This is a remote position.

Training Lead

Position Summary

The Training Lead owns the end-to-end training function for the NC Medicaid PDM/CVO solution — for NC MES team members, NCDHHS staff, Vendor staff, providers, applicants, delegated entities, and other internal and external users. The role is accountable for the Training Plan and Schedule, Training Guides and Materials, User Documentation, and the Training Evaluation Report, and for a train-the-trainer model that leaves the Department self-sufficient. Because training must be developed and published in advance of the transition to the Vendor’s solution and ahead of any significant system or process modification, the Training Lead works one release cycle ahead of delivery, in continuous coordination with the Change Manager, Business Operations Manager, Senior Business Analyst, and Testing Lead. The measure of success is straightforward: users become proficient in using and viewing information in the solution, and that proficiency is evidenced through training evaluation and end-user experience data rather than asserted.

Key Responsibilities

•     Coordinate all training activities through the Department, and design and conduct all training in collaboration with the Department and in accordance with the approved solution Training Plan.

•     Author, maintain, and annually update the Training Plan and Schedule, completed at least ninety (90) days prior to the beginning of the Contract year, covering the User Training Plan, Department Call Center training, the train-the-trainer approach and desired outcomes, training needs analysis and target-audience assessment, delivery-approach recommendations, training materials and documentation, the approach to maintaining training documentation, training for new functionality and major releases, incorporation of feedback to improve train-the-trainer effectiveness, and the approach to conducting dry runs.

•     Produce the Training Guides and Materials — user manuals, step-by-step how-to guides, slide decks, e-learning modules, quick reference cards, and other media — covering all content needed to train Vendor staff, State staff, providers, and external users, secure, browser-based and web-enabled as directed by the State.

•     Coordinate the User Documentation deliverable produced during DDI for use in UAT and maintained through final review and submission prior to Go-Live, written so a novice business user can understand the application from a business-function perspective.

•     Develop the Training Evaluation Report: analyze whether training was delivered effectively and achieved its intended outcome, gather user feedback, assess whether materials and resources met the training requirements, and document training gaps, lessons learned, and recommendations.

•     Conduct training at times and locations mutually agreed between the Department and the Vendor, including virtual delivery when approved by the Department.

•     Create and maintain all training materials so they account for system, policy, and operational modifications made throughout Operations and Maintenance, and provide training that describes solution features, functions, limitations, standards, governance processes, and tools.

•     Analyze, define, and tailor training to each specific user role and group — State authorized users, Applicant users, Provider users, delegated entity users, and Vendor users — and ensure each receives the training, education, and technical assistance necessary for successful implementation, integration, and downstream operations, including post-implementation training performed by the Vendor.

•     Provide, maintain, and update a training environment used to design and conduct training for each user, role, and group during DDI and O&M, with access for users and Department staff.

•     Partner with the Senior Business Analyst and development teams so the solution documents training attendance to a provider’s record, including training date, attendee name, and title of the training.

•     Conduct dry-run reviews of new training sessions and major updates with the Department prior to conducting provider training sessions.

•     Furnish and maintain the hardware, software, and telecommunications needed to support development, maintenance, and presentation of the training program.

•     Deliver training to State staff in the use of the Customer Call Center System, initially and on an ongoing basis as defined by the Department, and support call center agent training classes ahead of each class start date.

•     Support the New Medicaid Provider mandated training required under N.C.G.S. § 108C-9 and BR-06-004, including training embedded in the application process, and coordinate provider-facing training communications with the ListServ and provider communication channels.

•     Deliver annual training for credentialing staff and training for Credentialing Committee members in support of NCQA-compliant CVO operations, in coordination with the Business Operations Manager and Medical Director.

•     Ensure all training content, delivery platforms, and documentation meet Section 508 accessibility requirements and serve users with different learning styles, and evidence training effectiveness through evaluation instruments.

•     Align the training calendar to the release calendar so training is developed and published in advance of transition and of any significant system or process modification, working with the Change Manager on release content and the Testing Lead on training for testing participants.

•     Contribute the training components of the DDI and Operations Communication Plans and support organizational change management adoption measurement.

Work Environment

•     Remote-first, with availability to work at the State’s primary project location in Raleigh, NC at the Department’s request for dry runs, instructor-led sessions, user acceptance testing, operational readiness reviews, and implementation events (MES-REQ-STAF-004).

•     100% dedicated to this Contract. Any proposal of this resource at less than 100% requires approval by the State Contract Manager.

•     Travel within North Carolina for provider and delegated-entity training sessions and site-based training as directed by the Department.

•     Surge support required during UAT, cutover and go-live, major release deployments, annual revalidation cycles, and the annual Training Plan refresh completed ninety (90) days before each Contract year.

•     Standard business hours, Eastern Time, with sessions scheduled outside standard hours where necessary to accommodate provider and State audiences.

Requirements

Required Qualifications

•     Bachelor’s degree in education, instructional design, communications, health administration, business, or a related field; or an equivalent combination of education and directly relevant experience.

•     Minimum of seven (7) years of progressive experience in training, instructional design, and end-user enablement, including at least five (5) years leading the training function for a system implementation project similar in size and scope to this project.

•     Minimum of three (3) years supporting Medicaid, Medicare, health plan, or other regulated healthcare operations, with direct exposure to provider-facing audiences.

•     Demonstrated ownership of a formal, client-approved Training Plan and training deliverable series through review, comment, and acceptance cycles on a public-sector contract.

•     Proven application of a train-the-trainer methodology at enterprise scale, including trainer certification, dry runs, and measurement of trainer effectiveness over time.

•     Experience conducting training needs analysis and audience assessment, and translating results into role-based curricula and delivery-modality recommendations.

•     Hands-on experience building and maintaining a dedicated training environment with representative data, coordinated with release and configuration baselines.

•     Experience delivering instructor-led, virtual instructor-led, and self-paced e-learning content, and building evaluation instruments that produce defensible effectiveness data.

•     Working knowledge of Section 508 / WCAG accessibility requirements as applied to training materials, e-learning, and documentation.

•     Strong written communication skills; able to produce management plans, user manuals, and provider-facing plain-language instructions with equal clarity.

Preferred Qualifications

•     Certified Professional in Talent Development (CPTD) or Associate Professional in Talent Development (APTD) through ATD; Prosci Change Practitioner; ITIL v4 Foundation.

•     Master’s degree in instructional design, education, adult learning, or public health.

•     Prior training leadership on a Medicaid Enterprise System, MMIS, or NCTracks program, particularly provider enrollment, screening, or credentialing functionality.

•     Familiarity with NCQA credentialing standards and the training obligations they place on CVO and Credentialing Committee staff.

•     Experience training provider communities and delegated credentialing entities at scale, including hospitals, health systems, and tribal health organizations.

•     LMS administration and SCORM/xAPI content deployment; proficiency with Articulate Storyline/Rise, Camtasia, Vyond, or comparable authoring tools.

•     Experience developing call center agent training curricula and quality-linked refresher training.

•     Familiarity with CMS Streamlined Modular Certification (SMC) and MITA 3.0 as they relate to training and user documentation evidence.

•     IAAP CPACC or equivalent accessibility credential.

Benefits