Manager, Training and Quality - Access & Engagement Center

Nemours in; Jacksonville (FL); Hybrid; USD 90,000 - 125,000; Full time

Job summary

Nemours Children's Health is seeking a dynamic leader to serve as Manager, Access & Engagement Center Training and Quality. This role will guide the training and quality assurance strategy for a high-volume contact center, focused on improving patient access and family-centered service.

You will build and direct a team of Trainers and Quality Assurance Specialists, aligning onboarding and ongoing training with evolving workflows, systems, and service standards.

Qualifications

• Bachelor's degree required.
• Minimum of three (3) years of supervisory experience in a high-volume contact center.
• At least three (3) years of supervisory experience in Revenue Cycle.
• Experience designing training content for adult learners, including remote teams.

Responsibilities

• Build, lead and develop a team of Trainers and QA Specialists with clear expectations.
• Design and continuously improve training and QA programs for consistent, patient-centred service.
• Align onboarding, refresher training, quality monitoring, and learning resources with evolving workflows.
• Use LMS and quality tools to deliver, track, and scale training and quality initiatives.
• Analyze quality trends and performance data to identify gaps and improvements.
• Partner with Access & Engagement and center leaders to support operational goals.

Skills

People leadership

Training & QA

Healthcare ops

Data analysis

Communication

Cross-functional work

Education

Bachelor's degree

Job description

Manager, Training and Quality - Access & Engagement Center (Finance)

Nemours Children's 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-centred 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 families. In 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.

What You’ll 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-centred 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 We’re 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

• Bachelor's 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 Children's 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.

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About Us

Nemours Children's Health is an internationally recognized pediatric health system serving more than 1.7 million patient encounters each year. We deliver care across six states through two freestanding children's hospitals - Nemours Children's Hospital, Delaware and Nemours Children's Hospital, Florida - along with a network of more than 80 primary, urgent, and specialty care practices and more than 40 hospital partnerships.

Backed by the Nemours Foundation and Alfred I. duPont Trust, our $1.7B nonprofit system is dedicated to improving children's health through clinical care, research, education, advocacy, and prevention. Our Whole Child Health approach focuses equally on prevention and treatment, partnering with communities to help every child thrive.

Inclusion and belonging guide our strategy and growth. We are committed to culturally relevant care, reducing health disparities, and fostering an environment where every associate, patient, and family feels supported and valued.

Learn more at Nemours.org .