Quality & Training Manager (Clinical Operations) in London

Pelvic Rehabilitation Medicine is a physician‑led specialty health care organization whose core business is to provide evidence‑based, individualized treatment services for those suffering with chronic pelvic pain. Approximately 15‑25% of men and women suffer from pelvic discomfort. In the US, chronic pelvic pain affects 28 million women and is projected to grow to 43.6 million by 2050 according to the NICHD. Pelvic Rehabilitation Medicine has positioned itself at the center of the pelvic pain ecosystem and is nationally recognized experts dedicated to reducing the number of people suffering from this affliction.

Location: Must reside in a PRM market; regular travel to clinic locations required (30–50%).

Department: Clinical Operations

Reports To: VP Operations

Benefits: Health, Vision, Dental, FSA, Paid Holidays and PTO, 401(k), Competitive Base + Performance Bonus Structure.

Job Purpose: The Quality & Training Manager (Clinical Operations) leads PRM’s “MA Academy” (PRM Academy), a national training and quality program designed to onboard, coach, and develop Medical Assistants across all PRM markets. The role ensures every MA meets PRM’s high standards for clinical support, patient interaction, and operational consistency.

Key Success Measures:

• Successful onboarding and training of all new Medical Assistants, meeting competency standards within defined timelines.
• Improved MA performance and quality metrics across all markets.
• Consistent adoption of PRM’s standardized clinical workflows and patient experience protocols.
• Positive feedback from providers and clinic teams on MA preparedness and performance.
• Development and maintenance of a PRM Academy accreditation process and training handbook.
• Reduction in training‑related errors and compliance issues; ensure adherence in new initiatives and policies rolled out nationally.
• Execution of routine hiring cycles, including coordinated onboarding and graduation classes through PRM Academy.

Job Responsibilities:

• Training Program Leadership: Develop, maintain, and lead PRM’s MA Academy curriculum for onboarding and continuing education. Conduct in‑person and virtual training sessions for new and existing MAs, covering clinical procedures, patient interaction, front desk workflows, and standards. Build and update SOPs, training manuals, and competency checklists in collaboration with Clinical Operations leadership. Partner with Regional Clinical Operations Managers to tailor training to market needs while ensuring national standardization.
• Quality Assurance & Coaching: Conduct periodic skills assessments and workflow audits in clinics to ensure adherence to PRM standards. Provide constructive, data‑driven feedback and coaching to MAs and their leads. Identify skill gaps and design targeted retraining plans to address them. Support ongoing performance improvement through refresher training and best‑practice sharing.
• Operational & Clinical Alignment: Collaborate with providers to ensure MAs are clinically prepared for all procedures and patient interactions. Partner with the call center QA/Training Manager to ensure a unified approach to training across all patient‑facing roles. Support the launch of new clinics by training on‑site teams and ensuring operational readiness. Serve as a subject matter expert for MA workflows, patient interaction standards, and compliance protocols.
• Travel & Market Support: Travel to markets for onboarding, training, quality audits, and process implementation. Be on‑site during critical clinic launches, expansions, or retraining needs.

Required Qualifications:

• 3+ years of experience as a Medical Assistant, MA trainer, or similar clinical support role.
• 2+ years of experience in training, quality assurance, or staff development in a healthcare setting.
• Strong knowledge of clinical workflows, medical terminology, and compliance standards (HIPAA, OSHA).
• Proven ability to design and deliver engaging training programs.
• Excellent written and verbal communication skills.
• High attention to detail, with the ability to coach constructively and diplomatically.
• Proficient with EMR systems, Microsoft Teams, and Microsoft Office Suite.
• Ability to travel regularly (30–50%).

Preferred Qualifications:

• Certified Medical Assistant (CMA, RMA, CCMA, or equivalent).
• Experience in multi‑site healthcare operations or startup environments.
• Knowledge of ultrasound‑guided procedures and chronic pain treatment workflows.