Senior Training Manager

The Senior Manager of Training oversees the delivery of training programs for end-user clients who are onboarding with our EHR product to ensure a successful go live experience as well as oversee all training curriculum to ensure meaningful, efficient, and quality training with positive learning outcomes for all EHR software and target markets.

Responsibilities for this role include ensuring consistent and up-to-date training is provided to all clients, identifying training needs based on skills gap analyses, and managing the training team and associated goals and objectives. 

To be successful in this role, incumbents should have proven success managing a large software training function, developing progressive and long-term training programs, and working collaboratively with the content development and peer onboarding teams.

Essential Functions and Responsibilities: 

• Manage a team/support network of training specialists and training leaders across all EHR software and different processes 
• Ensures continuous development of subject matter expertise
• Lead the development of goals and objectives with specific performance goals and measures to be used in managing the Training teams’ performance to expectations and revenue targets
• Partner with business stakeholders and HR to identify and prioritize developmental needs within the business vertical and ensure the programs have the right capabilities to deliver business results now and in the future
• Proactively identify and propose training initiatives to increase revenue opportunities, improve the delivery model and learning adaptation related to both software applications as well as developmental opportunities for the internal team
• Develop remote work training initiatives, focusing on productivity, client satisfaction, work/life balances, safety, and security
• Implement “train the trainer” programs for applicable team members in order to effectively deliver software and developmental training for new client implementations and new functionality
• Promote, drive and support a culture of collaborative teamwork to achieve continuous development, high performance, and accountability
• Actively searches, creatively designs, and urgently implements effective methods for enhancing training and development, and outstanding client satisfaction that meet or exceed client expectations
• Develop and implement a client-satisfaction training program to assist with shaping the Company’s NPS scores
• Plan and prepare the training budget within alignment and the approval from leadership.
• Measure and report on team key performance indicators to appropriately manage the department

Competencies 

• Excellent ability to communicate, lead and motivate others
• Proven ability to multitask and problem solve in stressful situations
• Demonstrated ability to successfully conduct remote and on-site training
• Proven advanced knowledge of EHR with experience working in a medical office; billing and pediatric experience
• Ability to perform workflow analysis and incorporate findings into training plans
• Excellent writing skills to include: email communications, policies and procedures
• Proficient with Google docs, Salesforce, Excel, Word, PowerPoint, online conferencing tools; 
• Possesses strong verbal & written communications, group facilitation skills, negotiation, and influencing skills
• Strong analytical skills as well as a demonstrated passion for research, data analysis, and the insights that are derived from it
• Excellent organizational, prioritization, and follow-up skills.
• Strategic thinking
• Critical thinking
• Negotiator
• Ability to conceptualize abstract concepts as they pertain to software
• Root cause analysis and troubleshooting
• Ability to learn new things
• Service-oriented / customer focus
• Excellent oral and written communication
• Attention to detail
• Change tolerant
• Professional
• Flexible
• Effectively work independently or in a team
• Time management
• Metric conscious
• Confident
• Active listening
• Relationship building
• Corporate citizen
• Bridge builder
• Workflow analysis
• Customer service
• Technologically proficient, using various software applications, e.g., Google Suite, Salesforce CRM 

Education Requirements:

• Bachelor level degree in Training & Development, Education, Human Resources, Business, or any other related field; an equivalent of the same in working experience is also acceptable.

Experience Requirements: 

• Minimum of 5 years’ experience in a training and development capacity, preferably at a senior position leading a training function and team
• Prior experience training on Electronic Health Record software
• Proven track record of experience managing people and partnering with senior leadership teams
• Proven track record of successful influence across the layers of the organization, with the ability to assess needs, map competencies, collaborate, deliver, and partner at the most senior levels in the organization 
• Experience with metric management and reporting
• Preferred 
  • Medical terminology knowledge
  • Web-based and client/server applications, managing a case management system and building knowledge bases

Work Environment / Physical demands/ Travel Requirements:

• Telephone and computer to work
• In the field or office site locations
• Quiet/dedicated environment if working remotely
• Must be able to travel as needed
• Prolonged periods of time sitting when not traveling

Equal Employment Opportunity Statement: 

Our company is committed to qual employment opportunity.  We will not discriminate against employees or applicants for employment on any legally recognized basis [“protected class”] including, but not limited to: veteran status, uniform service member status, race, color, ancestry, pregnancy, childbirth and related medical conditions, national origin, non-job related handicap or disability, or the use of a guide or support animal, creed, religion, sex, sexual orientation, national origin, age [18 and over] - [40 or over], physical or mental disability, predisposing genetic characteristics, military status, marital status, protected action, concerted activity, or any other protected class under federal, state or local law. You may discuss equal employment opportunity related questions with your supervisor or any other member of management.

Americans with Disabilities Act Statement: 

Our company is committed to providing equal employment opportunities to otherwise qualified individuals with disabilities, which may include providing reasonable accommodation where appropriate.  In general, it is your responsibility to notify your supervisor of the need for accommodation.  Upon doing so, your supervisor may ask you for your input or the type of accommodation you believe may be necessary or the functional limitations caused by your disability.  Also, when appropriate, we may need your permission to obtain additional information from your physician or other medical or rehabilitation professionals.