Training & QA Analyst

Dana-Farber Cancer Institute - Brookline, MA

Full-time - Entry Level

Hybrid - Brookline, MA

Professional, Scientific, and Technical Services

About the position

The Protocol Scheduling Specialist Training and Quality Assurance (QA) Analyst at Dana-Farber Cancer Institute plays a crucial role in enhancing the training and quality assurance processes within the organization. This position is responsible for delivering comprehensive training to staff members, collaborating closely with the Training/QA Manager to ensure that training methodologies are effective and tailored to meet the specific needs of various departments. The Analyst will assess training needs in partnership with business managers, suggesting improvements and updates to training materials to keep them relevant and effective. In addition to training delivery, the Analyst will gather input data for quality and process assessments, identifying areas for improvement or risk. This involves performing quality monitoring of telephone calls, providing real-time coaching and feedback to staff, and participating in the onboarding and offboarding processes. The Analyst will create a structured training calendar for new hires, ensuring that all necessary access to systems and shared drives is prepared prior to their start date. Regular updates on staff progress will be communicated to the manager, and plans will be developed for those requiring additional training. The role also includes compiling and analyzing data to support quality assessments, utilizing quality assurance activities to identify opportunities for further training or enhancements to the curriculum. The Analyst will be responsible for updating policy and process documentation as needed and communicating these updates to staff. Recognizing emergencies and escalating issues according to standard operating procedures is also a critical aspect of this position. Overall, the Training and QA Analyst is integral to fostering a culture of continuous improvement and excellence in training at Dana-Farber Cancer Institute.

Responsibilities

• Partner with business managers to assess training needs.
• Make suggestions on training methodology and work with business managers to develop approach.
• Update training materials, using a standardized approach when possible and tailoring to department specific needs when appropriate.
• Continually review training content to ensure it is up-to-date.
• Deliver training courses, either in an individual or group setting.
• Review training surveys from staff and managers and use feedback to make improvements and/or recalibrate approach.
• Perform quality monitoring of telephone calls.
• Provide real-time coaching and feedback to staff.
• Participate in onboarding and offboarding of staff.
• Ensure necessary access to systems and shared drives is ready prior to their start date and removed upon departure.
• Create two-week training calendar for each new hire and review with staff and manager.
• Provide updates to manager on staff members' progress.
• Work with manager to identify a plan for staff who need additional training.
• Compile and analyze data to support quality assessments.
• Utilize quality assurance activities to identify opportunities for additional training and/or enhancements to curriculum.
• Update policy and process documentation and training when notified by business managers.
• Communicate updates to staff.
• Resolve issues when possible.
• Recognize emergencies and appropriately escalate issues per standard operating procedure when necessary.
• Perform other duties as assigned.

Requirements

• Associate's degree in Healthcare Administration, Education, Human Resources/Organizational Development or related field preferred.
• 1 year of relevant experience required.
• Ability to update and refine training content and assess effectiveness.
• Understanding of academic medical institutions, clinical operations, and training required for employees at various levels.
• Ability to gather, organize, and analyze data.
• Excellent organizational and communication skills, both verbal and written.
• Strong attention to detail with the ability to multi-task and problem-solve on the spot.
• Strong interpersonal and communication skills to relate appropriately and effectively to a diverse audience.
• Ability to provide effective feedback that impacts the performance of staff.
• Knowledge of medical terminology is a plus.
• PC proficiency required; knowledge of electronic medical records system, Epic, and customer relationship management systems preferred.

Nice-to-haves

• Knowledge of medical terminology is a plus.
• Experience with electronic medical records system, Epic, and customer relationship management systems preferred.