PEC/Senior Manager Training, Development and Quality Assurance

Eye Care Partners Career Opportunities; Montgomery (AL); Hybrid; USD 90,000 - 130,000; Full time

Job summary

EyeCare Partners is seeking a Senior Manager of Training, Development and Quality Assurance to lead onboarding and ongoing training for the Patient Engagement Centers. You will collaborate with IT, clinics and operations to shape training programs, document procedures, and uphold quality standards across internal teams, BPO partners and Ai Agent integrations.

You will design modules, manage LMS workflows, coach leaders and ensure content remains current with evolving processes and regulations.

Qualifications

• 2+ years of People Leadership experience.
• 2+ years relevant experience training in a Call Center environment.
• Experience designing and executing training programs.
• Familiar with classroom, e-learning, workshops, simulations.
• Experience with LMS and multiple delivery modalities.
• Experience with eLearning authoring tools (Articulate 360, Storyline 360, Camtasia, Adobe Creative Suite, PowerPoint).
• Proficient with MS Excel, PowerPoint.

Responsibilities

• Lead onboarding, training and quality programs for the Patient Engagement Center.
• Create, deliver and evaluate training materials.
• Develop e-learning modules, videos, instructor-led and web-based training.
• Maintain training resources aligned with current processes.
• Coach and mentor the quality, training and development team.
• Assess future training needs and deliver job aides and SOPs.
• Oversee quality evaluations of patient interactions with stakeholders.
• Partner with cross-functional teams to ensure content relevance.
• Monitor training program effectiveness and report results.

Skills

People leadership

Training design

eLearning development

Quality assurance

Cross-functional collaboration

English communication

MS Office

Education

High School diploma or GED

Associate's or Bachelor's degree

Tools

Learning Management Systems

Articulate 360

Storyline 360

Camtasia

Adobe Creative Suite

PowerPoint

Excel

Job description

EyeCare Partners is the nation’s leading provider of clinically integrated eye care. Our national network of over 300 ophthalmologists and 700 optometrists provides a lifetime of care to our patients with a mission to enhance vision, advance eye care and improve lives. Based in St. Louis, Missouri, over 650 ECP-affiliated practice locations provide care in 18 states and 80 markets, providing services that span the eye care continuum. For more information, visit

Job Title: Patient Engagement Center Senior Manager Training, Development and Quality Assurance

Must reside in the following states:

• AL
• AZ
• FL
• GA
• IL
• IN
• KS
• KY
• MI
• MN
• MO
• NC
• NJ
• OH
• OK
• PA
• TX
• VA

Job Summary

Senior Manager of Training, Development and Quality Assurance is responsible for leading the Onboarding, Training and development of new and existing employees.; including both internal and support of BPO partners. Support and connectivity with Ai Agent to ensure the training, documentation of process and procedures along with quality expectations are in place. Team is responsible for Quality Assurance for the Patient Engagement Centers for Optometry including both internal team members, BPO and Ai Agent. This role plays a key role in shaping the culture of the team, and setting team members up for overall success in the organization. Role will partner closely with key stakeholders internally within the Patient Engagement Centers as well as cross-functionally including IT, Clinics/Offices, doctors and overall operations.

Duties and Responsibilities

• Key leader for the Patient Engagement center supporting new hire training, ongoing career enrichment and oversee quality program.
• Create, deliver and evaluate training material for the Patient Engagement Centers
• Development of e-learning modules, videos, instructor led and web-based training content.
• Maintain and update training resources to align with current processes
• Comfortable operating technology for training classroom
• Coach, Develop and Mentor the quality, training and development team
• Identify and assess future and current training needs for the team
• Produce and deliver job aides, Standard Operating Procedures and other documentation as necessary
• Oversee senior Supervisor who has oversight for quality consultants who performs quality evaluations on patient interactions
• Partner with stakeholders inside and outside the Patient Engagement Center to assure content relevancy
• Support ongoing development of Patient Engagement Center employees
• Evaluate quality data and scorecard metrics including survey data and make recommendations for training and development based on results
• Support overall documentation of processes and procedures to be utilized by the Patient Engagement Centers along with the overall organization.
• Assess process changes or business updates to identify most effective communication vehicle for delivery to Patient Engagement Center
• Support ongoing leadership development for patient engagement center supervisors, leads and operations.
• Partner with cross-functional business partners to ensure consistent content and delivery of training
• Oversee successful performance of new hire trainees and employees during new hire development
• Monitor and evaluate training program’s effectiveness, success and report on them to the business
• Maintain a strong understanding of training delivery trends, tools, technology and best practices
• Key leadership partner to BPO leadership and training team to ensure excellence in performance for BPO team members supporting patients

Education, Licensure & Certification Requirements

High School Diploma or GED

Associate's Degree or Bachelor's Degree Required

Experience Requirements

• 2+ years of People Leadership experience
• 2+ years relevant experience training in a Call Center environment
• Track record in designing and executing successful training programs
• Familiarity with various training methods (Classroom, e-learning, workshops, simulations)
• Prior experience with learning management systems and various learning delivery modalities, such as self-paced learning, mobile learning, instructor-led learning, asynchronous and synchronous e-learning, and blended learning; required.
• Prior experience in eLearning development and course building experience using various authoring tools (e.g., Articulate 360, Storyline 360, Cantasia, Adobe Creative Suite, Microsoft PowerPoint, etc.); required.
• Experience with instructional design project management tools and graphic design experience a plus.
• Highly proficient with MS products (Excel, PowerPoint)

Knowledge, Skills and Abilities Requirements

• Subject matter expert for Patient Engagement Center processes and procedures of Operations for a Patient Advocate.
• Professional in appearance and actions
• Logical and Critical thinking skills
• Enjoys learning new technologies and systems
• Detail oriented, professional attitude, reliable
• Exhibits a positive attitude and is flexible in accepting work assignments and priorities
• Meets attendance and tardiness expectations
• Management and organizational skills to support the leadership of this function
• Ability to follow or provide verbal & written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations
• Interpersonal skills to support customer service, functional, and teammate support need
• Able to communicate effectively in English, both verbally and in writing
• Ability for basic to intermediate problem solving, including mathematics
• Intermediate to Advanced computer operation
• Proficiency with Microsoft Excel, Word, PowerPoint and Outlook
• Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines

Location

For on-site team members, general office conditions. For remote team members, maintain the ability to work in a remote environment while performing required duties and remaining patient focused. Able to work varying shifts including early mornings/evenings to attend meetings and cross training or support other initiatives. The team member is responsible for providing and maintaining a workspace where interruptions are controlled during work hours. The work area should have minimum noise and distraction and be suitable for guarding confidential Company information.

EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.

NOTE: Job descriptions are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs. Nothing in this job description restricts management right to assign or reassign duties and responsibilities to this job at any time.