Training & Quality Assurance Consultant II (Scheduling) Clackamas, OR
To identify, assess and provide thorough planned learning, which develops the key competencies that enable staff to effectively perform their job functions. To assist in monitoring the work completed by staff, and to assure understanding of key concepts and policies and procedures. Reports to supervisors and management individuals progress and identifies additional training and quality assurance needs and performance. Responsible for program development when there are new products and/or services. Provides training to other department staff, clinic staff and clinicians on a broad range of systems and applications. Researches, designs, develops, writes, and edits documents to communicate information and or professional training programs in order to achieve department objectives.
Communications and technical writer for protocols, guidelines presentations and instruction manuals. Must have both a firm grasp of the language in which they write and the subject area around which their work centers. Consult on work intake for our department to help guide decisions appropriately. Attend meetings representing our department, discussing new products and new work assignments for the department. Designs processes collecting and analyzing data recommending improvements and/or demonstrating the value of courses/programs for the department. Responsible for the planning, implementation and development of programs and projects to achieve department goals. Develop cross training activities as necessary to increase departmental effectiveness and efficiency. Ensures appropriate formatting and brand identity is maintained in all course materials, visual aids, web-pages and team communications. Reviews, creates and updates professional training materials, policies and procedures and guidelines. Manages development of content for Online Tools and associated websites. Creates forms and tools required for standardization of processes within the department. Utilizes knowledge of best practices around interactive web-based training design and curriculum development to collaborate with subject matter experts to create interactive and stimulating web-based training. Instructs and trains contact center staff, in contact center departmental guidelines, HIPPA regulations, scripts, protocol usage, customer service, and National and Regional policies (not covered in the use of KP Learn or other WBT methods). Responsible for training and teaching activities through curriculum development of precise, clear and easily understood materials through a variety of instructional methods (computer, visual and verbal). Works with analysts and management to create refresher classes in areas noticed by data received, people pulse survey results, scorecards or requests from management team to help ensure performance improvement services are available to staff. Refresher training may be in the form of classroom instruction, individual coaching or small group reviews to help staff improve their job skills. Instructs in the use of various information systems, including but not limited to KP Health Connect (EPIC CARE, Cadence), Common Membership, telephony, TIME, Attendance, MySchedule, or other systems used by the department. Adjusts communication style to assure internal customers receive service in a clear, correct and consistent manor. Works independently, and provides feedback to both trainees and management staff. Assist in the hiring of new employees. Serves as resource acting as a mentor and coach in assisting team members. Quality Assistance responsibilities: Evaluating Quality Assurance process, listen, audit, evaluate and report on individual and department quality, prepares procedures and processes to improve overall quality, participates in quality improvement activities and monthly quality assurance audits. Subject matter expert person for all new or existing job functions.
- Other duties as requested.
- Minimum five (5) years of experience working in a call center/contact center environment or clinical staff scheduling/templating department or similar experience.
- Minimum four (4) years of quality assurance experience.
- Minimum four (4) years of experience providing training in adult learning training techniques.
- Bachelor's degree OR four (4) years of experience in a directly related field.
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration
- Excellent interpersonal and communication skills; able to work effectively with a variety of personalities, learning styles, and skill levels.
- Thorough knowledge of operations of computer systems and equipment.
- Demonstrated PC Skills (software- MS Office suite and hardware).
- Meet the Service Behaviors.
- Through knowledge of Quality Assurances Practices.
Primary Location: Oregon,Clackamas,Regional Process Center 10220 SE Sunnyside Rd.
Scheduled Hours (1-40): 40
Working Days: Mon-Fri
Job Type: Standard
Employee Status: Regular
Employee Group: Salaried, Non-Union, Exempt
Job Level: Individual Contributor
Job: Customer Services
Public Department Name: Access Management / Clinician Scheduling
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.
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