Manager, Training and Quality - Access & Engagement Center

Nemours-Children; Jacksonville (FL); Hybrid; USD 95,000 - 125,000; Full time

Job summary

Nemours Children’s Health is seeking a Manager, Access & Engagement Center Training and Quality to lead training and QA strategy for high-volume contact center operations. This hybrid leadership role focuses on strengthening patient access, improving team readiness, and delivering family-centered experiences.

The role builds and leads Trainers and QA Specialists while developing scalable programs that support quality, productivity, compliance, engagement, and service excellence in a healthcare

Qualifications

• Experience leading training and QA programs in high-volume environments.
• Ability to translate workflows into scalable training solutions.
• Strong communication, collaboration, and change-management skills.

Responsibilities

• Build, lead and develop a team of Trainers and QA Specialists, setting clear expectations and supporting accountability.
• Design, implement, and continuously improve training and QA programs that prepare associates to deliver patient-centered service.
• Align onboarding, refresher training, quality monitoring, and job aids with evolving workflows and priorities.
• Use technology and learning platforms to deliver, track, and scale initiatives across teams/regions.
• Analyze quality trends and performance data to identify gaps and recommend improvements.
• Partner with leadership to support operational goals and respond to training needs.
• Promote continuous improvement, engagement, inclusion, and service excellence.

Skills

Team leadership

Training design

Quality assurance

Data analysis

Healthcare operations

Education

Bachelor's degree

Tools

Learning Platforms

Quality Tools

Job description

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-centered 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-centered 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.