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Training and Quality Assurance Coordinator, San Francisco, CA

Organization: UCSF Health
Category: Professional
Location: San Francisco, CA
Date Job Posted: May 5, 2022
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Uses skills of instructional design and multimedia development as an experienced professional to help shape curricular content into coherent instructional modules that employ multimedia and a variety of interactive, web-based tools aimed at encouraging the engagement of students and other learners in knowledge acquisition. Demonstrates high degree of collaboration and diplomacy as well as problem analysis and creative solutions. Solves complex content or delivery related issues in collaboration with technical teams. Interacts with senior internal and external personnel. Normally receives little direction for ongoing course development assignments.

The Training and Quality Assurance Coordinator is responsible for delivering end-user training to new and current call center staff. The focus will be to develop competence in the following areas: existing or new department workflows, the use of clinical and business information systems and other computer software applications for the call centers. They will also assist in the creation and validation of training tools which support the education of calll center staff, and in measuring staff competency as well as effectiveness of the training program. They will create and maintain a customer service program focused on the consistent delivery of high touch interactions with patients and referring offices to improve the referring provider and patient experience. They will also create and implement a skills and professional development program to support staff growth in the call centers.

This position will report to the Manager of the Call Center. Responsible for completing monthly quality checks for call center staff and conducting retraining on standard work as needed. Ability to travel to all UCSF Health locations is required.

Core responsibilities:

  • Leads the development of educational tools relating to existing and new computer applications, system updates, and other organizational goals and changes
  • Develops or modifies curriculum, content and/or materials for training programs to meet the needs of end-users
  • Deliver appropriate level of instruction and competence/evaluations required for each user
  • Collaborate with other Subject Matter Experts to ensure delivery of effective, accurate training
  • Develop in-depth knowledge of workflows and processes, and important system functionality supporting the workflows
  • Apply knowledge of adult learning theory and flexibility in training techniques which reach audiences of varied backgrounds and learning styles
  • Maintains specialty training programs focused on staff development which result in higher patient, referring provider and staff satisfaction

5-6 days onsite per month with the remaining days remote
Provides virtual “front-door” services such as: registration, appointment scheduling and CRM messaging.
Collaborate patient services support with the Ambulatory Practices supported by the Call Center and supports the University in Process Improvements initiatives.

Adheres to and exemplifies the House and Telephone standards of the Medical Center including AIDET, Service Recovery, and PRIDE standards.

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