The Patient Access Center seeks an enthusiastic, creative, and passionate professional to serve as Director of the Learning and Quality team overseeing Learning and Quality Specialist in the Patient Access Center and Access Business Services.

Work in collaboration with Access Center Management and Cooper Business Leaders to support training and job performance. In addition, this professional will also coordinate the development, maintenance, and evaluation of quality monitoring procedures and processes. This individual supports the delivery of exceptional experience to patients, customers, and physicians that contact the Patient Access Center.The Learning & Quality Director incorporates Cooper’s mission and values within the Access Center and Access Business Services and evaluates individual and team performance to ensure procedures and expectations are followed.

The Director of Learning & Quality will be responsible for the design, development, implementation and evaluation varied learner materials for frontline new hire, refresher, informational, or career development purposes. He or she will be responsible for call quality initiatives and facilitate calibration sessions in support of supervisors.

Must have 3-5 years experience in a Contact Center environment with demonstrated experience in both learning and quality capacity

Must have 2-3 years supervisory experience

Must have experience in calibration exercises, coaching, and feedback; must exhibit patience, empathy, and other rapport building skills

Must have demonstrated expertise in the creative design, development and delivery of training to an adult audience within a Customer Service / Contact Center environment for both transactional and human skills

Teaching experience or training within a medical or Healthcare environment is required

Bachelors required

Degree in Education, Organizational Development, or in a Clinical Field (i.e., Nursing)

• Responsibilies include performing diverse, specialized, and complex work involving significant accountability and decision making responsibility
• Must be learner focused, with the ability to develop targeted materials based on learner preferences, characteristics, competencies, etc; Employ varied methods of learning delivery, tools, concepts, and practices to accommodate various adult learning styles
• Must possess strong instructional design abilities – via experience or education – especially related to needs assessment and customized development or varied learners; knowledge of a performance-based instructional methodology
• Must have superior writing skills related to informational and instructional material, including the ability to present content in a non-paragraph and linear way
• Must have graphic design experience and be high performing and facile PC user and an expert in the Windows Office Suite (specifically Publisher, PowerPoint, Viseo, and Word); experience with Adobe Captivate a plus
• Must possess solid classroom delivery skills related to motivating and capturing the attention of adult learners within a Contact Center environment; must display high energy, confidence, a sense of fun, and the desire to provide a unique and memorable learning experience (presentation required)
• Must be aware of and knowledgable in the latest training and performance trends, including alternative media and approaches, just be able to articulate this knowledge
• Must be able to measure and understand impact of learning programs
• Must collaborate with key stakeholders, cross-functional partners, and subject matter experts to identify and align on learning needs and initiatives
• Must be able to develop and implement short term and long term learning plans to support competencies in various roles
• Responsible to lead and optimize onboarding programs for Patient Access Center and Access Business Services; Oversee management of probationary employees during onboarding and first 90 days (asses whether skills, performance, and reliability fit position and merit continuation of employment); evaluates, counsels, and effectively follows Cooper Progressive Discipline policy
• Manage Learning & Quality team in planning, organizing, managing, reviewing, and evaluation of training programs
• Participate in the development and implementation of departmental goals and objectives; defines/recommends and documents departmental policies and procedures, including standard operating procedures
• Monitors operations and activities of staff; identifies opportunities for improving service delivery methods and procedures; recommends process change