At UPMC, we are committed to keeping our community safe and healthy as the COVID-19 pandemic unfolds. As our team continues to provide Life Changing Medicine to our patients, our recruiters will continue to fill positions throughout this time. Interviews and other processes may be modified to protect the safety of our candidates and employees. Thank you for your patience.

For more information about UPMC's response to COVID-19, please visit

UPMC Life Changing Medicine
Search Our Jobs

   Current UPMC employees must apply in HR Direct

Training & Quality Specialist

  • Job ID: 159123048
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours: Primary daylight M-F will need to train for 24/7
  • Shift: Day Job
  • Facility: University of Pittsburgh Physicians
  • Department: 64022 POP00 OPR Administrative
  • Location: 3600 Forbes Ave, Pittsburgh PA 15213
  • Union Position: No
  • Salary Range: $20.71 to $34.54 / hour


The purpose of this position is to provide direct support to staff for training and development within the Office of Referring Physician Relations. This will be accomplished by working both independently and interdependently with each of the managers within the department. The Training/ Quality Specialist is responsible for planning, organizing and directing a wide range of training/orientation activities to improve technical competency , personal enhancement, improve productivity, increase overall job skills function and customer-service skills. The Training/ Quality Specialist will model desired employee behaviors, monitor and evaluate employee performance and measure results; and confer with OPR managers to discuss results and action needed for improvement. Through these activities, this position will support the department's objectives of maximizing patient safety, increasing physician, clinical personnel and staff satisfaction. The Training/Quality Specialist is expected to increase morale, commitment and experience levels of the department's employees in addition to providing financial benefits to UPMC through process improvement initiatives that increase access to care as well as a reduction in expenses, previously ascribed to employee turn-over/replacement and workforce inexperience. The position will additionally provide mission-critical training and communications support for emergency preparedness, customer service, assisting in the development of potential leaders and staff transitions with in each department.

  • Responsiveness to customer and business expectations. Ensure staff participation and completion of process improvement training, coaching and development. Care and maintain both electronic and paper records of all training activities.
  • Refine performance expectations, measurements and definitions to maximize
  • Analyze and report individual and group results and make recommendations to senior call center management to improve efficiency and quality of processes.
  • Develop training materials and procedures to ensure standardized communication and documentation of training and procedures while utilizing each job functions procedures and related systems as required and demonstrate competency at all levels of training.
  • Execute existing quality assurance program (communicate, monitor/observe, measure performance monthly utilizing side-by-side and remote call observation) ensuring customer service skills.
  • Recommend Performance Improvement Plan measures to department Supervisor or Manager and evaluate compliance with those plans Analyze and suggest recommendations to management for process changes to improve patient, physician and staff satisfaction while improving efficiency and quality of all processes within OPR.
  • Proactively perform service recovery activities with OPR Management, responding to internal/external customers as required and monitor statistical data to ensure commitments, both in terms of speed and quality of service delivery, are being met and exceeded
  • Evaluate, coach and counsel employees on performance issues while developing strategies and training techniques to communicate and support the long term operational success of the call center.
  • Manage the daily work of the Referral Coordinators, including providing guidance for facilitation calls, collecting data, generating correspondence and relaying information to physicians, nurses and other hospital staff members and ensuring adequate staf
  • Performs all other duties as assigned.
  • Annually evaluates the overall performance of MedCall; plans goals, objectives and strategies for the coming year and provides meaningful feedback to the Clinical Manager and OPR staff as needed regarding the progress of yearly goals
  • Evaluates the individual performance of each staff member, with input from the Clinical Manager and Director of Referring Physician Relations, develops individual developmental plans for the staff as needed.


  • B.A. Degree in related field and one years' experience in a customer-service/training and development environment - quality assurance responsibilities with experience interfacing with hourly and management personnel. 
  • Demonstrated experience in adapting existing solutions to non-related business processes Experience in use of MS Office Applications. 
  • Ability to work flexible hours in support or the operations of a 24/7 environment

Licensure, Certifications, and Clearances:
  • Act 34

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

    Total Rewards

    More than just competitive pay and benefits, our Total Rewards package cares for you in all areas of life. Designed to help you achieve your goals, Total Rewards support our belief that you’re at your best when you’re receiving the support you need in all areas of life: professional, personal, financial, and more.

    Our Values

    No matter where we work or what we do, we’re driven by common values that guide our work and keep us accountable to one another. UPMC’s values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive, experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.

       Current UPMC employees must apply in HR Direct

    Talent Network