Quality and Training Team Lead

Company Description

Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

Job Description

The Quality and Training Team Lead will create a strategy to deliver best in class customer service and introduce modern learning into a remote contact center environment. You will be accountable for Quality and Training through modern frameworks, as well as having strict processes and governance in place to ensure the team is compliant at all times. Our vision is to create a virtual environment that enhances our team’s experience and engages them into our world of learning and development. This position will take accountability of departmental and operational performance, ensuring high levels of quality assurance through training, coaching, continuous improvement and people development. You will lead by example and be a role-model in demonstrating what is expected from the customer care operation, working with empathy, efficiency and tact at all times. 

Primary Job Duties:

• Implement and deliver coaching and continuous improvement frameworks for all members within the Quality and Training Team. 
• Manage and update knowledge management systems in line with the quality standards, procedures and process changes.
• Organize quality audits, identify training needs and analyze results to support the wider operation.
• Create analytical reports, linking to quality performance and key KPIs in the Customer Experience Team to define and implement relevant actions plans and share insights with relevant stakeholders.
• Develop quality assurance plans by identifying control points, preventive measures, monitoring procedures, corrective actions, and verification procedures.
• Complete regular reviews and identify individual knowledge gaps as well as wider team trends; recommend and conduct appropriate retraining.
• Investigate customer complaints and non-conformance issues.
• Create and maintain engaging training and coaching materials.
• Create, review and own the end to end employee training/development life cycle for both new and existing team members.
• Utilize our digital solutions to create and upload regular/affecting training sessions for our people.
• Work closely with our internal communication/training teams to ensure all materials are aligned with our business strategy.
• Ensure best practice is documented and executed within Customer Experience Team processes.
• Carry out other duties as assigned.
• Finally, you will be a highly adaptable and flexible professional who embraces leadership, someone who is comfortable in sharing best practices with authority and confidence, and has a high level of attention to detail. This is a remote working role so being comfortable with virtually communicating with key stakeholders will be crucial.

Qualifications

• High School Diploma 
• Extensive experience with successfully implementing and managing a quality assurance and training program, with a comprehensive understanding of continuous improvement concepts, procedures and processes. 
• Familiar with Google G-Suite Products 
• The ability to flex one's schedule to adapt to training needs due to the variance of time zone availability of our new hires and existing team members. 
• Must be knowledgeable and compliant to all HIPAA regulations and policies as related to healthcare. 

Additional Information

All your information will be kept confidential according to EEO guidelines.

Technical Requirements (for remote workers only, not applicable for onsite/in office work):

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.<