Training & Quality Manager, Patient Access (Hybrid)

Nemours in; Jacksonville (FL); Hybrid; USD 90,000 - 125,000; Full time

Job summary

Nemours Children's Health is seeking a dynamic leader to serve as Manager, Access & Engagement Center Training and Quality. This role will guide the training and quality assurance strategy for a high-volume contact center, focused on improving patient access and family-centered service.

You will build and direct a team of Trainers and Quality Assurance Specialists, aligning onboarding and ongoing training with evolving workflows, systems, and service standards.

Qualifications

• Bachelor's degree required.
• Minimum of three (3) years of supervisory experience in a high-volume contact center.
• At least three (3) years of supervisory experience in Revenue Cycle.
• Experience designing training content for adult learners, including remote teams.

Responsibilities

• Build, lead and develop a team of Trainers and QA Specialists with clear expectations.
• Design and continuously improve training and QA programs for consistent, patient-centred service.
• Align onboarding, refresher training, quality monitoring, and learning resources with evolving workflows.
• Use LMS and quality tools to deliver, track, and scale training and quality initiatives.
• Analyze quality trends and performance data to identify gaps and improvements.
• Partner with Access & Engagement and center leaders to support operational goals.

Skills

People leadership

Training & QA

Healthcare ops

Data analysis

Communication

Cross-functional work

Education

Bachelor's degree

Job description

Nemours Children's Health is seeking a dynamic leader to serve as Manager, Access & Engagement Center Training and Quality. This role will guide the training and quality assurance strategy for a high-volume contact center, focused on improving patient access and family-centered service.

You will build and direct a team of Trainers and Quality Assurance Specialists, aligning onboarding and ongoing training with evolving workflows, systems, and service standards.