Quality and Education Specialist- Central Access Scheduling-3
About The Position
The Quality Assurance & Education Specialist is responsible for conducting performance audits, delivering feedback, and facilitating staff education within the Centralized Access Center. This role ensures consistent adherence to quality standards, supports onboarding and refresher training, and promotes a culture of learning and improvement aligned with the department’s performance philosophy. This role will also be responsible for using insights from quality and training activities to inform the design and evolution of onboarding and education programs. By connecting quality metrics, education, and onboarding, this role ensures that new and existing employees are equipped to deliver consistent, high-quality services within the Centralized Access Center.
Requirements
- Minimum of two (2) years of experience in scheduling, patient access, or healthcare operations.
- Highschool diploma required.
- Experience in auditing, education, or training within a healthcare environment.
- Proficiency with Epic or other EMR scheduling workflows.
- Strong written and verbal communication skills with professional demeanor.
- Demonstrated organizational and follow-through abilities.
Nice To Haves
- Leadership or project coordination experience preferred.
- Clinical or healthcare background preferred; RN license not required
Responsibilities
- Conducts regular audits and ensures accuracy of documentation and scoring, to assess compliance with organizational standards and service expectations
- Evaluates staff performance according to quality metrics and provide detailed, constructive feedback to assigned staff members
- Identifies trends, recurring issues and process barriers that may affect call quality, culture or patient satisfaction
- Collaborates with the Manager of Quality, Education, and Development to identify department-wide performance themes and improvement opportunities.
- Deliver training for new hires, develop and facilitate continuing education sessions for staff
- Serves as a subject matter expert for scheduling workflows and Epic functionality.
- Models professional communication, promotes a supportive, engaging and mission driven culture within the call center.
- Other job functions as assigned.
Benefits
- Medical, dental and vision insurance
- Employer paid group term life and disability
- Employer contribution toward Health Savings Account
- Flexible Spending Accounts
- Paid Time Off (PTO), Paid Holidays and Paid Parental Leave
- 403(b) with a 5% employer match
- Supplemental Life, AD&D and Disability
- Critical Illness, Accident and Hospital Indemnity coverage
- Tuition assistance
- Student loan servicing and support
- Adoption benefits
- Backup Childcare and Eldercare
- Employee Assistance Program, and other specialized behavioral health services and resources for employees and family members
- Discount on services at Lurie Children’s facilities
- Discount purchasing program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
