CoperUniversity Health Care
Location
Camden, NJ | United States
Job description
About us
Discover why Cooper University Health Care is the employer of choice in South Jersey
Short DescriptionCooper University Health Care seeks an enthusiastic, creative, and passionate professional to serve as a Learning & Quality Specialist in Enterprise Access.
The Learning & Quality Specialist will work in collaboration with the Patient Access Center, Access Business Services, Access Center Management and Cooper Business Leaders to support training and job performance. In addition, this professional will also coordinate the development, maintenance, and evaluation of quality monitoring procedures and processes. This individual supports the delivery of exceptional experience to patients, customers, and physicians that contact the Patient Access Center and Access Business Services. The Learning & Quality Specialist incorporates Cooper’s mission and values within the Access Center and evaluates individual and team performance to ensure procedures and expectations are followed.
The Learning & Quality Specialist will be responsible for the design, development, implementation and evaluation of varied learner materials for frontline new hire, refresher, informational, or career development purposes. He or she will be responsible for call quality initiatives and facilitate calibration sessions in support of supervisors. Participates in call quality and accuracy initiatives with analyzation of Epic Reporting, Call Monitoring, and Cooper Connect Reporting.
Acts as covering supervisor as needed (as subject matter expert and floor support).
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Experience Required3 years experience in a Contact Center environment with demonstrated experience in both learning and quality capacity preferred
Teaching or training experience is preferred; training experience within a medical or Healthcare environment a plus
Experience in or knowledge of any of the following is preferred: Central Scheduling, Medical Terminology, Insurance Verification, Registration, Scheduling, Authorizations, Referrals
Must be able to articulate and demonstrate an instructional/informational design methodology
Must be knowledgable of performance measurements, quality initiatives, coaching and mentoring, staff development, and the unique demands of frontline staf
Education RequirementsBachelors preferred
Special RequirementsMust be learner-focused, with the ability to develop targeted materials based on learner preferences, characteristics, competencies
Strong instructional design abilities (via experience or education) especially related to needs assessment and customized development for varied learners preferred; knowledge of performance based instructional methodology is preferred
Must have superior writing skills related to informational and instructional material, including the ability to present content in a non-paragraph and linear way. Experience with graphic design is a plus
Must be a high-performing and facile PC user and an expert in the Windows Suite (specifically PowerPoint and Word). Experience with E-Learning and Alternative Media a plus
Must possess solid classroom delivery skills related to motivating and capturing the attention of adult learners; must display high energy, confidence, a sense of fun, and the desire to provide a unique and memorable learning experience. A sample presentation will be required.
Must be motivated, decisive, and a problem solver with excellent time management, leadership aptitude and organizational skills
Must be a team player
Must have demonstrated experience in communicating effectively with all levels of management
Must be able to work varied hours as business needs change (i.e., possible evening and weekend hours)
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