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UPMC continues to comply with governmental guidance related to local, state, and federal COVID-19 vaccination for employment. All employees and affiliated staff of UPMC entities are considered essential health care workers and will be accountable to follow the Centers for Medicare & Medicaid Services (CMS) federal vaccine mandate. To be compliant with the federal mandate, employees must complete the approved vaccination dosage regimen currently defined by the federal government. Compliance with the federal mandate is encouraged before hire and is required after employment begins. Medical and religious exemption requests may be submitted for consideration.

For more information about UPMC’s response to COVID-19, please visit UPMC.com/coronavirus.

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Training & Quality Specialist

  • Job ID: 498519390
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours: Monday - Friday 8:00 a.m. - 4:30 p.m.
  • 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: $20.97 to $34.97 / hour

Description

Purpose:
The Office of Referring Physician Relations is UPMC’s patient transfer and communication center, a fast-paced and ever-changing environment. This role is responsible for and training and maintaining corresponding documents for the entire department: MedCall, PARC, and four facilities’ hospital operators (including Presby, Shadyside, Magee, and Children’s). 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. Remote work available after training period and when no staff are in training period.  

Responsibilities:

  • 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.

Qualifications

  • Bachelor's 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
  • Prior Management experience, strong written & verbal communication, Microsoft Office, Databases


Licensure, Certifications, and Clearances:

  • Act 34

UPMC has a Center for Engagement and Inclusion that is charged with executing leading-edge and next-generation diversity strategies to advance the organization’s diversity management capability and its national presence as a diversity leader. This includes having Employee Resource Groups, such as PRIDE Health or UPMC ENABLED (Empowering Abilities and Leveraging Differences) Network, which support the implementation of our diversity strategy.

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   Current UPMC employees must apply in HR Direct