Hiring: Manager, Training and Quality - Access & Engagement Center Company: Nemours Children's Health Location: Jacksonville, FL Job Posted Time: 2026-09-10 11:17:02 Employment Type: Remote Target Skills & Keywords : Change Management, Quality Assurance, Revenue Cycle Management About the job Experience: •Minimum of three (3) years of relevant experience required. •Demonstrated experience designing engaging training content that supports adult learning, including training for remote team members. •At least three (3) years of supervisory experience in a high-volume contact center required. •At least three (3) years of supervisory experience in Revenue Cycle required. •Previous supervisory experience in healthcare preferred. Required Skills: •Is seeking a dynamic and collaborative •This is a hybrid role. The ideal candidate is located close to one of our main offices in Orlando, Wilmington or Jacksonville but we are open to qualified candidates in any of the following states: Florida, Delaware, New Jersey or Pennsylvania. •Build, lead and develop a team of Access & Engagement Center Trainers and Quality Assurance Specialists, setting clear expectations and supporting accountability, engagement, and professional growth. •Design, implement, and continuously improve training and quality assurance programs that prepare associates to deliver consistent, patient-centered service. •Align onboarding, refresher training, quality monitoring, job aids, and learning resources with evolving workflows, systems, service expectations, and organizational priorities. •Use technology, learning platforms, and quality tools to deliver, track, and scale training and quality initiatives across teams, regions, or service lines. •Analyze quality trends, training outcomes, and performance data to identify gaps, assess program effectiveness, and recommend improvements. •Partner with Access & Engagement and access leaders to support operational goals, solve problems, and respond quickly to emerging training needs. Qualifications: •Background in training, quality assurance, learning and development, patient access, contact center operations, healthcare operations, or customer experience. •Demonstrated capacity to assess workflows, identify training or quality gaps, and translate findings into practical solutions. •Strong analytical, organizational, and communication skills. •Comfort using learning platforms, quality tools, reporting resources, and other technology to support scalable program delivery. •Demonstrated capacity to collaborate effectively with leaders, stakeholders, and cross-functional partners. •Commitment to continuous improvement, employee engagement, and excellent patient and family experiences. •Bachelor’s degree required. •Internal candidates may be considered in lieu of the degree requirement based on demonstrated experience and strong performance. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!