PEC​/Senior Manager Training, Development and Quality Assurance

Location: Ballwin

Eye Care Partners is the nation’s leading provider of clinically integrated eye care. Our national network of over 300 ophthalmologists and 700 optometrists provides a lifetime of care to our patients with a mission to enhance vision, advance eye care and improve lives. Based in St. Louis, Missouri, over 650 ECP-affiliated practice locations provide care in 18 states and 80 markets, providing services that span the eye care continuum.

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Job Title:

Patient Engagement Center Senior Manager Training, Development and Quality Assurance Must reside in the following states: AL, AZ, FL, GA, IL, IN, KS, KY, MI, MN, MO, NC, NJ, OH, OK, PA, TX, VAJob Summary Senior Manager of Training, Development and Quality Assurance is responsible for leading the Onboarding, Training and development of new and existing employees.; including both internal and support of BPO partners.

Support and connectivity with Ai Agent to ensure the training, documentation of process and procedures along with quality expectations are in place. Team is responsible for Quality Assurance for the Patient Engagement Centers for Optometry including both internal team members, BPO and Ai Agent. This role plays a key role in shaping the culture of the team, and setting team members up for overall success in the organization.

Role will partner closely with key stakeholders internally within the Patient Engagement Centers as well as cross-functionally including IT, Clinics/Offices, doctors and overall operations.

Duties and Responsibilities
· Key leader for the Patient Engagement center supporting new hire training, ongoing career enrichment and oversee quality program.
· Create, deliver and evaluate training material for the Patient Engagement Centers
· Development of e-learning modules, videos, instructor led and web-based training content.
· Maintain and update training resources to align with current processes
· Comfortable operating technology for training classroom
· Coach, Develop and Mentor the quality, training and development team
· Identify and assess future and current training needs for the team
· Produce and deliver job aides, Standard Operating Procedures and other documentation as necessary
· Oversee senior Supervisor who has oversight for quality consultants who performs quality evaluations on patient interactions
· Partner with stakeholders inside and outside the Patient Engagement Center to assure content relevancy
· Support ongoing development of Patient Engagement Center employees
· Evaluate quality data and scorecard metrics including survey data and make recommendations for training and development based on results
· Support overall documentation of processes and procedures to be utilized by the Patient Engagement Centers along with the overall organization.
· Assess process changes or business updates to identify most effective communication vehicle for delivery to Patient Engagement Center
· Support ongoing leadership development for patient engagement center supervisors, leads and operations.
· Partner with cross-functional business partners to ensure consistent content and delivery of training
· Oversee successful performance of new hire trainees and employees during new hire development
· Monitor and evaluate training program’s effectiveness, success and report on them to the business
· Maintain a strong understanding of training delivery trends, tools, technology and best practices
· Key leadership partner to BPO leadership and training team to ensure excellence in performance for BPO team members supporting patients

Education, Licensure & Certification Requirements High School Diploma or GED Associate's Degree or Bachelor's Degree Required Experience Requirements
· 2+ years of People Leadership…