Location

680 Lake Shore Drive

Job Description

General Summary:

The Quality Assurance & Education Specialist is responsible for conducting performance audits, delivering feedback, and facilitating staff education within the Centralized Access Center. This role ensures consistent adherence to quality standards, supports onboarding and refresher training, and promotes a culture of learning and improvement aligned with the department's performance philosophy. This role will also be responsible for using insights from quality and training activities to inform the design and evolution of onboarding and education programs. By connecting quality metrics, education, and onboarding, this role ensures that new and existing employees are equipped to deliver consistent, high-quality services within the Centralized Access Center.

Essential Job Functions:

• Conducts regular audits and ensures accuracy of documentation and scoring, to assess compliance with organizational standards and service expectations
• Evaluates staff performance according to quality metrics and provide detailed, constructive feedback to assigned staff members
• Identifies trends, recurring issues and process barriers that may affect call quality, culture or patient satisfaction
• Collaborates with the Manager of Quality, Education, and Development to identify department-wide performance themes and improvement opportunities.
• Deliver training for new hires, develop and facilitate continuing education sessions for staff
• Serves as a subject matter expert for scheduling workflows and Epic functionality.
• Models professional communication, promotes a supportive, engaging and mission driven culture within the call center.
• Other job functions as assigned.

Knowledge, Skills and Abilities:

• Minimum of two (2) years of experience in scheduling, patient access, or healthcare operations.
• Highschool diploma required.
• Experience in auditing, education, or training within a healthcare environment.
• Proficiency with Epic or other EMR scheduling workflows.
• Strong written and verbal communication skills with professional demeanor.
• Demonstrated organizational and follow-through abilities.
• Leadership or project coordination experience preferred.
• Clinical or healthcare background preferred; RN license not required

Education

Pay Range
$65,520.00-$107,120.00 Salary

At Lurie Children's, we are committed to competitive and fair compensation aligned with market rates and internal equity, reflecting individual contributions, experience, and expertise. The pay range for this job indicates minimum and maximum targets for the position. Ranges are regularly reviewed to stay aligned with market conditions. In addition to base salary, Lurie Children's offer a comprehensive rewards package that may include differentials for some hourly employees, leadership incentives for select roles, health and retirement benefits, and wellbeing programs. For more details on other compensation, consult your recruiter or click the following link to learn more about our benefits.

Benefit Statement

For full time and part time employees who work 20 or more hours per week we offer a generous benefits package that includes:

Medical, dental and vision insurance

Employer paid group term life and disability

Employer contribution toward Health Savings Account

Flexible Spending Accounts

Paid Time Off (PTO), Paid Holidays and Paid Parental Leave

403(b) with a 5% employer match

Various voluntary benefits:

• Supplemental Life, AD&D and Disability
• Critical Illness, Accident and Hospital Indemnity coverage
• Tuition assistance
• Student loan servicing and support
• Adoption benefits
• Backup Childcare and Eldercare
• Employee Assistance Program, and other specialized behavioral health services and resources for employees and family members
• Discount on services at Lurie Children's facilities
• Discount purchasing program