Quality and Training Project Manager

About Employer Direct Healthcare

Employer Direct Healthcare is focused on giving access to quality & affordable healthcare for our members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change. We partner with large self-funded employers to create a benefit program for specialized care. We connect with high-quality providers to give our members peace of mind when going into surgery. And we support our members by helping them navigate the tricky aspects of healthcare; whether that be selecting a doctor, scheduling appointments, or following up after a procedure has been completed to make sure our members are feeling better.

About You:

• You have a drive and AMBITION to tackle big problems. Big problems required big ideas and a team that supports new ideas.
• You CARE deeply for your customers. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.
• You thrive in a TEAM ENVIRONMENT. Collaboration is key in innovation and creating change.
• A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
• You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.
• INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.

If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.

Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.

Quality and Training Project Manager

We are looking for a Project Manager who will be responsible for assessing the quality of performance of our Member Services teams, who communicate with our members. The Quality and Training Project Manager will monitor training room success for both new hires and ongoing employees. In addition, partner with the Quality team to assess inbound & outbound calls as well as a chat delivery to identify improvement opportunities and confirm procedures driving targeted results. The Quality and Training PM should be familiar with NICE solutions, voice-of-customer analysis, and assessing overall accuracy of phone calls with the members & providers to ensure an optimum experience. This individual must be energetic, passionate, and considered a role model in driving exceptional experiences for customers. The Quality and Training PM will assist in developing processes and procedures for a growing department, as well as enhancing training materials as needed.

Location: Dallas, TX - onsite

Responsibilities and Duties

• Manages multiple projects simultaneously in a fast-paced environment
• Works collaboratively within the team and with “subject matter experts” and “stakeholders” on courseware maintenance, delivery of training and quality standards
• Advocate for a voice-of-customer and voice-of-advocate experience via establishing a continuous feedback loop
• Partner to establish a digital learning environment to member services learning plans for both new hire and ongoing staff
• Liaison for QA and Training team regarding service delivery improvement opportunities
• Serve as SME for cross-functional inquiries and training initiatives
• Partner with member services team to calibrate against standards to drive call and chat quality consistency
• Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors
• Manages assigned projects from kick-off through post project evaluation

Requirements

• Bachelor's Degree in education, healthcare administration, analytics or related field
• Minimum of 3+ years in Quality role or experience facilitating corporate training in a classroom environment. A college degree in Adult Learning/Adult Education is acceptable
• Call Center Leadership experience a plus
• Experience on the front line interacting with customers
• Strong analytical and independent