Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Position: Learning and Quality Specialist

Entity: Clinical Practices of the University of Pennsylvania (CPUP)

Department: Access Center Administration

Location: 1500 Market Street

Hours: Full Time, Per Departmental Needs

Summary:

The Learning and Quality (L and Q) Specialist, with support/guidance from the Senior Learning and Quality Specialist will design, develop, deliver, and evaluate training and job support (reference) materials in the Penn Medicine Access Center (PMAC). These will be used for new-hire, refresher, informational, and performance improvement purposes. This professional will also participate in PMAC's Call Quality Monitoring program. This includes monitoring activities for Center and performance enhancement, using appropriate PMAC applications to perform monitoring activities, and participating in ongoing calibration and feedback sessions.

Responsibilities:

In conjunction with the Senior Learning and Quality Specialist, assesses the new-hire and refresher training and job support (reference) needs of PMAC frontline staff; designs, develops, and delivers appropriate training materials.

Creates and brands learner materials to Penn Medicine standards.

Works with PMAC Subject Matter Experts (SMEs) to validate learner objectives and create content.

Conceives creative development and delivery approaches.

Adheres to a consistent set of standards and a proven instructional/informational design methodology.

Creates any of the following using standardized and branded templates: outlines, agendas, PowerPoint instruction, (including trainer notes), learner handouts, exercises, quizzes, scenarios, role-plays, simulations, etc.

Develops training and job support (reference) materials related: to job tasks spurred by patient/customer interactions, use of PMAC applications, Customer Service and human skills, patient/customer interactions, and Penn Medicine programs and new initiatives.

Based on learner and program evaluation, modifies instructional materials.

As assigned, delivers training (e.g., classroom, webinars) to a designated learning audience.

Sets up/maintains a class schedule for learners.

Sets up the training room; coordinates the use of equipment, materials, etc.

Facilitates use of human and media resources in the teaching of these classes.

Identifies low performers in the classroom and communicates to Senior L and Q Specialist and Supervisors as applicable.

Maintains a consistent online file structure/repository for training/reference documents.

Supports frontline job performance; identifies, recommends, and develops appropriate quick reference and other informational documentation

identifies need for and creates new reference tools.

Participates in activities related to a standardized and consistent Call Quality Monitoring program.

Listens to customer/patient calls as part of a pre-defined and regular schedule.

Uses appropriate PMAC call monitoring applications and criteria-based forms.

Coordinates with Supervisors for coaching and feedback.

Attends calibration sessions to assure a consistent monitoring methodology.

Communicates issues and recommendations for training and quality enhancements as needed.

Education or Equivalent Experience:

Associate of Arts or Science (Required).

1+ year work experience including: 1 year in Hospital or Healthcare environment OR 1 year in Inbound contact/call or Access Center environment OR 2 years by experience or education in sensibilities related to learner analysis; course structure, content treatment, organization, sequencing, and outlining; and objective writing OR experience in a quality capacity, including calibration exercises, coaching, and feedback; must exhibit patience, empathy, and other rapport building skills.

Bachelor of Arts or Science (Preferred).

Skills & Abilities:

Ability to design, develop, and deliver creative, memorable, and meaningful instruction to non-technical adult learners within a professional and busy environment is highly preferred.

Must be learner-focused, with the ability to develop targeted materials based on learner preferences, characteristics, competencies, etc.

Must have superior writing skills related to informational and instructional material, including the ability to present content in a non-paragraph/non-linear way.

Must be a high-performing and facile PC user and an expert in the Windows Office Suite (specifically PowerPoint™ and Word™).

Must possess solid classroom delivery skills related to motivating and capturing the attention of adult learners; must display high energy, confidence, a sense of fun, and the desire to provide an interactive and memorable learning experience. (Presentation required).

Must be task, team, and deadline-oriented; must be a team player.

Must have demonstrated experience in communicating effectively with all staff levels.

Must remain current in Healthcare Contact Center trends related to performance, quality, and training.

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

REQNUMBER: 243354