Patient Access Quality and Development Coordinator Southwoods Health is hiring a Patient Access Quality and Development Coordinator to work full-time at our main office in Boardman, located at the Southwoods Executive Centre. This role develops, implements, and oversees quality standards, training programs, and workforce management strategies supporting our busy Scheduling and Call Center operations (including referral and Pain/Surgery workflows). The Coordinator conducts performance reviews, delivers targeted coaching, oversees the department’s training curriculum, and supervises assigned staff to ensure an exceptional patient experience. Core Responsibilities - Quality Assurance: Review inbound/outbound calls and EMR entries to audit scheduling accuracy, compliance with protocols, and patient communication standards.
- Staff Training & Onboarding: Design and deliver targeted training programs, cross-training initiatives, and specialized department EMR workflows for new hires and current staff.
- Coaching & Feedback: Provide objective performance insights to department leadership and deliver actionable, supportive coaching to team members.
- Knowledge Management: Update and maintain the department Knowledge Management System (KMS) to ensure provider protocols and workflows remain accurate and current.
- Workforce Management: Analyze call volumes, workload trends, and schedule adherence to recommend staffing adjustments that meet operational goals.
- Team Leadership: Directly supervise assigned staff, organize daily priorities, support peer trainers/preceptors, and complete performance evaluations.
Qualifications & Requirements - Education: High School Diploma or GED required. Higher education or certification in Healthcare Administration, Business, Analytics, or Education is preferred.
- Experience: Experience in QA auditing, staff development, performance improvement, or healthcare operations is preferred. Prior experience in healthcare patient access, call centers, or medical scheduling is highly preferred but not required.
- Technical Skills: Proficiency with Microsoft Office suite. Familiarity with EMR software, call center recording systems, or workforce management tools is a plus.
- Core Competencies: Strong analytical, organizational, and presentation skills. Ability to deliver constructive feedback and adapt training styles to different learning needs. High level of independence, objectivity, and discretion with confidential data.
Schedule & Setting - Status: Full-time, in-office
- Hours: Monday – Friday, Day Shift
- Location: Boardman, OH (Southwoods Executive Centre)
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