Senior Manager, Patient Engagement Training & QA

Eye Care Partners Career Opportunities; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

EyeCare Partners seeks a Senior Manager of Training, Development and Quality Assurance to lead onboarding, training and development for the Patient Engagement Centers. The role includes ensuring training content, documentation and quality expectations are in place, and partnering with BPO and Ai Agent teams.

You will shape the culture, support leadership development, and collaborate with IT, clinics, doctors and operations to ensure content relevance and successful outcomes.

Qualifications

• 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)

Responsibilities

• Lead onboarding and ongoing career enrichment for the Patient Engagement Center.
• Develop, deliver and evaluate training material for the centers.
• Develop of e-learning modules, videos, instructor-led and web-based training content.
• Maintain and update training resources to align with current processes.
• 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 aids, SOPs and other documentation as necessary.
• Oversee senior supervisor responsible for quality consultants who evaluate patient interactions.
• Partner with stakeholders to ensure content relevancy and ongoing development of staff.
• Evaluate quality data and scorecard metrics and make recommendations for training improvements.
• Document processes and procedures for the centers and the organization.

Skills

People Leadership

Call Center Training

Training Program Design

E-Learning Development

Articulate 360

Storyline 360

Camtasia

Adobe Creative Suite

PowerPoint

MS Excel

Education

High School Diploma or GED

Associate's Degree

Bachelor's Degree

Tools

Articulate 360

Storyline 360

Camtasia

Adobe Creative Suite

PowerPoint

Microsoft Excel

LMS

Job description

EyeCare Partners seeks a Senior Manager of Training, Development and Quality Assurance to lead onboarding, training and development for the Patient Engagement Centers. The role includes ensuring training content, documentation and quality expectations are in place, and partnering with BPO and Ai Agent teams.

You will shape the culture, support leadership development, and collaborate with IT, clinics, doctors and operations to ensure content relevance and successful outcomes.