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LEARNING QUALITY SPECIALIST

Camden, NJ Job ID 39278 Job Type Full Time Shift Day Specialty Other Professional
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About us

At 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)

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Testimonial Placeholder Image

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.

Group of diverse Cooper employees

Diversity, Equity, and Inclusion

We have always strived to create a diverse and inclusive environment that reflects the vibrant community of Camden. But we don’t rest on our reputation. We are constantly asking ourselves how we can be better. From our students to our staff, our patients to our community, we want to be a place where anyone and everyone can feel at home.

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What Inspires Us

Every member of Team Cooper has their own unique story to tell about what inspires them to be with Cooper. Some were kind enough to share them with us.

  • 2022 LGBTQ+ Healthcare Equality Top Performer Award
  • 2023 Forbes America's Best-In-State Employers Award
  • 2023 US News Best Regional Hospitals Award
  • 2023 Procedures and conditions Awards

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