Quality Assurance Trainer

• Located at the NSSC Bldg @ I-17 and the 101
• Monday - Friday; staggered start time from 7am to 5:30pm
• Hybrid after required onsite training period
• Strong customer service skills required
• Good communication skills needed

HonorHealth is looking for a Quality Assurance Trainer works with support staff taking inbound calls or staff referrals and also reviewing the work (live calls or checking documentation against set standards and scoring. This role provides feedback and improvement to teams and individuals by supplying additional training or resources to meet standards. This role will also lead huddles and being the scribe and will work with the QA Trainer who will validate and oversee the work.

The Team has diverse skills, backgrounds with unique personalities and education levels. They pride themselves in being extremely collaborative and works well with one another while working in their individual Referral and Primary care groups as the manager acknowledges skills and places an emphasis on professional development.

The ideal candidate must meet the minimum requirements of the role a Bachelor's degree in Education, Instructional Design or a related field and tow (2) years of training experience in call/contact healthcare environment or related field. To ensure success in the role good communication, strong customer services skills, and the ability to be flexible are key.

Looking to be part of something more meaningful? At HonorHealth, you'll be part of a team, creating a multi-dimensional care experience for our patients. You'll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact. HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more. Join us. Let's go beyond expectations and transform healthcare together. HonorHealth is one of Arizona's largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses six acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With nearly 17,000 team members, 3,700 affiliated providers and close to 2,000 volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com.

• Perform call monitoring and provide trend data to site management team. Plan, conduct, coordinate and implement comprehensive training modules that impact quality assurance and performance of customer navigation center coordinators.
• Participate in customer and client listening programs to identify customer needs and expectations. Provide actionable data to various internal support groups as needed. Coordinate and facilitate call calibration sessions. Provide feedback to call center team leaders, managers and trainers.
• Participate in the design of call monitoring formats and quality standards.
• Utilize quality monitoring data management system to compile and track performance at a team and individual level. Prepare and analyze internal and external quality reports for management to review. Oversee the integrity of the centralized department knowledge base.
• Monitor customer care email and chat responses and identify and develop improvement opportunities as deemed necessary.
• Performs other duties as assigned.

• Master's Degree in Education, Instructional Design or related field - Preferred
• Bachelor's Degree in Education, Instructional Design or related field - Required

• 2 years of training experience in call/contact Healthcare environment or related field - Required
• 4 years of training experience in call/contact Healthcare environment or related field - Preferred