Visionary Training Strategist for Patient Access Excellence

3 weeks ago


Los Angeles, California, United States American Health Quality Association Full time

Job Summary:

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  • Develop and implement comprehensive training programs to enhance the skills of Patient Access Organization (PAO) staff, ensuring they provide exceptional support to patients.
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About the Role:

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The Director of Quality and Support Services plays a pivotal role in driving continuous improvement initiatives across the PAO, focusing on service quality, staff performance, and operational efficiency.

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Key Responsibilities:

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  2. Oversight of Quality Assurance Team, Coaching, Training, and Patient Services Teams">
  3. Design and implementation of just-in-time training models">
  4. Implementation of continuous improvement initiatives">
  5. Ensuring adherence to approved protocols within Key Performance Indicators">
  6. Overseeing assessment program, coaching for adult-learners, and tracking data for performance reporting">
  7. Establishing a robust training and coaching program to ensure compliance and consistency">
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Qualifications:

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  2. Bachelor's degree in healthcare administration, Business Organizational Development, or a related field">
  3. Minimum five (5) years of contact center operations, quality assurance, training or process improvement experience">
  4. Experience in call center quality, coaching, and training">
  5. Demonstrated ability to implement just-in-time training models and lead continuous improvement initiatives">
  6. Strong understanding of call center technologies, data analysis tools, and performance metrics">
  7. Strong understanding of adult learning theories and models, with experience in developing training programs tailored for adult learners">
  8. Excellent leadership, communication, and problem-solving skills">
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Salary Range: $124,600 - $289,400



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