LEARNING QUALITY SPECIALIST
Camden, NJ Job ID 39278 Job Type Full Time Shift Day Specialty Other ProfessionalAt Cooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies and research protocols. We have a commitment to our employees to provide competitive rates and compensation programs. Cooper offers full and part-time employees a comprehensive benefits program, including health, dental, vision, life, disability, and retirement. We also provide attractive working conditions and opportunities for career growth through professional development.
Discover why Cooper University Health Care is the employer of choice in South Jersey.
Short Description
Cooper University Health Care seeks an enthusiastic, creative, and passionate professional to serve as a Learning & Quality Specialist in Enterprise Access.
The Learning & Quality Specialist will work in collaboration with the Patient Access Center, Access Business Services, Access Center Management and Cooper Business Leaders to support training and job performance. In addition, this professional will also coordinate the development, maintenance, and evaluation of quality monitoring procedures and processes. This individual supports the delivery of exceptional experience to patients, customers, and physicians that contact the Patient Access Center and Access Business Services. The Learning & Quality Specialist incorporates Cooper’s mission and values within the Access Center and evaluates individual and team performance to ensure procedures and expectations are followed.
The Learning & Quality Specialist will be responsible for the design, development, implementation and evaluation of varied learner materials for frontline new hire, refresher, informational, or career development purposes. He or she will be responsible for call quality initiatives and facilitate calibration sessions in support of supervisors. Participates in call quality and accuracy initiatives with analyzation of Epic Reporting, Call Monitoring, and Cooper Connect Reporting.
Acts as covering supervisor as needed (as subject matter expert and floor support).
Experience Required
3 years experience in a Contact Center environment with demonstrated experience in both learning and quality capacity preferred
Teaching or training experience is preferred; training experience within a medical or Healthcare environment a plus
Experience in or knowledge of any of the following is preferred: Central Scheduling, Medical Terminology, Insurance Verification, Registration, Scheduling, Authorizations, Referrals
Must be able to articulate and demonstrate an instructional/informational design methodology
Must be knowledgable of performance measurements, quality initiatives, coaching and mentoring, staff development, and the unique demands of frontline staff
Education Requirements
HS diploma required. Bachelors preferred
Special Requirements
Must be learner-focused, with the ability to develop targeted materials based on learner preferences, characteristics, competencies
Strong instructional design abilities (via experience or education) especially related to needs assessment and customized development for varied learners preferred; knowledge of performance based instructional methodology is preferred
Must have superior writing skills related to informational and instructional material, including the ability to present content in a non-paragraph and linear way. Experience with graphic design is a plus
Must be a high-performing and facile PC user and an expert in the Windows Suite (specifically PowerPoint and Word). Experience with E-Learning and Alternative Media a plus
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 a unique and memorable learning experience. A sample presentation will be required.
Must be motivated, decisive, and a problem solver with excellent time management, leadership aptitude and organizational skills
Must be a team player
Must have demonstrated experience in communicating effectively with all levels of management
Must be able to work varied hours as business needs change (i.e., possible evening and weekend hours)
About the Area

With the help of Cooper, I have obtained my Epic Certification as well as my Masters in Business Administration. Cooper has really been supportive and really helpful in helping me to develop professionally and personally they really believe in a strong work-life balance.

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Cooper in the Community We take our role in the community very seriously. With a mission to serve, to heal and to educate, the Cooper Community Health Outreach Team provides several health education programs, presentations and consultations.
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Benefits We offer a wide range of benefits to ensure that our staff have everything they need to succeed both at work and at home.
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Awards and Designations Cooper University Health Care is recognized by many independent, national organizations for our standards of quality, excellence and safety..
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Military and Veterans Cooper is proud to employ veterans and active military from every branch of the armed services as part of our Cooper team. Their contributions to our organization, our community, and our patients are highly valued and appreciated.
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Education Achieve your academic and professional goals here at Cooper, one of the nation’s top choices for medical, nursing, and allied health professionals.
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Nursing At Cooper, teamwork, respect and professional development are in our DNA. Be part of our team and on the forefront of innovation at the area’s leading academic health system. A Cooper nurse is ready to learn, ready to teach, and above all – ready first.
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