Looking to join and lead a dynamic team at Ohio State University Physicians where excellence meets compassion!?

Who we are

With over 100 cutting-edge outpatient center locations, dedicated to providing exceptional patient care while fostering a collaborative work environment, our buckeye team includes more than 1,800 nurses, medical assistants, physicians, advanced practice providers, administrative support staff, IT specialists, financial specialists and leaders that all play an important part. As an employee of Ohio State University Physicians (OSUP), you'll be an integral part of a team committed to advancing healthcare, education, and professional growth.

Our culture

At OSUP, we foster a culture grounded in the values of inclusion, empathy, sincerity, and determination. We meet our teams where they are, coming together to serve each other and our community.

Our benefits

We know that having options and robust benefit plans are important to you. OSUP prioritizes the wellbeing of our team and that’s why we offer our employees a flexible, competitive benefit package. In addition to medical, dental, vision, health reimbursement accounts, flexible spending accounts, and retirement, we also offer an employee assistance program, paid time off, holidays, and a wellness program designed to support our employees so they can live their best lives.

Purpose:  The Quality Assurance and Training Specialist is responsible for developing and implementing an accurate, equitable and relevant QA process, as well as performing quality reviews and analysis of data to provide on-going, strategic recommendations.

Duties and Responsibilities:

• Acts as the main service line trainer for the designated pod and is responsible for cross training qualified team members.
• Performs QA evaluation for assigned employees each month, including the review and analysis of the data, and the delivery of coaching and development related to Analyze errors, QA data to identify trends, quality issues and opportunities to suggest resolutions, and collaborate leadership for strategic planning to improve performance.
• Creates programs and curriculum for in-job training, analyzes the effectiveness of training, and collaborates with management to identify training needs, and develop appropriate training sessions for employees, which includes the responsibility post training, quality monitoring period for newly trained or re-trained employees.
• Develops and implements training assessments to ensure knowledge and skill retention. Reports QA data to leadership on a set cadence and serves as a subject matter expert on Quality Management systems, policies, protocols, and procedures.
• Participates in pod meetings and collaborates with pod leads, managers, and supervisors.
• Maintains a positive environment and encourages questions, clarifications, and an open approach to team monitoring. Empowers team members to provide the best possible experience to patients through coaching, strategic planning and development and an emphasis on first contact resolution.
• Maintains an understanding of all employee level responsibilities, department best practices, and the principles of customer service.

We believe in creating a positive work culture that encourages growth and development, and we promote from within with a strong emphasis on attainable and transparent career paths, coaching and development, and mentorship opportunities.

Education and Experience Requirements:

• Minimum 1 year in Quality Assurance or employee training role required; minimum of 2 years’ experience preferred.
• Bachelor’s degree preferred.

Knowledge, Skills, and Abilities:

• Highly collaborative and solution focused.
• Strong problem-solving, critical thinking, communication, and analytical skills.
• Excellent time management skills with an ability to multi-task, manage priorities and workflow, and complete repetitive tasks daily.
• Demonstrated ability to identify problems, perform root-cause analysis, and proactively identify and recommend solutions to improve the business.
• Ability to work in a fast-paced environment where continuous innovation is desired, as well as the ability to work under pressure and meet deadlines and redefined priorities.
• Strong team player with a “can do” attitude willing to help teammates, as needed, to complete all departmental work.
• Strong administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.
• Trustworthy and accountable behavior, capable of viewing and maintaining confidential information daily.
• Demonstrated ability to develop professional working relationships, plan, organize, and prioritize multiple tasks, work independently, and be self-motivated and results and detail oriented.
• Candidate must demonstrate a commitment and desire to grow professionally and promote the company philosophy, mission, and administrative policies to ensure quality of care.