Patient Engagement Training & Quality Assurance Lead

Eye Care Partners Career Opportunities; Pennsylvania; Hybrid; USD 120,000 - 155,000; Full time

Job summary

EyeCare Partners seeks a Senior Manager of Training, Development and Quality Assurance to lead onboarding, ongoing training, and the quality program for the Patient Engagement Centers. This role partners with IT, clinics, doctors and operations to ensure relevant, up-to-date content and effective training delivery for internal staff, BPO partners, and AI-assisted processes.

The candidate will oversee content development, performance metrics, and leadership coaching, while driving continuous

Qualifications

• Design and implement onboarding, training and development programs for Patient Engagement Centers.
• Develop and maintain e-learning modules, videos and instructor-led training content.
• Manage LMS and multiple delivery modalities (self-paced, instructor-led, blended).
• Ensure documentation and content remain aligned with current processes and quality standards.
• Collaborate with internal IT, clinics, doctors and operations for content relevancy.

Responsibilities

• Create, deliver and evaluate training material for Patient Engagement Centers.
• Develop e-learning modules, videos, instructor-led content and web-based training.
• Maintain and update training resources to align with current processes
• Coach, develop and mentor the quality, training and development team
• Identify future training needs and assess current ones
• Oversee quality consultants who perform patient interaction evaluations
• Partner with stakeholders to ensure content relevancy
• Support ongoing development of Patient Engagement Center employees
• Evaluate quality data and scorecards to inform training decisions
• Document processes and procedures for the centers and organization
• Assess process changes to identify effective communication methods
• Support leadership development for supervisors and operations
• Partner with cross-functional teams to ensure content delivery
• Oversee onboarding and progress of new hires
• Monitor training program effectiveness and report results
• Stay current on training tools and best practices
• Collaborate with BPO leadership to ensure training excellence

Skills

Training leadership

Coaching & mentoring

Cross-functional collaboration

MS Office proficiency

English communication

Education

High School Diploma or GED

Associate's or Bachelor's degree

Tools

Articulate 360

Storyline 360

Camtasia

Adobe Creative Suite

Microsoft PowerPoint

Job description

EyeCare Partners seeks a Senior Manager of Training, Development and Quality Assurance to lead onboarding, ongoing training, and the quality program for the Patient Engagement Centers. This role partners with IT, clinics, doctors and operations to ensure relevant, up-to-date content and effective training delivery for internal staff, BPO partners, and AI-assisted processes.

The candidate will oversee content development, performance metrics, and leadership coaching, while driving continuous