PEC/Senior Manager Training, Development and Quality Assurance

The posting, as Eye Care Partners Career Opportunities wrote it

EyeCare Partners is the nation’s leading provider of clinically integrated eye care. Our national network of over 300 ophthalmologists and 700 optometrists provides a lifetime of care to our patients with a mission to enhance vision, advance eye care and improve lives. Based in St. Louis, Missouri, over 650 ECP-affiliated practice locations provide care in 18 states and 80 markets, providing services that span the eye care continuum. For more information, visit www.eyecare-partners.com .

Job Title: Patient Engagement Center Senior Manager Training, Development and Quality Assurance

Must reside in the following states: AL, AZ, FL, GA, IL, IN, KS, KY, MI, MN, MO, NC, NJ, OH, OK, PA, TX, VA

Job Summary

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
• Su

[…]
ement 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.

If you need assistance with this application, please contact (636) 227-2600

Please do not contact the office directly – only resumes submitted through this website will be considered.

EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.

NOTE: Job descriptions are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs. Nothing in this job description restricts management right to assign or reassign duties and responsibilities to this job at any time.