Quality/Edu Program Manager, Patient Connection Center, FT, Days, (REMOTE) Piedmont Healthcare

JOB PURPOSE:
Responsible for leading and development of Patient Connection Center Education and Quality Assurance programs, including new employee training/onboarding, quality assurance and ongoing educational needs. This position ensures consistent development and coordination of all learning strategies, training policies and procedures, course content, and delivery. Responsible for planning, developing, and maintaining quality assurance policies, programs, and initiatives for the Patient Connection Center based on quality standards, tools, and methods to ensure the department is meeting established quality standards and performance metrics. Works closely with PCC Operational Effectiveness team members, analysts and leadership to ensure effective execution of training/quality activities and determines additional training and communication needs. Collaborates closely with Epic training team, human resources, and other stakeholders to ensure an effective and seamless employee learning experience; assesses training and communication needs associated with process changes and/or system implementations or updates. Maintains effective communication and engagement strategies, including standardization and organization of policies, procedures and other related content. Provides direct leadership and guidance to Educators and Quality Assurance Coordinators, ensuring that education and quality assurance programs are effectively executed within their supported functional area. Maintains consistent communication with leadership, leads advisory panels and change management related to education and quality programs, including consistent communication of key programmatic updates and success metrics.

KEY RESPONSIBILITIES:
1. Responsible for the development and delivery of training and quality assurance services to the Patient Connection Center department.
2. Establishes training goals and objectives in conjunction with the operational leaders and operational effectiveness team.
3. Monitors and reviews the progress of end-user training by using questionnaires and through discussions with operational leaders and Operational Effectiveness leadership and Contact Center Effectiveness team.
4. Provides leadership in resolving specific training problems, either on a one-to-one basis or in groups.
5. Develops and communicates training, onboarding and quality status reports.
6. Manages the overall training and onboarding schedules for the Patient Connection Center.
7. Assists with system or facility go-lives, changes or implementations when necessary.
8. Manages onboarding for new employees; maintains a positive culture of accountability and growth.
9. Serves as liaison to Epic training team, contact center, Salesforce training specialist, Human Resources and other stakeholders.
10. Manages creation and maintenance of policies, standard operating procedure, job aides and process flow documentation.
11. Leads and develops PCC Educators and Quality Assurance Coordinators.
12. Develops, manages and maintains departmental communication and engagement strategies.
13. Designs and maintains standard communication materials, templates, and content.
14. Develops and manages onboarding, training, and quality program to ensure consistent adherence to designed processes.
15. Maintains documentation to support processes and ensure best practice adoption.
16. Evaluates staff for improved performance after completing training.
17. Understands Patient Connection Center scripting, workflows and tools and is able to connect Revenue Cycle impacts to the patient experience and financial success of the organization.
18. Perform any special assignments as requested.

#LIPOST  #GD  #IND000

Qualifications:

MINIMUM EDUCATION REQUIRED:
Bachelor’s degree is required.

MINIMUM EXPERIENCE REQUIRED:
Five (5) years of progressively responsible professional experience involving training, communications, change management, project management and/or analysis to include one (1) year involving leading people, projects, or programs.

MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW: None.

ADDITIONAL QUALIFICATIONS:
Master’s degree is preferred.
Superior written and verbal communication skills including the ability to present ideas in a clear and compelling manner to both leader and staff level audiences.
Strong creative writing, editing, organizational, strategic planning, project management, analytical, and verbal / interpersonal skills.
Must be able to multi-task and quickly adapt to changing priorities.
Strong working knowledge and expertise with desktop publishing tools such as PowerPoint, Word, Excel and Acrobat required.
Experience with SharePoint a plus.

Benefits: