Quality & Training Specialist, Referrals-1

We’re unique. You should be, too.

We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.

The Referral Quality and Training Specialist is responsible for developing individuals and teams by designing and conducting training programs/resources that will enhance their performance. The incumbent will coach and train to help achieve quality and process outcomes. The incumbent will also conduct quality audits and report out results.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Organizes, coordinates, and presents referral training in a variety of settings: face-to-face and virtual.
• Onboards and trains new/existing employees.
• Develops handouts and training manuals which includes job aids and other related documents.

• Maintains training schedules of offerings and facilitator assignments within the Learning Management System (LMS) or other systems. Tracks participant learning progress for classroom and online training delivery within the LMS or other systems.
• Distributes post-training evaluations to participants, generates survey reports, and provides basic data analysis.
• Identifies ongoing training needs through department quality audits/evaluations along with needs analysis.
• Maintains records of training activities and team member progress.
• Identifies quality standards for referrals team and develops processes to evaluate training program effectiveness. Analyzes data and prepares reports for quality management and creates interventions to improve team members’ performance.
• Identifies non-conformance with adherence to the referral process, approval process, and standard operating procedures (SOP).
• Provides risk mitigation strategies, gives feedback, and recommendations to facilitate ongoing process improvement to meet established KPIs and quality standards.
• Participates in the development and revision of policies and procedures based on quality findings and monitoring operations to ensure production standards are met.
• Monitors and aids with quality assurance and compliance functions.

• Performs other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• Familiarity with competency-based learning and learning management systems (LMS).
• Advanced mastery of using in-person and remote delivery training tools.
• Superior research, analytical, and problem-solving skills.
• Strategic and tactical business knowledge to guide process improvements and quality adherence.
• Strong commitment to developing and coaching others.
• Excellent written, verbal, and nonverbal communication skills.
• Production of high-quality deliverables quickly and without errors.
• Ability to rapidly master new systems and tools and effectively teach others.
• Ability to pose effective questioning and facilitation techniques to influence learners with self-awareness, self-discovery, and learning.
• Ability to work collaboratively in a complex healthcare environment.
• Ability to identify and seek needed information/research skills.
• Ability to guide process improvements and quality adherence.
• Ability to use tools to digest and present data sets. Strong data analysis skills. Ability to draw conclusions and make recommendations from data analysis.

• Proficient in Microsoft Office Suite products.
• Spoken and written fluency in English; bilingual preferred.

EDUCATION AND EXPERIENCE CRITERIA:

• BA/BS degree in Education, Human Resources, Healthcare, Organizational Development or a closely related field required; MA/MS in Education, Human Resources, Healthcare, Organizational Development or a closely related field preferred.
• A minimum of 3 years in employee training and development required.

• A minimum of 2 years of referral experience in a healthcare setting preferred.
• Process improvement certification/experience preferred.

• Experience with web-based insurance sites and obtaining referrals/authorizations for multiple payors preferred.

• Healthcare experience within the Medicare