Lead SOC Educator and Quality Coordinator

Responsible for curriculum design and development for SOC program which includes workflows, policies and technical applications. This includes ensuring the curriculum meets the needs of all stakeholders. Develops training solutions that incorporate a variety of methods for effective delivery. Updates training to incorporate upgrades and updates to system applications, department policies and workflows and develops effective ways to deliver upgrade/update information to current staff. Evaluates course offerings and resolves barriers to learning. Training curriculum development will include Staffing, Scheduling and Patient Placement. This role is responsible for training new staff to use contact center tools; to deliver excellent customer service; deal with difficult callers and on all department procedures. The Training and Quality Coordinator will also design and implement and maintain a Quality Program focused on embedding trained technical and soft skills, consisting of recurring quality management reviews of customer encounters with dept staff. The training Quality Coordinator will work with all levels of leadership to identify training needs; develop new curriculum and maintain quality programs. The training quality coordinator will also be responsible for individual and team performance reporting to SOC leadership.

Creates Curriculum Designs and Development Strategies

· Performs needs and gap analysis for learning needs

· Identifies critical content; prioritizes content

· Understands and applies best instructional design practices

· Understands and applies adult learning principles

· Researches and/or has knowledge of how learners will use various technical applications

· Suggests variety of teaching/learning strategies to accommodate broad spectrum of learning styles and delivery methods

· Considers trainer (supervisor) needs such as ease of use and delivery, consistency, and replicability.

· Considers integration training for new hires (clinical training and site orientation)

Manages Projects

· Considers integration training for new hires (clinical training and site orientation)

· Strong planning skills for educational events and upcoming projects and initiatives.

· Demonstrates self-motivation and initiative

· Works collaboratively within and outside of the team

· Communicates accountabilities

Develops Training Solutions

· Develops and executes training supervisors and agents on the team.

· Demonstrates ability to provide care or service, adjusting approaches to reflect developmental level and cultural differences of population served

· Reviews evaluative data regarding training content; addresses and resolves problems in content or approach.

· Demonstrates and maintains current understanding of how the application(s) are used.

· Teaches/facilitates classes

· Considers wide variety of approaches and methods.

· Evaluates training effectiveness and makes improvements.

Delivers training for System Operations Center Teams

· Develops rapport with a variety of learners (across functions and roles, hierarchical levels, educational backgrounds, cultural and ethnic identities, and learning styles)

· Facilitates learning of training course content

· Responds to learner questions, requests, etc.

· Feeds back information regarding course delivery, learner reception, and class responses to curriculum to SOC Lead Preceptors

· Demonstrates ability to provide care or service, adjusting approaches to reflect developmental level and cultural differences of population served

Collaborates with Stakeholders

· Manage stakeholder relationships; sets up and leads regular meetings to determine education needs of new and current employees.

· Designs curriculum to meet stakeholder needs.

· Communicates with stakeholders regarding changes and works collaboratively with leadership to develop training content and training sessions to address the need.

· Maintains close relationship with the stakeholders.

· Understands business, regulatory, and learner needs; able to balance approaches to meet competing stakeholder needs.

· Assures that new hire training approaches are integrated with other new hire orientation, on-boarding, and training activity

Maintains Training Environment

· Demonstrates the technical skills to build and facilitate specific learning examples and exercises. I.e. Epic, Smart Square, Qventus

· Trouble shoots the training environment

Work with Director, Manager and Supervisors to review staff performance, focusing on positive outcomes for patients and customers.

Design and manage program to continuously audit, coach, and develop staff

Required Qualifications

• Associates Degree
• 5 years experience in healthcare, education or business
• 2 years formal or informal (mentor, trainer, lead) leadership role
• Proven experience in training others

Preferred Qualifications

• Bachelor's Degree
• 7 years of experience in healthcare, education or business
• 3 years in progressive leadership positions
• Knowledge of healthcare processes and application system coordination

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link for additional information: https://www.fairview.org/careers/benefits/noncontract

The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within this range may depend on several factors, such as FTE, skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization values pay equity and considers the internal equity of our team when making any offer. Hiring at the maximum of the range is not typical. If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.

Salary : $76,211 - $107,598