Learning Quality Specialist, Auckland

About Us At Cooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our professionals are continuously discovering clinical innovations and enhancing access to state-of-the-art facilities, equipment, technologies, and research protocols. We offer competitive rates and comprehensive benefits, including health, dental, vision, life, disability, and retirement plans. Cooper also provides 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 Cooper University Health Care seeks an enthusiastic, creative, and passionate professional to serve as a Learning&Quality Specialist in Enterprise Access. The Learning&Quality Specialist will collaborate with the Patient Access Center, Access Business Services, Access Center Management, and Cooper Business Leaders to support training and job performance. This individual will coordinate the development, maintenance, and evaluation of quality monitoring procedures and processes. They will support the delivery of an exceptional experience to patients, customers, and physicians contacting the Patient Access Center and Access Business Services. The specialist will incorporate Cooper’s mission and values within the Access Center and evaluate individual and team performance to ensure procedures and expectations are met.The role involves designing, developing, implementing, and evaluating learner materials for new hires, refresher training, informational sessions, or career development. The specialist will oversee call quality initiatives and facilitate calibration sessions supporting supervisors. They will participate in call quality and accuracy initiatives by analyzing Epic Reporting, Call Monitoring, and Cooper Connect Reporting.Additionally, the specialist may act as a covering supervisor as needed, serving as a subject matter expert and providing floor support. Experience Required Minimum of 3 years experience in a Contact Center environment, with demonstrated experience in learning and quality preferred. Teaching or training experience is preferred; healthcare or medical training experience is a plus.Experience or knowledge in areas such as Central Scheduling, Medical Terminology, Insurance Verification, Registration, Scheduling, Authorizations, or Referrals is preferred. Ability to articulate and demonstrate instructional/informational design methodology. Knowledge of performance measurements, quality initiatives, coaching, staff development, and frontline staff demands.Education Requirements High school diploma required; Bachelor’s degree preferred. Special Requirements Ability to develop targeted training materials based on learner preferences and characteristics. Strong instructional design skills, especially in needs assessment and customized development for varied learners; knowledge of performance-based instructional methodology is preferred.Excellent writing skills for informational and instructional content; graphic design experience is a plus. Proficiency in PC use, especially the Windows Suite (PowerPoint and Word); experience with E-Learning and alternative media is a plus. Effective classroom delivery skills to motivate and engage adult learners; high energy, confidence, and a fun, memorable teaching style are essential. A sample presentation may be required.Motivated, decisive, problem solver with excellent time management, leadership, and organizational skills. Team player with effective communication skills across all management levels. Flexibility to work varied hours, including evenings and weekends, as needed. #J-18808-Ljbffr