Contact Center QA Specialist

Dignity Health Medical Foundation established in 1993 is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health - one of the largest health systems in the nation - with hospitals and care centers in California Arizona and Nevada. Today Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers we provide increasing support and investment in the latest technologies finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled qualities that are vital to maintaining excellence in care and service.

***Preferred that this position is remote within California, as there may be travel within California.

Position Summary:

Under the direction of department leadership the QA Specialist is responsible for delivering effective training and support to all end users within the clinical care locations. This position ensures that training is customer focused and needs based. The QA Specialist has delegated responsibility for problem solving and assessing processes and issues. The QA Specialist conducts audits for quality of tasks in the electronic health record providing feedback to leadership team. Audits for accuracy and completeness of contact center tasks. The QA Specialist provides feedback and guidance to contact center staff on areas of improvement. The QA Specialist determines best practices to support the continuing knowledge growth of Dignity Health Medical Foundation.

Responsibilities may include:
- Participates in building testing and maintaining processes in the training environment.
- Collaborates in the development and maintenance of training materials including but not limited to scripts scenarios and training schedules.
- Delivers end user training and support using existing training materials and procedures.
- Participates in workflow design and system build in order to gain an in depth knowledge of the system including functionality and workflows.
- Troubleshoots and resolves issues and questions referring more complex issues to Senior QA Specialist or to Supervisor.
- Incorporates new system functionality in training/education plans. Identifies ways to improve education/training plans.
- Other duties as assigned.

Minimum Qualifications:

- 2 years of experience in healthcare environment working with applicable EHRs and conducting training.
- HS Diploma
- Demonstrated computer literacy and competency including the use of word processing databases and email.
- Ability to support go-lives of system components as necessary.
- Demonstrated ability to deliver effective classroom training.
- Excellent communication and teambuilding skills.
- Experience using a clinical management system.

Preferred Qualifications:

- Experience facilitating training to large groups preferred.
- Ability to critical analyze workflows for improvement preferred.
- 4 year degree or equivalent work experience preferred.