Learning Quality Specialist

Cooper University Health Care; Auckland; On-site; NZD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Learning & Quality Specialist to enhance training and quality initiatives within the Patient Access Center. This role is pivotal in developing and evaluating training materials, ensuring exceptional service delivery, and supporting team performance. The ideal candidate will bring a wealth of experience in instructional design and a passion for healthcare. Join a forward-thinking organization that values professional growth and offers a collaborative environment where your contributions will make a significant impact on patient care and team success.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Retirement Plans

Professional Development Opportunities

Flexible Working Hours

Qualifications

• 3+ years experience in a Contact Center environment, with a focus on learning and quality.
• Strong instructional design skills and ability to create targeted training materials.

Responsibilities

• Design and implement training materials for new hires and ongoing development.
• Oversee call quality initiatives and support supervisors with calibration sessions.

Skills

Instructional Design

Quality Monitoring

Healthcare Knowledge

Communication Skills

Time Management

Education

High School Diploma

Bachelor's Degree

Tools

Epic Reporting

Microsoft PowerPoint

Microsoft Word

Job description

About Us

At Cooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our professionals are continuously discovering clinical innovations and enhancing access to state-of-the-art facilities, equipment, technologies, and research protocols. We offer competitive rates and comprehensive benefits, including health, dental, vision, life, disability, and retirement plans. Cooper also provides 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 Description

Cooper University Health Care seeks an enthusiastic, creative, and passionate professional to serve as a Learning & Quality Specialist in Enterprise Access.

The Learning & Quality Specialist will collaborate with the Patient Access Center, Access Business Services, Access Center Management, and Cooper Business Leaders to support training and job performance. This individual will coordinate the development, maintenance, and evaluation of quality monitoring procedures and processes. They will support the delivery of an exceptional experience to patients, customers, and physicians contacting the Patient Access Center and Access Business Services. The specialist will incorporate Cooper’s mission and values within the Access Center and evaluate individual and team performance to ensure procedures and expectations are met.

The role involves designing, developing, implementing, and evaluating learner materials for new hires, refresher training, informational sessions, or career development. The specialist will oversee call quality initiatives and facilitate calibration sessions supporting supervisors. They will participate in call quality and accuracy initiatives by analyzing Epic Reporting, Call Monitoring, and Cooper Connect Reporting.

Additionally, the specialist may act as a covering supervisor as needed, serving as a subject matter expert and providing floor support.

Experience Required

Minimum of 3 years experience in a Contact Center environment, with demonstrated experience in learning and quality preferred.

Teaching or training experience is preferred; healthcare or medical training experience is a plus.

Experience or knowledge in areas such as Central Scheduling, Medical Terminology, Insurance Verification, Registration, Scheduling, Authorizations, or Referrals is preferred.

Ability to articulate and demonstrate instructional/informational design methodology.

Knowledge of performance measurements, quality initiatives, coaching, staff development, and frontline staff demands.

Education Requirements

High school diploma required; Bachelor’s degree preferred.

Special Requirements

Ability to develop targeted training materials based on learner preferences and characteristics.

Strong instructional design skills, especially in needs assessment and customized development for varied learners; knowledge of performance-based instructional methodology is preferred.

Excellent writing skills for informational and instructional content; graphic design experience is a plus.

Proficiency in PC use, especially the Windows Suite (PowerPoint and Word); experience with E-Learning and alternative media is a plus.

Effective classroom delivery skills to motivate and engage adult learners; high energy, confidence, and a fun, memorable teaching style are essential. A sample presentation may be required.

Motivated, decisive, problem solver with excellent time management, leadership, and organizational skills.

Team player with effective communication skills across all management levels.

Flexibility to work varied hours, including evenings and weekends, as needed.