Supervisor- Quality &Training- Contact Center

GENERAL SUMMARY

The Supervisor, Quality & Training - Contact Center is responsible for process review/improvement, overall metrics, tracking, training and performance standards for the Contact Center. Is also responsible for developing and providing standardized training to all Contact Center audiences for all HFHS locations. Continuously learns, and applies lessons learned and standard processes, to spread successful innovation through the institution.

EDUCATION/EXPERIENCE REQUIRED

• Bachelor's degree in a related field, or the equivalent combination of education and experience required.
• Minimum of three (3) years of progressively more responsible relevant experience (i.e. healthcare, quality assurance, training, customer relationship management, or business office) is required.
• Leadership experience and instructional design experience is strongly preferred.
• Previous knowledge and experience in leading initiatives/project management is highly desirable.
• Ability to consistently present scripted training materials and to conduct engaging and effective training sessions to diverse audiences including leadership, staff, and others.
• Able to manage complex, simultaneous assignments with potentially conflicting priorities and deadlines.
• Must be self-directed, organized, and project a professional image.
• Able to identify when input from Director or another senior staff member is necessary.
• Strong diplomacy, collaboration and presentation skills.
• Able to facilitate teams and help group reach consensus on complex issues.
• Strong interpersonal skills; ability to communicate effectively with all levels of management and staff across the System.
• Computer Skills including Excel, Word, PowerPoint, and Visio highly preferred.
• Oral and written communication skills, including the ability to teach technical/analytical concepts to non-technical managers and staff.
• Able to design educational curriculum incorporating operational workflows and policies.
• Patience, with the ability to adapt to challenging training situations & personalities.
• Able to maintain a high-level of energy, adaptability and flexibility.

Additional Details

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers.

Benefits

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.