Manager, Training and Quality - Access & Engagement Center

Manager, Training and Quality
- Access & Engagement Center (Finance)

Nemours Children's Health is seeking a dynamic and collaborative Manager, Access & Engagement Center Training and Quality to lead training and quality assurance strategy for our high-volume contact center operations. This highly visible leadership role is ideal for a people-focused, process-driven professional who is passionate about strengthening patient access, improving team readiness, and creating consistent, family-centred experiences across the Access & Engagement Center.

As a critical gateway to care, the Access & Engagement Center supports appointment scheduling, call routing, clinical escalation, and general information requests for patients and families. In this role, you will build and lead a team of Access & Engagement Center Trainers and Quality Assurance Specialists while developing, refining, and scaling programs that support quality, productivity, compliance, employee engagement, and exceptional service.

This is a hybrid role.

• Build, lead and develop a team of Access & Engagement Center Trainers and Quality Assurance Specialists, setting clear expectations and supporting accountability, engagement, and professional growth.
• Design, implement, and continuously improve training and quality assurance programs that prepare associates to deliver consistent, patient-centred service.
• Align onboarding, refresher training, quality monitoring, job aids, and learning resources with evolving workflows, systems, service expectations, and organizational priorities.
• Use technology, learning platforms, and quality tools to deliver, track, and scale training and quality initiatives across teams, regions, or service lines.
• Analyze quality trends, training outcomes, and performance data to identify gaps, assess program effectiveness, and recommend improvements.
• Partner with Access & Engagement and access leaders to support operational goals, solve problems, and respond quickly to emerging training needs.
• Promote a culture of continuous improvement, respect for people, accountability, inclusion, and service excellence.
• Support change management and communication efforts related to training expectations, quality standards, and program updates.

The ideal candidate is a strong people leader with experience managing training, quality assurance, performance improvement, or contact center operations in a healthcare, patient access, customer service, or similarly complex environment. This leader will bring excellent communication skills, sound judgment, comfort with data and technology, and the ability to balance strategic program development with day-to-day operational needs.

• Experience leading teams, coaching employees, and building accountability through clear expectations and performance feedback.
• Background in training, quality assurance, learning and development, patient access, contact center operations, healthcare operations, or customer experience.
• Ability to assess workflows, identify training or quality gaps, and translate findings into practical solutions.
• Strong analytical, organizational, and communication skills.
• Comfort using learning platforms, quality tools, reporting resources, and other technology to support scalable program delivery.
• Ability to collaborate effectively with leaders, stakeholders, and cross-functional partners.
• Commitment to continuous improvement, employee engagement, and excellent patient and family experiences.

• Bachelor's degree required.
• Minimum of three (3) years of relevant experience required.
• Internal candidates may be considered in lieu of the degree requirement based on demonstrated experience and strong performance.

• Demonstrated experience designing engaging training content that supports adult learning, including training for remote team members.
• At least three (3) years of supervisory experience in a high-volume contact center required.
• At least three (3) years of supervisory experience in Revenue Cycle required.
• Previous supervisory experience in healthcare preferred.