CHI Health strives to care for you the way you care for your patients. 

We understand you have personal responsibilities outside of your profession and also care about your well-being. 

With you in mind, we offer the following benefits to support your work/life balance:

• Health/Dental/Vision Insurance 
• Direct Primary Plan (No copay, no deductible, and access to CHI Health provider 24/7)
• Premium Access to our Family Care Program supporting your needs for childcare, pet care, and/or adult dependent care
• Voluntary Protection: Group Accident, Critical Illness, and Identity Theft 
• Employee Assistance Program (EAP) for you and your family
• Paid Time Off (PTO) 
• Tuition Assistance for career growth and development
• Matching 401(k) and 457(b) Retirement Programs
• Adoption Assistance
• Wellness Programs
• Flexible spending accounts

From primary to specialty care, as well as walk-in and virtual services, CHI Health Clinic delivers more options and better access so you can spend time on what matters: being healthy. We offer more than 20 specialties and 100 convenient locations; with some clinics offering extended hours.

Job Summary / Purpose

Under the direction of department leadership, the QA Specialist is responsible for 

• delivering effective training and support to all end users within the clinical care locations
• ensures that training is customer focused and needs based
• delegated responsibility for problem solving and assessing processes and issues
• quality audits (for completeness and accuracy) of contact center tasks in the electronic health record and providing feedback to the leadership tea
• providing feedback and guidance to contact center staff on areas of improvement. 
• determining best practices to support the continuing knowledge growth of CHI.

Essential Key Job Responsibilities

• Participates in building, testing and maintaining processes in the training environment.
• Collaborates in the development and maintenance of training materials, including but not limited to scripts, scenarios and training schedules.
• Delivers end user training and support, using existing training materials and procedures.
• Performs onsite operations discovery for clinics onboarding to the contact center. 
• Participates in workflow design and system build in order to gain an in-depth knowledge of the system, including functionality and workflows.
• Troubleshoots and resolves issues and questions, referring more complex issues to Senior QA Specialist or to Supervisor.
• Incorporates new system functionality in training/education plans. Identifies ways to improve education/training plans.

Minimum Qualifications