PECSenior Manager Training, Development and Quality Assurance

EyeCare Partners is the nations 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.

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

Support ongoing leadership development for patient engagement center supervisors leads and operations.

Partner with cross-functional business partners to ensure consistent content and delivery of training

Oversee successful performance of new hire trainees and employees during new hire development

Monitor and evaluate training programs effectiveness success and report on them to the business

Maintain a strong understanding of training delivery trends tools technology and best practices

Key leadership partner to BPO leadership and training team to ensure excellence in performance for BPO team members supporting patients

Education Licensure & Certification Requirements

• High School Diploma or GED
• Associates Degree or Bachelors Degree Required

Experience Requirements

2 years of People Leadership experience

2 years relevant experience training in a Call Center environment

Track record in designing and executing successful training programs

Familiarity with various training methods (Classroom e-learning workshops simulations)

Prior experience with learning management systems and various learning delivery modalities such as self-paced learning mobile learning instructor-led learning asynchronous and synchronous e-learning and blended learning; required.

Prior experience in eLearning development and course building experience using various authoring tools (e.g. Articulate 360 Storyline 360 Cantasia Adobe Creative Suite Microsoft PowerPoint etc.); required.

Experience with instructional design project management tools and graphic design experience a plus.

Highly proficient with MS products (Excel PowerPoint)

Knowledge Skills and Abilities Requirements

• Subject matter expert for Patient Engagement Center processes and procedures of Operations for a Patient Advocate.
• Professional in appearance and actions
• Logical and Critical thinking skills
• Enjoys learning new technologies and systems
• Detail oriented professional attitude reliable
• Exhibits a positive attitude and is flexible in accepting work assignments and priorities
• Meets attendance and tardiness expectations
• Management 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.

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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.