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Job Description

Business Unit: Rush Medical Center

Hospital: Rush University Medical Center

Department: Access Center Qual & Training

**Work Type:** Full Time (Total FTE between 0.9 and 1.0)

**Shift:** Shift 1

**Work Schedule:** 8 Hr (8:00:00 AM - 4:30:00 PM)

Rush offers exceptional rewards and benefits learn more at our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits).

**Pay Range:** $45.59 - $74.19 per hour

Rush salaries are determined by many factors including, but not limited to, education, job-related experience and skills, as well as internal equity and industry specific market data. The pay range for each role reflects Rush’s anticipated wage or salary reasonably expected to be offered for the position. Offers may vary depending on the circumstances of each case.

Summary:

The System Training & Quality Improvement Manager is responsible for leading the strategy, design, implementation, and oversight of enterprise-wide training, workflow standardization, and quality improvement programs across the Access Center and related ambulatory operations. This role manages a team of Training & Quality staff, ensuring the development of consistent workflows, high-quality training programs, and sustainable process improvements that enhance patient access, employee performance, and organizational outcomes.

The Manager serves as both a subject matter expert (SME) in scheduling, registration, Epic Cadence, CRM, telephony, and related systems, as well as a leader in change management, knowledge management, and strategic process improvement initiatives.

Other information:

Required Job Qualifications:

• Bachelor’s degree in healthcare administration, Business, Adult Education, or related field; or equivalent experience.

• 5–7 years of progressive experience in training, quality improvement, or healthcare access/revenue cycle operations.

• Supervisory or management experience with proven ability to coach and develop teams.

• Strong knowledge of Epic (Cadence/Access), CRM systems, and telephony platforms.

• Certified Healthcare Access Associate (CHAA), or willingness to obtain within 1 year.

• Excellent written/verbal communication, facilitation, and presentation skills.

• Strong project management, organizational, and analytical abilities.

• Ability to work effectively across multiple hospital sites in a complex healthcare environment.

Preferred Job Qualifications:

• Master’s degree in Healthcare Administration, Business, Education, or related field.

• Epic certification(s).

• Lean Six Sigma or PMP certification.

• Experience within a large hospital or integrated healthcare delivery system.

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Physical Demands:

Competencies:

Disclaimer:

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements

Responsibilities:

• Lead, coach, and develop Training & Quality Consultants and staff, including performance evaluations and professional growth.

• Ensure staff workload distribution, engagement, and accountability are aligned with organizational strategy.

• Oversee the development, deployment, and continuous improvement of training curricula (live and digital) for Access Center and clinic staff.

• Translate standards, policies, and workflows into scalable training and reference materials across departments.

• Monitor training effectiveness through completion rates, assessment results, and performance outcomes, addressing gaps in partnership with leadership.

• Serve as SME in Epic, CRM, registration, and scheduling workflows; integrate system updates and enhancements into training programs.

• Lead knowledge management initiatives to ensure resources are accurate, current, and easily accessible.

• Develop and sustain quality assurance programs to ensure compliance, consistency, and high performance.

• Analyze error trends, root causes, and workflow barriers to recommend strategic improvements and prevent recurrence.

• Partner with IS, compliance, revenue cycle and operations to ensure workflows align with best practices, regulatory standards, and organizational strategy.

• Implement quality metrics, reporting tools, and dashboards to support data-driven decision-making and performance improvement.

• Provide oversight of daily management systems (DMS) to cascade goals and track progress against system strategies.

• Collaborate with Access Center, Revenue Cycle, IS and Practice Operations leadership to identify, prioritize, and implement improvement opportunities.

• Serve as a liaison between Access operations, IS, HR, compliance, and clinical departments for training and process alignment.

• Contribute to enterprise-wide initiatives, strategic planning, and innovation projects to enhance patient experience and financial outcomes.

• Lead and participate in committees or workgroups related to training, standardization, and quality improvement

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

**Position** System Training Quality Manager

**Location** US:IL:Chicago

**Req ID** 22585