Training And Quality Manager

Reporting to the Director of Business Process Optimization , the Manager of Education and Quality Control will ensure an empathy-led, efficient patient onboarding experience by aligning all aspects of Education and ongoing Quality Controls to the Access Center’s operational standards. This position will bring expertise to the department on education and quality monitoring best practice to create effective and engaging programs, some of which will be delivered to remote working employees.

What You'll Do

• Maintain a keen understanding of training trends, developments and best practices
• Oversees the Quality Assurance team members, ensuring ongoing coaching in line with documented scorecard and ongoing development
• Responsible for onboarding all new education and quality team members through a structured certification process
• Continuously improve upon and oversee the quality control program, including guidelines and implementing monitoring technology, scorecards, and quality assurance (QA) process and speech analytics to support the ongoing development of Dispatchers
• Oversee the assessment, content development, scheduling, delivery and measurement of training and quality programs for DispatchHealth Access Center (employees and vendors)
• Engage and develop education team member skill sets to create training curriculum and training delivery programs that enable experts, constantly striving to upskill programs for new hires and tenured team members, as well as refine the current approach based on participant feedback and success metrics
• Provide regular, structured reporting and analysis of quality control metrics
• Identify cross-departmental education opportunities that supports an environment of respect and collaboration
• Ensure continuous, timely and accurate updates to all new hire training materials, Knowledge Management System, Quality Evaluation Forms and Training and Quality-related process documents
• Effectively lead and/or contribute to projects related to business change, such as the roll out of new systems and processes, and change management

What You Need

• Proficiency with Learning Management Systems (LMS), e.g., Skillsoft, Litmos
• Minimum of 5 years of training delivery and design experience, ideally in a fast paced operational/call center environment
• BS/BA degree and equivalent work-related experience
• Understanding training methodologies, e.g., Kirkpatrick, ADDIE, Adult Learning, etc.
• Advanced proficiency in PC applications such as Word, Excel and PowerPoint
• Understanding quality methodologies required, e.g., DMAIC, Six Sigma, etc.
• Technical proficiency with call recording systems such as Genesys, Nice, Qfiniti, Five9, Calabrio and/or Verint or similar; call recording and performance optimization standards
• Experience with Speech Analytics preferred
• Experience in Healthcare preferred

SKILLS, KNOWLEDGE AND ABILITIES

• Proven mentorship and leadership skills
• Problem Solving/Analysis
• Ability to plan, multi-task and manage time effectively
• Excellent oral and written communication skills

Who We Are

DispatchHealth is redefining healthcare delivery through mobile and virtual healthcare. A rapidly scaling Denver, Colo., startup, we provide right-sized healthcare through the power of technology, convenience, and service. DispatchHealth is creating an integrated, convenient, high-touch care-delivery solution that extends the capabilities of the patient's care team and ensures that we provide personalized, quality care in the home or at the patient’s location of need. Our skilled, certified providers arrive onsite with the expertise and tools necessary to administer advanced medical care, supported by our technological infrastructure to ensure quality and to improve outcomes. DispatchHealth brings together experienced professionals with proven success in medicine, engineering and operations and a passion for transforming the healthcare landscape.

DispatchHealth is committed to creating and supporting a diverse and inclusive team and serving all communities. All qualified applicants will be considered for employment regardless of race, gender, gender identity or expression, sexual orientation, religion, national origin, disability, age, or veteran status. DispatchHealth offers a comprehensive benefit package, including medical, dental and vision insurance, 401k, paid time off, family, and short-term disability leave.

Do you want to be part of and thrive in a fast-paced, growth-stage, entrepreneurial technology, and healthcare delivery company?

Are you willing to roll up your sleeves and do what needs to be done?

Are you passionate about transforming healthcare through technology innovation, service and quality care delivered to patients?

Our Mission

We deliver trusted, compassionate care to all in the comfort of home.

Our Vision

Building the world's largest in-home care system.

Our Values are embodied in The DispatchWay

• Innovation to trailblaze a new path for healthcare
• Compassion to provide quality, safe and excellent care
• Integrity to create a respectful and inclusive environment
• Courage to advocate for our patients and each other

Connect With Us

Get to know us! Watch the video above to hear from healthcare professionals on what it's like to work with DispatchHealth. Follow us on Facebook, Twitter and YouTube to learn more.