Training and Quality Specialist
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About The Position
The Training and Quality Specialist at Planned Parenthood Gulf Coast Inc. plays a crucial role in ensuring that patient relations coordinators deliver exceptional customer service. This position requires a deep understanding of customer service principles and the ability to train staff effectively. The specialist will assist supervisors and managers in monitoring call quality, evaluating performance metrics, and providing feedback to enhance the competencies of the coordinators. The role involves designing and conducting training sessions tailored to program and service changes, as well as overall functions of patient relations coordinators. The specialist is expected to exemplify excellent customer service to patients, visitors, volunteers, and co-workers, ensuring that all interactions are handled with professionalism and care. In this role, the specialist will coordinate quality assurance activities aimed at promoting outstanding customer service for both new hires and existing staff. This includes maintaining accurate documentation of quality performance metrics, providing verbal and written feedback to management, and assisting staff with patient complaints or call escalations. The specialist will develop and conduct training for adult learners on various systems related to affiliate services, including EMR, telephony, and policies specific to customer service operations. Additionally, the specialist will be responsible for maintaining updated training content and ensuring compliance with HIPAA regulations while providing high-quality patient care. The position requires flexibility in scheduling, as it may involve working evenings and weekends. The specialist must demonstrate strong organizational skills, the ability to work independently, and a commitment to continuous improvement in training and quality assurance processes.
