Req #: part-00031075 Job Category: Professional/Managerial
Department: MGH Registration & Referral Center
Location: Medford MA
Shift: Days Hours/Week: 40
Job Type: Regular Employment
Type: Full Time
Date Posted/Modified: Mon Jan 22 12:43:27 EST 2007
Responsibilities: The Patient Administration Cycle Enhancement (PACE) project was a major undertaking for the MGH/MGPO that transformed the administrative processes at MGH. The Registration & Referral Center (MGRRC) is a major contributor to the overall success and sustainability of the PACE initiative. The Quality Assurance and Training Specialist will work with the MGRRC staff - under the guidance and direction of the Training, Quality Assurance, and Analytics Manager to deliver a comprehensive training program and Quality Assurance program for the RRC. As a member of the MGRRC, the Quality Assurance and Training Specialist will:
- Perform quality monitoring and provide feedback to staff using Envision.
- Utilize a variety of reports to perform QA on all functions within the RRC, providing supervisors with the data needed to have constructive feedback sessions with their staff.
- Collect QA data in a reportable format for all functions within the RRC.
- Maintain information in a knowledge management database.
- Design and deliver training and perform quality reviews for both new and existing staff. This includes all current and future roles at the RRC, including Registration, Referrals, PRS, and Patient Gateway.
- Convert technical data into user-friendly instructional and communication material using MS Word, PowerPoint, and Envision eLearning.
- Edit and maintain curriculum for training/learning sessions. ' Support technological elements of training as necessary.
- Develop 'soft skills' training useful in a call center environment.
- Perform other duties as assigned.
Competencies Required
- Organizational Ability/Attention to Detail
- Ability to work independently on assigned tasks, including planning, organizing, problem solving and meeting established deadlines. Ability to work well with several individuals/teams/projects simultaneously. Ability to prioritize work under time pressure. Follow-through and exceptional attention to detail on all project tasks is essential.
Research Skills - Ability to thoroughly research topic areas needed for projects and integrate knowledge into training, QA, and Knowledge Management processes.
Editing/Writing Skills Demonstrated writing and editing skills.
Computer Skills Must have expertise in various software packages including MS Windows 2000 and Microsoft Office, especially Word, Access, and Excel. Ability to learn new software quickly.
Analytical Skills Ability to collect and analyze quantitative and qualitative data to identify trends to drive quality assurance initiatives.
Interpersonal/Communication Skills Strong interpersonal and communication skills in order to relate appropriately and effectively to a diverse audience. Ability to provide effective feedback that has an impact on the performance of staff.
Organizational Knowledge Ability to assess and respond to diverse subcultures within the MGH.
Requirements:
- 3-5 years of experience performing quality assurance in a healthcare environment preferred
- 1-3 years of experience in designing curriculum for both soft skills and technical training preferred
- 3-5 years of experience in delivering training preferred
- Experience with a knowledge management tool preferred
- Experience with training in a call center environment required
- Managed Care/Hospital work experience required
- Experience providing feedback required
This job can be viewed, in it's original form, by clicking here.
