Director Learning Quality

About UsAt Cooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies and research protocols. We have a commitment to our employees to provide competitive rates and compensation programs. Cooper offers full and part-time employees a comprehensive benefits program, including health, dental, vision, life, disability, and retirement. We also provide attractive working conditions and opportunities for career growth through professional development.Discover why Cooper University Health Care is the employer of choice in South Jersey.Short DescriptionThe Patient Access Center seeks an enthusiastic, creative, and passionate professional to serve as Director of the Learning and Quality team overseeing Learning and Quality Specialist in the Patient Access Center and Access Business Services.Work in collaboration with 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.The Learning & Quality Director incorporates Cooper’s mission and values within the Access Center and Access Business Services and evaluates individual and team performance to ensure procedures and expectations are followed.The Director of Learning & Quality will be responsible for the design, development, implementation and evaluation 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.Experience RequiredMust have 3-5 years experience in a Contact Center environment with demonstrated experience in both learning and quality capacityMust have 2-3 years supervisory experienceMust have experience in calibration exercises, coaching, and feedback; must exhibit patience, empathy, and other rapport building skillsMust have demonstrated expertise in the creative design, development and delivery of training to an adult audience within a Customer Service / Contact Center environment for both transactional and human skillsTeaching experience or training within a medical or Healthcare environment is requiredEducation RequirementsBachelors requiredLicense/Certification RequirementsDegree in Education, Organizational Development, or in a Clinical Field (i.e., Nursing)Special RequirementsResponsibilies include performing diverse, specialized, and complex work involving significant accountability and decision making responsibilityMust be learner focused, with the ability to develop targeted materials based on learner preferences, characteristics, competencies, etc; Employ varied methods of learning delivery, tools, concepts, and practices to accommodate various adult learning stylesMust possess strong instructional design abilities – via experience or education – especially related to needs assessment and customized development or varied learners; knowledge of a performance-based instructional methodologyMust have superior writing skills related to informational and instructional material, including the ability to present content in a non-paragraph and linear way Must have graphic design experience and be high performing and facile PC user and an expert in the Windows Office Suite (specifically Publisher, PowerPoint, Viseo, and Word); experience with Adobe Captivate a plusMust possess solid classroom delivery skills related to motivating and capturing the attention of adult learners within a Contact Center environment; must display high energy, confidence, a sense of fun, and the desire to provide a unique and memorable learning experience (presentation required)Must be aware of and knowledgable in the latest training and performance trends, including alternative media and approaches, just be able to articulate this knowledgeMust be able to measure and understand impact of learning programsMust collaborate with key stakeholders, cross-functional partners, and subject matter experts to identify and align on learning needs and initiativesMust be able to develop and implement short term and long term learning plans to support competencies in various rolesResponsible to lead and optimize onboarding programs for Patient Access Center and Access Business Services; Oversee management of probationary employees during onboarding and first 90 days (asses whether skills, performance, and reliability fit position and merit continuation of employment); evaluates, counsels, and effectively follows Cooper Progressive Discipline policyManage Learning & Quality team in planning, organizing, managing, reviewing, and evaluation of training programsParticipate in the development and implementation of departmental goals and objectives; defines/recommends and documents departmental policies and procedures, including standard operating proceduresMonitors operations and activities of staff; identifies opportunities for improving service delivery methods and procedures; recommends process changeSalary Min ($)USD $41.00Salary Max ($)USD $70.00Job SummaryJob ID: 71819Category: ManagementShift: 1Type: Full TimeDepartment Name: Access Business Services 1 Federal Street