[Hiring] Senior Manager Training, Development and Quality Assurance @Eye Care Partners Career Opportunities

Role Description

Senior Manager of Training, Development and Quality Assurance is responsible for leading the Onboarding, Training and development of new and existing employees, including both internal and support of BPO partners. Support and connectivity with Ai Agent to ensure the training, documentation of process and procedures along with quality expectations are in place. Team is responsible for Quality Assurance for the Patient Engagement Centers for Optometry including both internal team members, BPO and Ai Agent. This role plays a key role in shaping the culture of the team, and setting team members up for overall success in the organization. Role will partner closely with key stakeholders internally within the Patient Engagement Centers as well as cross-functionally including IT, Clinics/Offices, doctors and overall operations.

Duties and Responsibilities

• Key leader for the Patient Engagement center supporting new hire training, ongoing career enrichment and oversee quality program.
• Create, deliver and evaluate training material for the Patient Engagement Centers.
• Development of e-learning modules, videos, instructor led and web-based training content.
• Maintain and update training resources to align with current processes.
• Comfortable operating technology for training classroom.
• Coach, Develop and Mentor the quality, training and development team.
• Identify and assess future and current training needs for the team.
• Produce and deliver job aides, Standard Operating Procedures and other documentation as necessary.
• Oversee senior Supervisor who has oversight for quality consultants who performs quality evaluations on patient interactions.
• Partner with stakeholders inside and outside the Patient Engagement Center to assure content relevancy.
• Support ongoing development of Patient Engagement Center employees.
• Evaluate quality data and scorecard metrics including survey data and make recommendations for training and development based on results.
• Support overall documentation of processes and procedures to be utilized by the Patient Engagement Centers along with the overall organization.
• Assess process changes or business updates to identify most effective communication vehicle for delivery to Patient Engagement Center.
• Support ongoing leadership development for patient engagement center supervisors, leads and operations.
• Partner with cross-functional business partners to ensure consistent content and delivery of training.
• Oversee successful performance of new hire trainees and employees during new hire development.
• Monitor and evaluate training program’s effectiveness, success and report on them to the business.
• Maintain a strong understanding of training delivery trends, tools, technology and best practices.
• Key leadership partner to BPO leadership and training team to ensure excellence in performance for BPO team members supporting patients.

Qualifications

• High School Diploma or GED.
• Associate's Degree or Bachelor's Degree Required.

Requirements

• 2+ years of People Leadership experience.
• 2+ years relevant experience training in a Call Center environment.
• Track record in designing and executing successful training programs.
• Familiarity with various training methods (Classroom, e-learning, workshops, simulations).
• Prior experience with learning management systems and various learning delivery modalities, such as self-paced learning, mobile learning, instructor-led learning, asynchronous and synchronous e-learning, and blended learning; required.
• Prior experience in eLearning development and course building experience using various authoring tools (e.g., Articulate 360, Storyline 360, Cantasia, Adobe Creative Suite, Microsoft PowerPoint, etc.); required.
• Experience with instructional design project management tools and graphic design experience a plus.
• Highly proficient with MS products (Excel, PowerPoint).

Knowledge, Skills and Abilities Requirements

• Subject matter expert for Patient Engagement Center processes and procedures of Operations for a Patient Advocate.
• Professional in appearance and actions.
• Logical and Critical thinking skills.
• Enjoys learning new technologies and systems.
• Detail oriented, professional attitude, reliable.
• Exhibits a positive attitude and is flexible in accepting work assignments and priorities.
• Meets attendance and tardiness expectations.
• Management and organizational skills to support the leadership of this function.
• Ability to follow or provide verbal & written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations.
• Interpersonal skills to support customer service, functional, and teammate support need.
• Able to communicate effectively in English, both verbally and in writing.
• Ability for basic to intermediate problem solving, including mathematics.
• Intermediate to Advanced computer operation.
• Proficiency with Microsoft Excel, Word, PowerPoint and Outlook.
• Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines.

Location

For on-site team members, general office conditions. For remote team members, maintain the ability to work in a remote environment while performing required duties and remaining patient focused. Able to work varying shifts including early mornings/evenings to attend meetings and cross training or support other initiatives. The team member is responsible for providing and maintaining a workspace where interruptions are controlled during work hours. The work area should have minimum noise and distraction and be suitable for guarding confidential Company information.