for, and operational excellence is sustained through strong leadership and continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager