Senior Manager, Training & Quality for Patient Engagement

Eye Care Partners Career Opportunities

North Carolina

Hybrid

USD 80,000 - 110,000

Full time

8 days ago

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Job summary

EyeCare Partners is seeking a Senior Manager of Training, Development and Quality Assurance to lead onboarding, ongoing training, and the quality program for the Patient Engagement Center. The role partners with IT, clinics, doctors, and operations, and supports A.I./BPO training initiatives with a focus on process documentation and high-quality outcomes.

The role emphasizes leadership, development of e-learning, and maintaining training resources to align with current processes and regulatory

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 LMS and learning delivery modalities (self-paced, mobile, ILT, e-learning, blended).
Experience in eLearning development using authoring tools (Articulate 360, Storyline 360, Cantasia, Adobe CS, PPT).
Proficiency with MS Excel, Word, PowerPoint and Outlook.
Knowledge of HIPAA guidelines.

Responsibilities

Lead onboarding, training, and development for new and existing employees.
Support and collaborate with BPO partners and Ai Agent training initiatives.
Develop and maintain training materials and e-learning modules.
Evaluate and improve quality assurance programs for Patient Engagement Centers.
Partner with IT, Clinics/Offices, doctors and operations to ensure content relevancy.
Coach and mentor the quality, training and development team.
Monitor training effectiveness and report outcomes to leadership.