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Learning and Quality Specialist (Full Time/ Day Shift)


Full time, Monday through Friday, 8-4:30. Hybrid remote schedule available upon completion of successful introductory period.

Job Description

POSITION SUMMARY: This position will design, develop, deliver, and evaluate training and job support (reference) materials in the Penn Medicine/Lancaster General Health Centralized Scheduling department.  The training and materials will be used for new-hire, refresher, information, and performance improvement purposes.  This position will be a key participant in the department’s call quality monitoring program.  Such participation includes but is not limited to:  monitoring activities for center and performance enhancement, using appropriate applications to perform monitoring activities, and participating in ongoing feedback sessions with department leadership.

ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

  • Assess the new hire and refresher training and job support (reference) needs of the Centralized Scheduling Department’s scheduling agents; designs, develops and delivers appropriate training materials.
    • Create and brand learner material to Penn Medicine/Lancaster General Health standards
    • Adhere to a consistent set of standards and a proven instruction/information design methodology
    • Create any of the following using standardize and branded templates:  outlines, agendas, PowerPoint instruction (including trainer notes), learner handouts, exercises, quizzes, scenarios, role-plays, simulations, etc
    • Develop training and job support (reference) materials related to job tasks spurred by patient/customer interactions, use of department applications, Customer Service and human skills, patient/customer interactions, and Penn Medicine/Lancaster General Health programs and new initiatives
    • Based on learner and program evaluation, modifies instructional materials
  • Deliver training (e.g. classroom, webinars) to a designated learning audience
    • Set up/maintain a class schedule for learners
    • Set up the training room, coordinate the use of equipment, materials, etc
    • Facilitate use of human and media resources in the teaching of the classes
    • Identify low performers in the classroom and communicate with department leadership as applicable
    • Maintain a consistent online file structure/repository for training/reference documents
  • Support frontline job performance; identify, recommend and develop appropriate quick reference and other informational documentation; identify the need for and create new reference tools
  • Participate in activities related to a standard and consistent Call Quality Monitoring program
    • Listen to customer/patient calls as part of a pre-defined and regular schedule
    • Use appropriate call monitoring applications and criteria based forms
    • Coordinate with Supervisors for coaching and feedback
    • Attend calibration sessions to assure a consistent monitoring methodology
  • Communicate issues and recommendations for training and quality enhancements as needed

SECONDARY FUNCTIONS: The following duties are considered secondary to the primary duties listed above:

  • Perform duties in accordance with Penn Medicine Lancaster General Health’s values, policies and procedures

  • Other duties as assigned.



  • Associates Degree
  • Two (2) years of experience as a Customer Service Specialist, Contact Center Specialist, or equivalent role within another customer oriented organization
  • EPIC Credentialed to train CAD 102 and/or CAD 112 (credentialing is required at time of hire or within 12 months from date of hire)


  • Bachelor’s Degree
  • Two (2) years in a teaching or training role
  • Two (2) years of EPIC (or equivalent Electronic Medical Record) experience

Disclaimer: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.  It is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards.  The percentages of time spent performing job duties are estimates, and should not be considered absolute.  The incumbent shall perform all other functions and/or be cross-trained as shall be determined at the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole.  Incumbent must be able to perform all job functions safely.

Benefits At A Glance:

PENN MEDICINE LANCASTER GENERAL HEALTH offers the following benefits to employees:

  • 100% Tuition Assistance at The Pennsylvania College of Health Sciences
  • Paid Time Off and Paid Holidays
  • Shift, Weekend and On-Call Differentials
  • Health, Dental and Vision Coverage
  • Short-Term and Long-Term Disability
  • Retirement Savings Account with Company Matching
  • Child Care Subsidies
  • Onsite Gym and Fitness Classes


PENN MEDICINE LANCASTER GENERAL HEALTH is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.


Search Firm Representatives please read carefully: PENN MEDICINE LANCASTER GENERAL HEALTH is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at PENN MEDICINE LANCASTER GENERAL HEALTH via-email, the Internet or directly to hiring managers at Penn Medicine Lancaster General Health in any form without a valid written search agreement in place for that position will be deemed the sole property of PENN MEDICINE LANCASTER GENERAL HEALTH, and no fee will be paid in the event the candidate is hired by PENN MEDICINE LANCASTER GENERAL HEALTH as a result of the referral or through other means.

MILL Full Time Posted on 10/07/2022