Manager, Training and Quality Access & Engagement Center

Nemours Childrens Health is seeking a dynamic and collaborative Manager Access & Engagement Center Training and Quality to lead training and quality assurance strategy for our high-volume contact center operations. This highly visible leadership role is ideal for a people-focused process-driven professional who is passionate about strengthening patient access improving team readiness and creating consistent family-centered experiences across the Access & Engagement Center.

As a critical gateway to care the Access & Engagement Center supports appointment scheduling call routing clinical escalation and general information requests for patients and this role you will build and lead a team of Access & Engagement Center Trainers and Quality Assurance Specialists while developing refining and scaling programs that support quality productivity compliance employee engagement and exceptional service.

This is a hybrid role. The ideal candidate is located close to one of our main offices in Orlando Wilmington or Jacksonville but we are open to qualified candidates in any of the following states: Florida Delaware New Jersey or Pennsylvania.

What Youll Do

• Build lead and develop a team of Access & Engagement Center Trainers and Quality Assurance Specialists setting clear expectations and supporting accountability engagement and professional growth.
• Design implement and continuously improve training and quality assurance programs that prepare associates to deliver consistent patient-centered service.
• Align onboarding refresher training quality monitoring job aids and learning resources with evolving workflows systems service expectations and organizational priorities.
• Use technology learning platforms and quality tools to deliver track and scale training and quality initiatives across teams regions or service lines.
• Analyze quality trends training outcomes and performance data to identify gaps assess program effectiveness and recommend improvements.
• Partner with Access & Engagement and access leaders to support operational goals solve problems and respond quickly to emerging training needs.
• Promote a culture of continuous improvement respect for people accountability inclusion and service excellence.
• Support change management and communication efforts related to training expectations quality standards and program updates.

What Were Looking For

The ideal candidate is a strong people leader with experience managing training quality assurance performance improvement or contact center operations in a healthcare patient access customer service or similarly complex environment. This leader will bring excellent communication skills sound judgment comfort with data and technology and the ability to balance strategic program development with day-to-day operational needs.

Key Qualifications

• Experience leading teams coaching employees and building accountability through clear expectations and performance feedback.
• Background in training quality assurance learning and development patient access contact center operations healthcare operations or customer experience.
• Ability to assess workflows identify training or quality gaps and translate findings into practical solutions.
• Strong analytical organizational and communication skills.
• Comfort using learning platforms quality tools reporting resources and other technology to support scalable program delivery.
• Ability to collaborate effectively with leaders stakeholders and cross-functional partners.
• Commitment to continuous improvement employee engagement and excellent patient and family experiences.

Requirements Education and Experience

• Bachelors degree required.
• Minimum of three (3) years of relevant experience required.
• Internal candidates may be considered in lieu of the degree requirement based on demonstrated experience and strong performance.

Training and Leadership Experience

• Demonstrated experience designing engaging training content that supports adult learning including training for remote team members.
• At least three (3) years of supervisory experience in a high-volume contact center required.
• At least three (3) years of supervisory experience in Revenue Cycle required.
• Previous supervisory experience in healthcare preferred.

Patient Access and Revenue Cycle Knowledge

• Experience with registration insurance scheduling or collections services preferred with an emphasis on Patient Access.
• Knowledge of insurance processes and third-party payor systems required.

Why Join Nemours

At Nemours Childrens Health you will be part of a mission-driven organization committed to improving the health of children and supporting the families we serve. This role offers the opportunity to influence how associates are trained supported and equipped to deliver high-quality access experiences every day. You will help shape a culture where teams feel prepared patients and families feel cared for and operational excellence is sustained through strong leadership and continuous improvement.

Apply Today

If you are a collaborative leader who is energized by developing people improving processes and strengthening the patient access experience we invite you to apply for the Manager Access & Engagement Center Training and Quality role.

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