Quality and Education Specialist- Central Access Scheduling-3

Ann & Robert H. Lurie Children’s Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research, and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do. Ann & Robert H. Lurie Children’s Hospital of Chicago is ranked in all 10 specialties by the U.S. News & World Report. Location 680 Lake Shore Drive Job Description The Quality Assurance & Education Specialist is responsible for conducting performance audits, delivering feedback, and facilitating staff education within the Centralized Access Center. This role ensures consistent adherence to quality standards, supports onboarding and refresher training, and promotes a culture of learning and improvement aligned with the department’s performance philosophy. It also uses insights from quality and training activities to inform the design and evolution of onboarding and education programs, connecting quality metrics, education, and onboarding to equip new and existing employees to deliver consistent, high‑quality services. Essential Job Functions Conduct regular audits and ensure accuracy of documentation and scoring to assess compliance with organizational standards and service expectations. Evaluate staff performance according to quality metrics and provide detailed, constructive feedback to assigned staff members. Identify trends, recurring issues, and process barriers that may affect call quality, culture, or patient satisfaction. Collaborate with the Manager of Quality, Education, and Development to identify department‑wide performance themes and improvement opportunities. Deliver training for new hires, develop, and facilitate continuing education sessions for staff. Serve as a subject matter expert for scheduling workflows and Epic functionality. Model professional communication, promote a supportive, engaging, and mission‑driven culture within the call center. Perform other job functions as assigned. Knowledge, Skills, and Abilities Minimum of two (2) years of experience in scheduling, patient access, or healthcare operations. High school diploma required. Experience in auditing, education, or training within a healthcare environment. Proficiency with Epic or other EMR scheduling workflows. Strong written and verbal communication skills with a professional demeanor. Demonstrated organizational and follow‑through abilities. Leadership or project coordination experience preferred. Clinical or healthcare background preferred; RN license not required. Pay Range $65,520.00 – $107,120.00 Salary. This range represents minimum and maximum targets for the position and is regularly reviewed to stay aligned with market conditions. In addition to base salary, Lurie Children’s offers a comprehensive rewards package that may include differentials for some hourly employees, leadership incentives for select roles, health and retirement benefits, and wellbeing programs. Benefits For full time and part time employees who work 20 or more hours per week we offer a generous benefits package that includes: Medical, dental, and vision insurance Employer paid group term life and disability Employer contribution toward Health Savings Account Flexible Spending Accounts Paid Time Off (PTO), Paid Holidays, and Paid Parental Leave 403(b) with a 5% employer match Various Voluntary Benefits Supplemental Life, AD&D, and Disability Critical Illness, Accident, and Hospital Indemnity coverage Tuition assistance Student loan servicing and support Adoption benefits Backup childcare and eldercare Employee Assistance Program, and other specialized behavioral health services and resources for employees and family members Discount on services at Lurie Children’s facilities Discount purchasing program Equal Employment Opportunity Lurie Children’s and its affiliates are equal employment opportunity employers. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin, ancestry, age, disability, marital status, pregnancy, protected veteran status, order of protection status, protected genetic information, or any other characteristic protected by law. For questions about how to request an accommodation please contact: View email address on click.appcast.io. #J-18808-Ljbffr Ann & Robert H. Lurie Children's Hospital of Chicago