DIRECTOR LEARNING QUALITY

About the Role

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 Specialists in the Patient Access Center and Access Business Services. This role involves collaboration with Access Center Management and Cooper Business Leaders to support training and job performance, as well as coordinating the development, maintenance, and evaluation of quality monitoring procedures and processes. The Director ensures the delivery of exceptional experiences to patients, customers, and physicians contacting the Patient Access Center, incorporating Cooper’s mission and values while evaluating individual and team performance.

Responsibilities include designing, developing, implementing, and evaluating varied learner materials for frontline new hire, refresher, informational, or career development purposes. The role also oversees call quality initiatives and facilitates calibration sessions in support of supervisors.

Responsibilities

• Perform diverse, specialized, and complex work involving significant accountability and decision-making responsibility.
• Develop targeted training materials based on learner preferences, characteristics, and competencies, employing varied methods of learning delivery to accommodate adult learning styles.
• Demonstrate strong instructional design abilities, including needs assessment and customized development for varied learners, with knowledge of performance-based instructional methodology.
• Create informational and instructional materials with superior writing skills, presenting content in non-paragraph and linear formats.
• Utilize graphic design experience and proficiency in the Windows Office Suite (Publisher, PowerPoint, Visio, Word); experience with Adobe Captivate is a plus.
• Deliver engaging classroom training to motivate and capture the attention of adult learners in a Contact Center environment, displaying high energy, confidence, and creativity.
• Stay knowledgeable about the latest training and performance trends, including alternative media and approaches.
• Measure and understand the impact of learning programs.
• Collaborate with key stakeholders, cross-functional partners, and subject matter experts to identify and align on learning needs and initiatives.
• Develop and implement short-term and long-term learning plans to support competencies in various roles.
• Lead and optimize onboarding programs for the Patient Access Center and Access Business Services.
• Oversee management of probationary employees during onboarding and the first 90 days, assessing skills, performance, and reliability to determine continuation of employment; evaluate, counsel, and follow Cooper’s Progressive Discipline policy.
• Manage the Learning & Quality team in planning, organizing, reviewing, and evaluating training programs.
• Participate in developing and implementing departmental goals and objectives; define, recommend, and document departmental policies and procedures, including standard operating procedures.
• Monitor operations and activities of staff, identifying opportunities for improving service delivery methods and procedures; recommend process changes.

Requirements

• 3-5 years of experience in a Contact Center environment with demonstrated experience in both learning and quality capacities.
• 2-3 years of supervisory experience.
• Experience in calibration exercises, coaching, and feedback; must exhibit patience, empathy, and rapport-building skills.
• 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.

Qualifications

• Bachelor’s degree required; degree in Education, Organizational Development, or a Clinical Field (e.g., Nursing) preferred.
• Strong instructional design abilities, especially related to needs assessment and customized development for varied learners.
• Superior writing skills for informational and instructional materials, with the ability to present content in non-traditional formats.
• Graphic design experience and proficiency in the Windows Office Suite (Publisher, PowerPoint, Visio, Word); experience with Adobe Captivate is a plus.
• Solid classroom delivery skills, including motivating and engaging adult learners in a Contact Center environment.

Benefits

Cooper offers full and part-time employees a comprehensive benefits program, including:

• Health, dental, and vision insurance.
• Life and disability insurance.
• Retirement plans.
• Attractive working conditions and opportunities for career growth through professional development.