• Training / Quality Assurance Manager

    Location US-MA-Boston
    Job Posted Date 2 months ago(3/14/2018 4:38 PM)
    Job ID
    full time
  • Overview

    Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to underserved members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.


    Under the direction of the Director of Contact and Clinical Operations, the Training / Quality Assurance (QA) Manager is responsible for providing strategic direction and oversight to the Training and QA staff. He/she will collaborate with management across the Contact Operations and Scheduling teams to ensure the standardization and coordination of training for all functional teams (scheduling, new patient, records management, etc.). He/she is also responsible for carrying out quality assessments for all departments in line with DFCI quality and performance standards.



    • Provide strategic direction for training and QA for all Contact Operations functional teams (scheduling, new patient, records management, DFCI Welcome Center)
    • Develop and maintain training curriculum for DFCI organization and for Contact Operations departments and functional areas
    • Provide oversight for the delivery of training courses to Contact Operations departments and functional areas
    • Liaise with additional training teams (e.g., Epic) to ensure seamless delivery of training to employees
    • Develop and maintain relationships with disease center teams and other DFCI stakeholders to continually improve the training program, maintain quality, and ensure stakeholder satisfaction
    • Carry out quality assessments and identify areas for process improvement within contact operations
    • Establish, monitor, report, and continually work to improve key performance indicators
    • Compile and analyze data to support quality assessments and proposed areas for process improvement
    • Resolve issues or ensure appropriate escalation
    • Manage the operating budget and cost center




    • Bachelor’s degree required
    • 5+ years of administrative and/or training experience required, preferably in an academic hospital setting
    • Knowledge of medical terminology required
    • PC proficiency required; knowledge of electronic medical records system, Epic, and customer relationship management systems preferred


    • Excellent understanding of academic medical institutions, clinical operations, and training required for employees at various levels
    • Strong understanding or previous experience in organization-level training and learning management
    • Ability to carry out quality assessments and identify areas for process improvement within clinical operations
    • Ability to articulate or demonstrate perspectives and experiences to audiences with potentially different points of view
    • Ability to ensure that teams adhere to the performance standards of the Training / QA department
    • Ability to coordinate with additional training groups within the institution, such as Epic
    • Strong attention to detail with the ability to multi-task and problem solve on the spot
    • Effective motivator and team player
    • Ability to interact effectively in a complex organization. Must be able to establish excellent working relationships with physicians, nursing, managers and administrators.
    • Highly motivated, independent and capable of performing in a fast-paced environment.


    The Training / QA Manager directly supervises the Training / QA staff.



    No, this position does not entail patient contact or communication.


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