Supervisor- Quality &Training- Contact Center

GENERAL SUMMARY: The Supervisor, Quality & Training - Contact Center is responsible for process review/improvement, overall metrics, tracking, training and performance standards for the Contact Center. Is also responsible for developing and providing standardized training to all Contact Center audiences for all HFHS locations. Continuously learns, and applies lessons learned and standard processes, to spread successful innovation through the institution. Supervises the Training and Quality teams to complete improvement projects in the areas of curriculum design and educational content development. Oversees a team of specialists who evaluate and monitor transactions (voice, data, EMR), identify variations between process and application and provides coaching/feedback to employees. Provides direct oversight of the training needs for the Contact Center. Oversees a team of trainers who execute training for all areas of the access department as requested. This responsibility includes both onboard and continuous education activities. The responsibilities are accomplished by managing a staff of analyst and trainers and works closely with other access departments to provide support in the areas of quality and training.

EDUCATION/EXPERIENCE REQUIRED:

• Bachelor's degree in a related field, or the equivalent combination of education and experience required.
• Minimum of three (3) years of progressively more responsible relevant experience (i.e. healthcare, quality assurance, training, customer relationship management, or business office) is required.
• Leadership experience and instructional design experience is strongly preferred.
• Previous knowledge and experience in leading initiatives/project management is highly desirable.
• Ability to consistently present scripted training materials and to conduct engaging and effective training sessions to diverse audiences including leadership, staff, and others.
• Ability to manage complex, simultaneous assignments with potentially conflicting priorities and deadlines.
• Must be self-directed, organized, and project a professional image.
• Ability to identify when input from Director or another senior staff member is necessary.
• Strong diplomacy, collaboration and presentation skills.
• Ability to facilitate teams and help group reach consensus on complex issues.
• Strong interpersonal skills; ability to communicate effectively with all levels of management and staff across the System.
• Computer Skills including Excel, Word, PowerPoint, and Visio highly preferred.
• Oral and written communication skills, including the ability to teach technical/analytical concepts to non-technical managers and staff.
• Ability to design educational curriculum incorporating operational workflows and policies.
• Patience, with the ability to adapt to challenging training situations & personalities.
• Ability to maintain a high-level of energy, adaptability and flexibility.

Additional Information

• Organization: Corporate Services
• Department: Ambulatory Contact Center
• Shift: Day Job
• Union Code: Not Applicable