Quality And Training Project Manager

About Employer Direct Healthcare

Employer Direct Healthcare is focused on giving access to quality & affordable healthcare for our members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change. We partner with large self-funded employers to create a benefit program for specialized care. We connect with high-quality providers to give our members peace of mind when going into surgery. And we support our members by helping them navigate the tricky aspects of healthcare; whether that be selecting a doctor, scheduling appointments, or following up after a procedure has been completed to make sure our members are feeling better.

About You:

• INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.
• You CARE deeply for your customers. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.
• You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.
• You have a drive and AMBITION to tackle big problems. Big problems required big ideas and a team that supports new ideas.
• You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
• A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You thrive in a TEAM ENVIRONMENT. Collaboration is key in innovation and creating change.

If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.

Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.

Quality and Training Project Manager

We are looking for a Project Manager who will be responsible for assessing the quality of performance of our Member Services teams, who communicate with our members. The Quality and Training Project Manager will monitor training room success for both new hires and ongoing employees. In addition, partner with the Quality team to assess inbound & outbound calls as well as a chat delivery to identify improvement opportunities and confirm procedures driving targeted results. The Quality and Training PM should be familiar with NICE solutions, voice-of-customer analysis, and assessing overall accuracy of phone calls with the members & providers to ensure an optimum experience. This individual must be energetic, passionate, and considered a role model in driving exceptional experiences for customers. The Quality and Training PM will assist in developing processes and procedures for a growing department, as well as enhancing training materials as needed.

Location: Dallas, TX - onsite

Responsibilities And Duties

• Works collaboratively within the team and with “subject matter experts” and “stakeholders” on courseware maintenance, delivery of training and quality standards
• Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors
• Liaison for QA and Training team regarding service delivery improvement opportunities
• Manages assigned projects from kick-off through post project evaluation
• Manages multiple projects simultaneously in a fast-paced environment
• Serve as SME for cross-functional inquiries and training initiatives
• Partner to establish a digital learning environment to member services learning plans for both new hire and ongoing staff
• Partner with member services team to calibrate against standards to drive call and chat quality consistency
• Advocate for a voice-of-customer and voice-of-advocate experience via establishing a continuous feedback loop

Requirements

• Proficient in Microsoft Office (Word, PowerPoint, Excel)
• Strong analytical and independent judgement skills to make effective decisions quickly
• Strong time management skills
• Experience on the front line interacting with customers
• Strong interpersonal skills
• Demonstratable Caring, Patience and empathy
• Solid written and verbal communication skills
• Detail oriented and stickler for consistency within and across courseware
• Minimum of 3+ years in Quality role or experience facilitating corporate training in a classroom environment. A college degree in Adult Learning/Adult Education is acceptable
• Bachelor's Degree in education, healthcare administration, analytics or related field
• Call Center Leadership experience a plus

Benefits

• Paid Parental Leave
• Vision Insurance
• 401k with company match
• Dental Insurance
• Medical Insurance
• Paid Time Off
• Short & Long Term Disability
• Life Insurance

Location: Dallas, TX - onsite