Patient Access Quality and Development Coordinator

Southwoods Health; Boardman (OH); Presencial; USD 48.000 - 65.000; Jornada completa

Descripción de la vacante

Southwoods Health is seeking a Patient Access Quality and Development Coordinator to oversee quality standards, training programs, and workforce strategies within our Boardman-based Scheduling and Call Center operations.

The role conducts performance reviews, delivers coaching, and supervises staff to ensure an exceptional patient experience. A high school diploma is required; healthcare admin education preferred, with strong analytical and communication skills.

Formación

• High School Diploma or GED required; higher education preferred.
• Experience in QA auditing, staff development, or performance improvement.
• Experience in healthcare patient access, call centers, or medical scheduling preferred but not required.
• Proficiency with Microsoft Office; EMR or workforce tools a plus.

Responsabilidades

• Quality Assurance: Audit scheduling accuracy, protocol compliance, and patient communication in calls and EMR entries.
• Staff Training & Onboarding: Design and deliver targeted training and EMR workflow programs for new hires and staff.
• Coaching & Feedback: Provide objective performance insights and deliver constructive coaching to team members.
• Knowledge Management: Update the department Knowledge Management System to keep provider protocols current.
• Workforce Management: Analyze call volumes and schedules to recommend staffing adjustments.
• Team Leadership: Supervise staff, set daily priorities, and perform performance evaluations.

Conocimientos

Analytical skills

Organizational skills

Presentation skills

Feedback and coaching

Discretion

Educación

High School Diploma or GED

Healthcare Administration education

Herramientas

Microsoft Office

EMR software

Call center systems

Workforce management tools

Descripción del empleo

Southwoods Health is hiring a Patient Access Quality and Development Coordinator to work full-time at our main office in Boardman, located at the Southwoods Executive Centre.

This role develops, implements, and oversees quality standards, training programs, and workforce management strategies supporting our busy Scheduling and Call Center operations (including referral and Pain/Surgery workflows). The Coordinator conducts performance reviews, delivers targeted coaching, oversees the department’s training curriculum, and supervises assigned staff to ensure an exceptional patient experience.

Core Responsibilities

• Quality Assurance: Review inbound/outbound calls and EMR entries to audit scheduling accuracy, compliance with protocols, and patient communication standards.
• Staff Training & Onboarding: Design and deliver targeted training programs, cross-training initiatives, and specialized department EMR workflows for new hires and current staff.
• Coaching & Feedback: Provide objective performance insights to department leadership and deliver actionable, supportive coaching to team members.
• Knowledge Management: Update and maintain the department Knowledge Management System (KMS) to ensure provider protocols and workflows remain accurate and current.
• Workforce Management: Analyze call volumes, workload trends, and schedule adherence to recommend staffing adjustments that meet operational goals.
• Team Leadership: Directly supervise assigned staff, organize daily priorities, support peer trainers/preceptors, and complete performance evaluations.

Qualifications & Requirements

• Education: High School Diploma or GED required. Higher education or certification in Healthcare Administration, Business, Analytics, or Education is preferred.
• Experience: Experience in QA auditing, staff development, performance improvement, or healthcare operations is preferred. Prior experience in healthcare patient access, call centers, or medical scheduling is highly preferred but not required.
• Technical Skills: Proficiency with Microsoft Office suite. Familiarity with EMR software, call center recording systems, or workforce management tools is a plus.
• Core Competencies: Strong analytical, organizational, and presentation skills. Ability to deliver constructive feedback and adapt training styles to different learning needs. High level of independence, objectivity, and discretion with confidential data.

Schedule & Setting

• Status: Full-time, in-office
• Hours: Monday – Friday, Day Shift
• Location: Boardman, OH (Southwoods Executive Centre)

At Southwoods, it's not just about the treatment, but how you're treated. #SWH

southwoodshealth.com