Training & Quality Manager – Patient Access Center

Nemours Children's Health; Jacksonville (FL); Hybrid; USD 95,000 - 130,000; Full time

Job summary

Nemours Children's Health in Jacksonville invites a dynamic Manager, Access & Engagement Center Training and Quality to lead our training and quality assurance strategy for high-volume operations. You will build and mentor a team of Trainers and QA Specialists, aligning onboarding, ongoing learning, and performance monitoring with patient-centered service standards in a hybrid work environment.

The ideal candidate brings proven people leadership, experience in training, quality assurance, and

Qualifications

• Bachelor's degree required.
• Minimum of three (3) years of relevant experience in training, QA, or contact center operations.
• Internal candidates may be considered in lieu of the degree requirement based on demonstrated performance.
• Experience designing training content for adult learners, including remote teams.
• Supervisory experience in high-volume healthcare contact centers preferred.

Responsibilities

• Build and lead a team of Trainers and Quality Assurance Specialists with clear expectations.
• Design and improve training and QA programs that ensure patient-centered service.
• Align onboarding and refresher training with evolving workflows and service standards.
• Use learning platforms and quality tools to scale initiatives across teams.
• Analyze quality trends and performance data to identify gaps and improvements.
• Partner with leaders to support operational goals and respond to training needs.

Skills

People leadership

Training design

Quality assurance

Data-driven decision making

Healthcare operations understanding

Communication skills

Education

Bachelor's degree

Tools

LMS (Learning Management System)

Quality monitoring tools

Reporting tools

Job description

Nemours Children's Health in Jacksonville invites a dynamic Manager, Access & Engagement Center Training and Quality to lead our training and quality assurance strategy for high-volume operations. You will build and mentor a team of Trainers and QA Specialists, aligning onboarding, ongoing learning, and performance monitoring with patient-centered service standards in a hybrid work environment.

The ideal candidate brings proven people leadership, experience in training, quality assurance, and