The Contact Center Training & Quality Assurance Supervisor is part of the Shared Services Team. Directs the activities of training and development professionals. Sets short- term goals and priorities and provides day-to-day oversight of program delivery. Recommends changes to department policies and practices.
S/he uses skills of instructional design and multimedia development as an experienced professional to supervise a team of trainers and quality assurance coordinators. S/he shapes curriculum content into coherent instructional modules that employ multimedia and a variety of interactive experiences.. Demonstrates a high degree of collaboration and diplomacy as well as problem analysis and creative solutions skills. Solves complex content or delivery related issues in collaboration with both leadership as well as technical teams. Interacts with senior internal and external personnel.
The Supervisor is responsible for overseeing all aspects of end-user training to new and current department staff (and practice staff upon department request). The focus will be to ensure quality development of 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 Contact Center. S/he will also assist in the creation and validation of training tools which support the education of referral center staff, and in measuring staff competency as well as effectiveness of the training program. S/he 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. S/he will also create and implement a skills review program to support staff quality assurance in the Contact Center.
This position will report to the UCSF Health Contact Center – Manager, Shared Services. Works with Administrative and Clinical leadership across Ambulatory Services to create and disseminate tool kits for
implementation in the practices as common solutions emerge. Responsible for completing monthly quality checks for Contact Center staff and conducting retraining on standard work as needed. Ability to travel to all UCSF Health locations is required.
Core responsibilities:
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Supervises the development of educational tools relating to existing and new computer applications, system updates, and other organizational goals and changes
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Supervises the development or modification of curriculum, content and/or materials for training programs to meet the needs of end-users
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Collaborates with other Subject Matter Experts and Patient Access leaders to ensure delivery of effective, accurate training
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Develops in-depth knowledge of workflows and processes, and important system functionality supporting the workflows
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Applies knowledge of adult learning theory and flexibility in training techniques which reach audiences of varied backgrounds and learning styles
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Maintains specialty training programs focused on staff development which result in higher patient, referring provider and staff satisfaction
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Creates / maintains quality assurance program which results in more accurate scheduling and patient / clinician satisfaction.
- Participate in the review and triage of scheduling error tickets submitted by customers; ensure accurate root cause and assignment for resolution responsibility (e.g. re-training, technology, standard work, etc)
The final salary and offer components are subject to additional approvals based on UC policy.
To see the salary range for this position (we recommend that you make a note of the job code and use that to look up): TCS Non-Academic Titles Search (https://tcs.ucop.edu/non-academic-titles)
Please note: An offer will take into consideration the experience of the final candidate AND the current salary level of individuals working at UCSF in a similar role.
For roles covered by a bargaining unit agreement, there will be specific rules about where a new hire would be placed on the range.
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html
Department Description
The UCSF Contact Center is an integrated team that supports both patient and provider requests for access to care at UCSF Health. Administrative functions include 1) appointment scheduling, 2) referral intake, review and processing,3) coordinating any other administrative or clinical patient call-based requests to support effective care delivery. The Contact Center team supports the organization’s goal to be the #1 Health System in Northern California in health care value, patient experience, and employee engagement by ensuring our ambulatory clinics provide timely access to care for our patients. We strive to provide care when, where and how our patients need it. The team works closely with practices to support improvement efforts and with various departments across the organization (e.g. marketing, IT) to set strategic goals and develop innovative patient care access solutions.
The UCSF Health Contact Center – Shared Services Team supports Patient Care Access by providing training and quality assurance to agents, sourcing and delivering workforce management solutions, managing telecommunications / IT, and coordinating data analytics for process improvement. The team provides a high level of customer service to the UCSF Health Contact Center. Responsibilities include adherence to Contact Center best practices, execution of service level agreements, and support of onboarding and continuous improvement objectives.
Required Qualifications
- Bachelor's degree in related area and / or equivalent combination of experience / training.
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5 to 7 years of related training or management experience
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Demonstrated leadership skills with the ability to train and guide trainers (direct reports) on educational and eLearning techniques.
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Strong knowledge of training and development concepts and trends. Ability to apply knowledge to meet program goals and objectives.
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Demonstrated ability to prioritize effectively and meet deadlines.
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Ability to maintain effective working relationships, foster collaboration and address and resolve conflict.
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Ability to effectively organize department operations and identify process improvement opportunities.
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Strong verbal and written communication and presentation skills to effectively communicate through all mediums and across all groups
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Strong user of business software. Strong knowledge of eLearning techniques, learning software and technology. Advanced skills in MS Office suite of applications (Word, Excel, etc.)
Preferred Qualifications
- Master’s degree in Education or related field
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LEAN Certification
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Apex Cadence Certification
About UCSF
At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what’s possible for the patients we serve – a promise we share with the professionals who make up our team.
Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report – UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.
Pride Values
UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide.
Equal Employment Opportunity
At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what’s possible for the patients we serve – a promise we share with the professionals who make up our team.
Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report – UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.
Job Code and Payroll Title
004314 TRAINING DEV SUPV 2
Job Category
Education, Professional (Non-Clinical), Supervisory / Management
Bargaining Unit
99 - Policy-Covered (No Bargaining Unit)
Location
Hybrid, Various Work Sites
Additional Shift Details
Monday - Friday