Manager of Learning and Quality PRN

About Us

At Cooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies and research protocols. We have a commitment to our employees to provide competitive rates and compensation programs. Cooper offers full and part-time employees a comprehensive benefits program, including health, dental, vision, life, disability, and retirement. We also provide attractive working conditions and opportunities for career growth through professional development.Discover why Cooper University Health Care is the employer of choice in South Jersey

Short Description

#LI

Cooper University Health Care is the leading provider of comprehensive health services, medical education and clinical research in Southern New Jersey.  The Patient Access Center, located in Camden, NJ, is a 65+ seat, and growing, Contact Center. 

Patient Navigators provide a single and centralized point of patient access to physician and radiology services across disciplines. This includes Family Medicine, Pediatrics, Orthopedics, Cardiology, OB/GYN, Endocrinology, Rheumatology, Gastroenterology, and Pain Management. 

Reporting to the Director, Learning & Quality, this function oversees both the training and quality programs to support the delivery of an exceptional experience to patients, customers, and physicians that contact the Access Center. 

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 skill in order to define procedures and expectations, evaluate performance and ensure a high-level experience for both patients and employees.

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Experience Required

Experience: 3-5 years demonstrated experience in a Contact Center environment with demonstrated experience in both a learning and quality capacity.

An understanding of the unique demands of healthcare is strongly recommended. Must display a passion (and proven success) for providing a wonderful experience to employees and customers.

Ability to think and plan strategically yet initiate tactical initiatives on a day-to-day level.

Strong technical skills are required. Must be conversant in and familiar with current state-of-the art Contact Center technology and trends. Must demonstrate ability to effectively partner with cross-functional departments to meet organizational objectives and resolve issues.

Experience with conducting business process reviews, recommending enhancements, implementing solutions, and delivering measurable business results in a fast-track environment.

Education Requirements

Associates or Bachelors preferred

Special Requirements

Strong, management-level written and verbal communication skills is required; must be able to write and deliver presentations as required; must have a strong management presence for interactions with corporate leaders as well as ability to communicate effectively with supervisor and front-line team members. A motivated, decisive, self-starter and problem solver, with excellent time management and organizational skills - must be able to look toward the future.

Bilingual skills are a plus.