The Protocol Scheduling Specialist Training and Quality Assurance (QA) Analyst is responsible for delivering training to staff, with the support of the Training / QA Manager. They are also responsible for gathering input data for quality and process assessments, and coordinating with the Training / QA Manager to identify areas of improvement or risk.
Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life-changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.
Responsibilities:
- Partners with business managers to assess training needs. Makes suggestions on training methodology and works with business managers to develop approach.
- Updates training materials, using a standardized approach when possible and tailoring to department specific needs when appropriate. Continually reviews training content to ensure it is up-to-date.
- Delivers training courses, either in an individual or group setting. Reviews training surveys from staff and managers and uses feedback to make improvements and/or recalibrate approach.
- Perform quality monitoring of telephone calls. Provides real-time coaching and feedback to staff.
- Participates in onboarding and offboarding of staff. Ensures necessary access to systems and shared drives is ready prior to their start date and removed upon departure.
- Creates two-week training calendar for each new hire and reviews with staff and manager. Provides updates to manager on staff members’ progress. Works with manager to identify a plan for staff who need additional training.
- Compile and analyze data to support quality assessments. Utilizes quality assurance activities to identify opportunities for additional training and/or enhancements to curriculum.
- Updates policy and process documentation and training when notified by business managers. Communicates updates to staff.
- Resolves issues when possible. Recognizes emergencies and appropriately escalates issues per standard operating procedure when necessary.
- Perform other duties as assigned.
Minimum Requirements:
- Associate’s degree in Healthcare Administration, Education, Human Resources/Organizational Development or related field preferred.
- 1 year of relevant experience required.
Knowledge, Skills, and Abilities Required:
- Ability to update and refine training content and assess effectiveness.
- Understanding of academic medical institutions, clinical operations, and training required for employees at various levels.
- Ability to gather, organize, and analyze data.
- Excellent organizational and communication skills, both verbal and written.
- Strong attention to detail with the ability to multi-task and problem-solve on the spot.
- Strong interpersonal and communication skills in order to relate appropriately and effectively to a diverse audience.
- Ability to provide effective feedback that has an impact on the performance of staff.
- Knowledge of medical terminology is a plus.
- PC proficiency required; knowledge of electronic medical records system, Epic, and customer relationship management systems preferred.
At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff. Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.
Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.
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