QA/Training Coordinator

QA Training Coordinator

Salary 85K

The Communications Quality Improvement and Training Coordinator is responsible and dedicated to conduct quality assessment to case reviews and data management. Assists in bringing resolution to complaints and investigations serving as the customer liaison. Assists in development and implementation of Communications training processes. These responsibilities are inclusive of the long-term goals of the Communications Center, as well as the daily actives and functions of the Communications Center. Standard of performance is based on the use of knowledge, skills and techniques within the established guidelines and in accordance with all applicable laws, regulations, contracts, policies and procedures for Med-Trans in Non-emergent and Emergent transport services to numerous jurisdictions within the United States.

POSITION SUMMARY

The Communications Quality Improvement and Training Coordinator is responsible for the development and implementation of Quality Improvement and Training Policy and Procedures and related activities. This position is also responsible for ensuring that standards of performance and client needs are met. The Communications QI / Training Coordinator will assist in designing, updating, and implementing Communications Training strategies, as well as in the creating, maintaining, and implementing of Communications Policies and Communications Process Guides. The Communications QI / Training Coordinator will assist in the creation, maintaining, and implementing of Quality Assurance Program Strategies.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ongoing support of all Quality Improvement/Assurance processes within Communications Center.

• Ensure customer service levels are met through call review and feedback provided to the leadership team serving as the customer quality assurance liaison.

• Monitors staff quality of service performance and triage flows for contracted customers.

• Ensures the compliance of Communications standards and responsibilities of new employees.

• May conduct case evaluation of a random selection of records and all other calls for review and measurement of protocol compliance. Provides feedback reporting to the Communications Manager.

• Reviews trade literature for pertinent information and relevant new technology to keep the call center current with the industry.

• Understands and maintains equipment located in the communications center ensuring efficiency of operations.

• Serves as a positive departmental resource and interacts to effectively bring resolution to departmental issues and provides adequate follow-up, per case review.

• Supports and upholds established corporation and departmental policies, procedures, objectives, quality improvement, and safety standards.

• Maintains performance levels consistent with departmental standards.

• Maintains a calm, non-emotional and professional atmosphere in the communications center at all times.

• Maintains competency and enhances professional growth and development through continuing education, conferences, and seminars.

• Maintains positive behaviors, approaches, attitude and commitment to interpersonal service toward customers, visitors, and coworkers.

• Attends scheduled department meetings.

• Adhere to all company policies and procedures.

QUALIFICATIONS

• Minimum 5 years' experience in a dispatch/call center environment preferably in EMS, Air Medical or Public Safety

• NAACS Certification (or within 6 months of hire)

• Ability to adapt and respond appropriately to evolving work demands

• Proven experience in the development, design, and implementation of Policy, Procedure, and Training guidelines in EMS, Air Medical, or Public Safety.

WORKING CONDITIONS

• Must be able to perform job duties in a fast-paced environment

• Attention divided between issues requiring multi-tasking

• Deal with emergency and time sensitive situation on an ongoing basis

• Able to perform under circumstances of emotional stress

• Ability to make quick and accurate critical decisions

• Frequently required to sit for long periods of time

• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

• Hearing: Perceiving the nature sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.

Why Choose Guardian? As a leader in helicopter air ambulance services, Guardian is one of Global Medical Response's (GMR) family of solutions. Our GMR teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. View the stories on how our employees provide care to the world at www.AtaMomentsNotice.com. Learn how our values are at the core of our services and vital to how we approach care and check out our comprehensive benefit options at GlobalMedicalResponse.com/Careers.