Manager of Learning and Quality

Manager, L&Q

The Manager incorporates Cooper's mission and values within both programs and evaluates performance to ensure procedures and expectations are followed. Combines knowledge of Healthcare with Contact Center performance management, quality, training and technical skills to define procedures and expectations, evaluate performance and ensure a high-level experience for both patients and employees. Patient Navigators provide a single and centralized point of patient access to physician and radiology services across disciplines.

In collaboration with senior leaders, this function manages the training and delivery of an exceptional experience to the patients, customers, and physicians that contact Patient Access Services (Patient Access Center, Access Business Services and Patient Access Procedural Coordination).

The L&Q Manager oversees day-to-day operations that appropriately support Cooper's mission and uphold its brand, vision, values, and culture.

The L&Q Manager sets procedures and expectations, sets and evaluates performance measures, and ensures a high-level experience for all.

This role is responsible for overseeing both training and quality assurance programs that ensure a high-level experience for patients, customers, and physicians.

In addition, this role serves as direct management of all Probationary New Hire employees (Patient Access Navigators I, II, and III, Authorization Specialists, Surgical Schedulers).

3-5 years' experience required

High School / GED required

Bachelor's Degree preferred

Field of Study - Education, Healthcare

Communication Ability to communicate with patients, visitors and coworkers

Healthcare Experience

USD $36.00

USD $59.00