Performance and Quality Assurance Trainer - Patient Service Center, Full-time, DaysChicago, Illinois Job REQID 7911 Job Function General Business Shift Day Job (1st) Apply Now
At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?
The Performance Trainer Pt Srv Ctr reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.
- Identifies, investigates, and assists in the implementation of new tools/technology necessary to maintain and improve productivity, effectiveness, quality, customer service, reduce risk and/or reduce costs.
- Coordinates audits to evaluate and improve Patient Service Center performance and quality.
- Produces reports by Pre-Service Specialist and department to indicate overall performance.
- Engages in coaching, feedback and performance improvement strategies for underperforming agents and departments.
- Identifies overall trends and works with manager and partners with leadership to devise programmatic improvements.
- Analyzes data to derive conclusions and construct action plans.
- Leads and develops employee engagement participation and improvement.
- Assists in leading and/or developing plans with team, Team Lead, and Manager to ensure patient satisfaction goals are met.
- Leads training and coaching exercises with employees to continuously improve skill-sets.
- Facilitates a multi-disciplinary and collaborative approach to patient care and interdepartmental problem solving/service delivery.
- Completes other duties assigned by manager.
- Assesses and communicates staff development needs to manager as well as providing feedback to the Manager to support periodic individual evaluations of staff.
- Develops tools to support staff and enhance efficiency.
- Provides input into staff performance reviews.
- May participate with manager in conduction staff performance reviews.
- Gathers all information required for departmental reporting.
- Produces reports as required.
- Monitors daily transaction activity to ensure compliance with procedures.
- Resolves complex or critical situations involving patients, staff and customers: consults with manager for guidance as needed (e.g., complaints, discipline, etc.).
- Monitors queue performance and makes adjustment to staffing schedules to meet objectives.
- Develop and implement policies and procedures as needed to support Service Center functions.
- Work closely with manager to deliver initial and continuous training for new and experienced agents (includes systems, process, and protocol training).
- Ensure staff has access to necessary policies, procedures, training and other resources necessary to complete their responsibilities, and that policies and procedures are updated as necessary.
- Track agent performance including service level, calls answered, contact quality, errors, attendance.
- Enforce Productivity and Quality standards; conduct regular audits of staff performance, with documented feedback.
- Provide one to one coaching and mentoring.
- Bachelor's Degree or equivalent experience.
- Three to five years of training, lead, supervisor or project management experience.
- Strong personal computer skills (Word, Excel, PowerPoint, Visio).
- Excellent verbal and written communication skills.
- Demonstrated problem solving skills.
- Strong financial aptitude and business acumen.
- Excellent interpersonal skills.
- Strong leadership, organization, planning and time management skills.
- Training experience.
- Technical competence in appropriate health care provider areas.
- Supervisory experience or training.
- Bilingual language skills.
Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.
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