Quality Manager Jobs

About The Position

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.

Benefits

• Benefit options are available for eligible roles; the posting directs applicants to the UChicago Medicine benefits overview.