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Westchester Medical Center Health Network · 13 hours ago

Manager, Learning & Quality

Valhalla, NY

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Westchester Medical Center Health Network is seeking a Manager for Learning & Quality to lead quality and performance improvement initiatives within the Access Center. This role involves delivering training, conducting quality assurance testing, and collaborating with Human Resources to enhance staff skills and customer satisfaction.

Hospital & Health Care

Responsibilities

Lead quality improvement initiatives and develop effective quality measurement and reporting methods

Analyze performance data and recommend process improvements to enhance efficiency and service quality

Support policy and procedure updates; coach employees and address performance issues

Develop and manage comprehensive training and onboarding programs for all Access Center roles

Create and deliver training materials; assess ongoing training needs and update content as processes evolve

Promote a culture of consumer service excellence using data-driven improvement strategies

Develop consumer service training and collaborate with Human Resources to align service expectations with evaluation processes

Supervise assigned staff, oversee performance evaluations, scheduling, orientation, and training

Provide input on hiring, promotions, discipline, and other personnel actions

Qualification

Training developmentQuality assurancePerformance improvementMicrosoft OfficeLeadership experienceCoachingData analysisCollaboration

Required

3-5+ years of experience in training, quality assurance, performance improvement, or learning and development

2-3+ years of supervisory or leadership experience, ideally within an Access Center, call center, or customer service environment

Bachelor's degree in business, education, healthcare administration, organizational development, or related field required

Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point)

Company

Westchester Medical Center Health Network

Glassdoor3.2

The Westchester Medical Center Health Network (WMCHealth) is the pre-eminent provider of integrated health care in New York’s Hudson Valley region, serving nearly 2.5 million residents across more than 6,000 square miles.

Founded in 1917

Valhalla, New York, US

10001+ employees