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EDUCATION & QUALITY ASSURANCE MANAGER

  • 500867
  • PHOENIX
  • DEPT OF HEALTH SERVICES
  • Full-time

DEPT OF HEALTH SERVICES

The Arizona Department of Health Services promotes and protects the health of Arizona’s children and adults. Our mission is to promote, protect, and improve the health and wellness of individuals and communities in Arizona. We strive to set the standard for personal and community health through direct care, science, public policy, and leadership. ADHS promotes alternative work schedules, flexible hours. We have positions that can fit any stage in your career, from entry to senior level. We offer a robust benefit package, including the ADHS Student Loan Assistance Pilot Program, where eligible employees can receive up to $437.50 per month for their outstanding student loans. Come check us out and see how you can make a difference in the lives of all Arizonans.

EDUCATION & QUALITY ASSURANCE MANAGER

Division of Licensing - Vital Records

Job Location:

Address:  1818 W. Adams, Phoenix 85007

Posting Details:

Salary: $46,000 

Grade: 20

Job Summary:

Under the general direction of the Quality Assurance and System Integrity Manager for Vital Records, this position is an integral part of the office and will maintain a close, direct, and working relationship with the all levels of management. The position will support the Bureau of Vital Records (BVR), it's partners, stakeholders and customers. The incumbent will develop and maintain various forms of educational and training materials including creating training videos and provide live on-line and in-person instruction; schedule and conducts training sessions for a variety of statewide partners including but not limited to funeral home partners, county vital records offices, midwives, hospitals, physicians, medical certifiers, clinics, medical examiners, tribal law enforcement authority, BVR internal users and other similar end users. Performs quality assurance reviews and monitors the work products of BVR and its partners for accuracy and potential educational or training needs. Identifies training needs through the use of various audits, surveys, and reports. Creates, manages and analyzes reports based on quality assurance assessments. Plans, communicates and coordinates training sessions to maintain the needs of system end users for both the business and systems respectfully.

This position provides training and software system testing, becomes a software system user expert for the BVR to test software systems ensuring that system development, enhancements, or changes meet the needs of the office and statewide partners. Provides customer and technical support to software system users who may experience system difficulties. Participates in testing, system configurations, system release notes for system releases during business and non-business hours.

The position will provide courteous, accurate, and timely customer service to the public of the State of Arizona through the interpretation and application of and compliance with regulations, statutes, and policies and procedures pertaining to Vital Records.

This position is responsible for monitoring timely responses to email boxes as well as accepting and answering calls through the call center and will provide assistance to each customer in a timely and professional manner. This position may be required to travel regularly throughout the state of Arizona.

Job Duties:

- Develops educational training materials identifying training needs of end users, scheduling and conducting training and site visits throughout Arizona.
- Develops quality assurance reports and analyzes data reports; Identifies data errors and develops and implements plans to improve data quality.
- This position provides training and software system testing, becomes a software system user expert for the BVR to test software systems ensuring that system development, enhancements, or changes meet the needs of the office and statewide partners. Participates in testing, system configurations, system release notes for system releases during business and non-business hours.
- Interprets, develops and implements relevant vital record operational rules and regulations to work activities. Resolves the most unusual or most complex complaints with high degree of discretion.                                                                                                                                                                 - Establish interpersonal relationships and provide customer service to internal and external stakeholders
- Oversees and composes correspondence dealing with vital records that needs considerable discretion and performs related work as required.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
- Data assessment and evaluation.
- Automated system solutions and effective training methodologies.
- Rules, regulations, policies, procedures, data systems and all other applicable Arizona statutes.
- Customer service including but not limited to general office procedures and practice, general rules, regulations, and policies and procedures of the Bureau of Vital Records.
- Public health principles including an understanding of strategies that encourage and promote compliance when working with stakeholders.
- Program planning, evaluation, and monitoring.
- Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies.

Skills in:
- Interpersonal relationships in relation to working with other staff, managers, contractors, and staff from other departments and agencies.                       - Delivering training and educational material and/or presentations
- Database and systems development.
- Establishing priorities.
- Time and project management.
- Tracking issues resolution to resolve data quality issues.
- Critical thinking and problem solving techniques and resolutions.
- Excellent oral and written communication skills.
- Provide guidance and expertise in the development and implementation of the program.
- Review and evaluate program activities analytically and to develop effective plans and methods for program improvement.
- Developing performance and productivity standards.
- Be decisive and take a lead role during emergency situations when collaborating is not possible or practical.

Ability to:
- Determine audiences for training sessions.
- Schedule training sessions throughout the state, run data quality reports and conduct follow-up with data submitters.
- Alter time tables to coordinate with other sections.
- Apply actions to resolve customer complaints and administrative problems.
- Interpret and apply laws, rules and procedures.
- Manage multiple projects and time demands; multi task
- Be a good listener and interpret issues raised by customers, and seek solutions to resolve issues.
- Learn, train and operate computer systems and software as well as equipment.                                                                                                                    - Learn statutes and Arizona Administrative Code                                                                                                                                                                    - Learn department systems; adapt to departments work environment/culture and business flow
- Perform assigned tasks in a timely, responsive and accurate manner.
- Communicate information both orally and in writing.
- Communicate based on an individual's level of understanding.
- Exercise sound judgment in making decisions with regards to compliance and enforcement.
- Must be able to establish and maintain good working relationships.
- Critically review policy and procedure documents, statutes, and administrative rules.
- Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.

Selective Preference(s):

- Ideal candidate will have technical experience as an instructor and/or educator.

- Must possess a Bachelor's degree in public health sciences, education or related field and 3 years of related experience, Master's degree in public health related field may substitute for 1 year of experience.

Pre-Employment Requirements:

Employees who drive on state business require possession of and the ability to retain a current, valid state-issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license checks, must maintain acceptable driving records and must complete any driver training (See Arizona Administrative Code R2-10-207.11).

Must possess a valid level one fingerprint clearance card issues pursuant to A.R.S. §36-113.

Benefits:

The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− 10 paid holidays per year
− Wellness program and plans
− Life insurance
− Short/long-term disability insurance
− Defined retirement plan
− Award winning Infant at Work program
− Credit union membership
− Transit subsidy
− ADHS Student Assistance Pilot Program

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will make a contribution to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27 week wait period for contributions to begin.

Contact Us:

Arizona State Government is an EOE/ADA Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542-1085. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.

ARIZONA MANAGEMENT SYSTEM (AMS)

All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  
State employees are highly engaged, collaborative and embrace a culture of public service.

Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.