Associate Director, Training

1 day ago

Quezon City, National Capital Region, Philippines 77a2be2a-f9e9-4477-88f2-86ba67479fdd Full time ₱2,000,000 - ₱2,500,000 per year
Associate Director, Training & Quality (Clinical)

Location: Tera Bridgetowne, QC

Work Model: Hybrid (≈ 3x/week onsite)

Shift: Graveyard / US shift

Candidate Profile / Requirements
  • Must be a US-licensed RN (USRN), with an active and unrestricted license
  • Minimum 3 years of clinical experience, with at least 2 years in a training & quality role in a BPO / healthcare services environment, ideally managing multiple accounts
  • Deep experience in utilization management (UM) core functions, URAC accreditation, and conversion programs
Key Responsibilities
  • Serve as the primary point of contact for clients and Concentrix leadership regarding Training & Quality in Clinical Services
  • Lead and support URAC accreditation efforts
  • Oversee USRN academies and conversion programs for hiring / training clinical staff
  • Drive the execution and consistency of the Concentrix Training & Quality Framework

  • Design, implement, and monitor comprehensive training programs to:

  • Maintain compliance with URAC and other regulatory standards

  • Improve clinical quality
  • Support performance governance
  • Implement quality assurance (QA) programs to monitor clinical performance and adherence to protocols
  • Lead "tech infusion" — driving adoption and optimization of Concentrix's clinical / QA tools
  • Support seasonal hiring growth and ramp-ups
  • Manage governance of performance, including metrics, reporting, and action plans
  • Lead hypercare / action planning when performance dips or after changes
  • Run client workshops to engage stakeholders
  • Gather, track, and improve client Voice-of-Customer (VOC) for Training & Quality

Develop and optimize reward & penalty mechanisms tied to quality / training outcomes

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