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City of Hope Senior Manager, Healthcare Training Performance & Quality-AccessHope in Irwindale, California

AccessHope is seeking a Senior Manager Training Performance and Quality to staff, by working alongside Operations leadership and across functional areas to maximize call efficiency, optimize patient experience, and enhance physician customer partnerships. Supports both internal and external customers in achieving, key performance indicators, metrics, quality goals, caller/patient satisfaction, and budgetary goals.

Join a thriving company that is changing the way cancer care is delivered for millions of patients around the country. Recently spun off from an internationally renowned research and treatment hospital, AccessHope understands that cancer doesn’t play by the rules, so we don’t either. We are an agile, disruptive brand that’s backed by a founding member of the National Cancer Center Network. Now, we’re joining forces with employers to bring state-of-the-art cancer expertise to their employees and give patients access to the latest developments in precision medicine, genetic risk assessment and clinical trials, regardless of where they live. The goal? To dramatically improve care, outcomes and value during cancer treatment. It’s a revolutionary new model – and we’re looking for revolutionary thinkers to join us.

You will:

  • Be responsible for implementation and maintenance of call systems, policies and procedures within the site including development, implementation, and continual improvement of processes in alignment with organizational strategy to aid in the achievement of the division’s strategic and tactical business goals.

  • Responsible for the ongoing operations of the call center phone system and software.

  • Provide leadership, development and management to call center staff and associates; seeks to achieve overall staff satisfaction; provides development to supervisory team; ensures training and development for supervisors and associates.

  • Championing Quality and Training as the foundation of AccessHope success and create and execute a codependent Quality and Training strategy for each AccessHope product group.

  • Develop and maintain strong client relationships with AccessHope’s Implementation and Growth leaders and deliver solutions that meet their improvement needs.

  • Utilize Lean methodology to streamline work processes and realize cost and resource efficiencies.


Your background:

  • Bachelor’s degree in Business, Talent Development or a related field.

  • 7+ years of operations and/or Talent Management experience in a mid to large organization developing teams. 3 years of learning and training leadership in a contact center environment.

  • Management experience in a healthcare provider or payer setting.

  • Knowledge of best practices for call center industry, technology, telecom, call center operations, call center training.

    Additional skills:

  • Master’s degree in business or a related field.

  • Adult Education Theory Adult Education Theory.

  • Prefer Bi-lingual (English and Spanish with a high emphasis on member experience.

  • Strong analytical and process skills.

    AccessHope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability. #LI-RA