Director of Training and Quality Assurance

Company: Massachusetts Health Connector
Location: Boston
Posted on: May 28, 2023

Job Description:

Director of Training and Quality Assurance The Director of Training and Quality Assurance is responsible for overseeing the design, development, implementation, and evaluation ofcomprehensive training plans for all levels of employees within the Health Connector, orientation for all new Health Connector hires, and Health Connector quality assurance programs. This position will require significant collaboration and effective strategic partnership with senior leadership of Health Connector business units, various vendors, and business partners. Duties and Responsibilities:

• Work closely with senior managers to identify training priorities; develop and evaluate training solutions for a variety of Health Connector operational issues.
• Direct, assign, and evaluate Health Connector training activity.
• Plan and develop the content and method of on-the-job and continuing training for new and current Health Connector staff and various outside agencies, customers, and vendors; and deliver a variety of trainings.
• Write and/or review, edit, and approve written and online training material and case studies for all aspects of the wide range of complex and continuously evolving Health Connector programs, policies, and procedures.
• Assess curriculum to ensure validity, uniformity, and clarity.
• Manage and direct training activity. Supervise and deploy training staff; evaluate and assign training requests to individual trainers; motivate staff to achieve targets and standards; monitor and evaluate individual trainings; and annually evaluate the performance of the training staff.
• In conjunction with the Assister program, manage external trainings and events.
• Develop quality assurance plans by conducting analyses across Health Connector business units.
• Oversee training and quality assurance staff.
• Develop quality assurance program to evaluate all Health Connector and vendor processes to ensure accuracy and consistency.
• Implement and manage a continuous improvement model, using trends and feedback from customer satisfaction surveys, training, quality assurance, and direct feedback from members and assisters.
• Work with business leads to establish process enhancements to improve customer experience and operational efficiency.
• Advise the Chief Operating Officer and other senior leadership on matters that impact Health Connector members and stakeholders.
• Identify and implement process improvements to enhance quality, customer satisfaction, and efficiency and achieve budgetary savings; develop metrics and reports to assess performance and inform decision-making.
• Participate in special projects and perform additional duties as required. Experience and Qualifications:
  • 6+ years working in health care or public health
  • Previous experience in adult education and development and implementation of training programs.
  • Demonstrated ability to work on complex projects and meet deliverables within tight timeframes.
  • The ability to prioritize and work independently and flexibly within a very fast-paced environment is a must.
  • Experience leading teams in implementations, process improvements, controls improvements, or similar projects.
  • Strong technical skills, business intelligence, and a full understanding of the needs of the organization and its long-term strategy.
  • Ability to effectively communicate with internal teams and external stakeholders.
  • Possess excellent organizational skills with the ability to pay attention to detail.
  • Strong written and verbal communication skills to interact effectively with cross-functional teams and vendor staff.
  • Strong computer skills, including Word, Excel, and PowerPoint.
  • Have the ability to balance a large volume of work that may vary periodically.
  • Maintain a positive, proactive, cooperative work ethic at all times. Preferred requirements:
    • Bachelor's or higher degree with a major in business administration, management, public administration, or hospital administration.
    • Extensive knowledge of State-Based Marketplace and/or Medicaid policies, programs, and procedures.
    • The ability to manage and sustain multiple and complex relationships with vendors, stakeholders, and internal customers, and ensure that lines of communication are open.
    • The ability to work under significant time pressures to meet unanticipated demands.
    • The ability to develop effective teams, which share information and work collaboratively to solve problems and make decisions.
    • Demonstrated sound judgment with ability to take calculated risks.
    • Strong written and oral communication skills.
    • Strong quantitative and qualitative analytical skills and attention to detail.
    • Ability to work with people from diverse backgrounds.
    • Competency with common software applications, such as Microsoft Office.
    • Project management planning, integration, coordination, and monitoring.
    • Planning, convening, directing, supporting, and overseeing cross-agency project management teams.
    • Experience managing a budget and working in a limited-resource environment.
    • Experience with complex Information Technology systems.
    • All Health Connector employees are required to provide satisfactory proof of eligibility to work in the United States
    • All Health Connector employees are required to provide satisfactory proof of full COVID-19 vaccination.
    • The Health Connector is operating on a hybrid work arrangement with 2 days in the Downtown Boston office and 3 days working from home. About the Health Connector: The Commonwealth Health Insurance Connector Authority (Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth. The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers. The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities.The Health Connector is an equal-opportunity employer that values diversity as a vital characteristic of its workforce. We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin, or disability.

Keywords: Massachusetts Health Connector, Boston , Director of Training and Quality Assurance, Executive , Boston, Massachusetts