Supervisor, Training

You’re more valuable than ever – And that’s just how we’ll make you feel.

JOB SUMMARY

The Supervisor, Training leads the development, facilitation, and coordination of training programs for clinical staff including medical assistants, radiologic technologists, and provider staff. This role will partner closely with each market Training Specialists and to ensure communication among Training Specialists, optimization of training curriculum and delivery and sharing of best practices for training standard operating procedure across markets. Responsible for partnering closely with the market operations teams, clinical leadership team across all markets and Learning team to ensure operational efficiency and clinical quality and safety learning is implemented and evaluated, coordinate and evaluate the facilitation of the staff onboarding, Culture orientation, in addition to facilitation and delivery of other training implementation projects and needs in the market.

JOB REQUIREMENTS

Education

• High School Diploma required.
• Bachelor’s degree or higher in Training, Education, Sciences, or business-related discipline preferred

Work Experience

• 3+ years of training or education experience in a in a medical setting
• 1+ year supervisory experience required.
• Training, learning development or related experience required.
• Proven experience and knowledge of training processes, facilitation, and procedures.
• Proficiency in the use of MS Office programs (i.e., Word, Excel, PowerPoint, Outlook, etc.) 
• Experience using Electronic Health Record (EHR)
• Medical terminology
• Clinical skills in POCT, vitals intake, clinical laboratory procedures

Required Licenses/Certifications

• MA Certification (AAMA, NCCT, CMA, RMA),
• National Registry of Emergency Medical Technician (EMT/Paramedic)
• Licensed Practical Nurse (LPN) or
• higher clinical professional license (RN - Registered Nurse)

Additional Knowledge, Skills and Abilities Required

Core Competencies: 

• Collaboration: Takes ownership for collectively establishing productive partnerships and relationships and seek to gain joint understanding of priorities and objectives so that the greater good of the organization and those we serve is always at the forefront.
• Innovation: Consistently uses good judgment, applying creativity to overcome obstacles and increasing effectiveness and efficiency though process and other forms of innovation.
• Diversity and Inclusion:  Fosters diversity and inclusion, to be able to better understand team members, our customers and partners.  Engages the strengths and talents of each GoHealth team member, creating an environment of involvement, respect and connection where the richness of ideas, backgrounds and perspectives are harnessed.
• Integrity: Models and practices the highest ethical and professional standards; demonstrates pride and personal interest in our patients, partners and fellow team members, deeply engaging in the business. Makes decisions, with a focus on doing the right thing; treats team members, our customers, partners and vendors with dignity, consideration, open-mindedness and respect.
• Accountability:  Always shows initiative, demonstrates a bias to action and gets things done. Actively accepts responsibility for diverse roles, obligations and actions that positively influence patient and customer outcomes, our partnerships and the healthcare needs of our communities. 

(Prioritized) Functional Competencies:

ORAL COMMUNICATION/PRESENTATION - Expresses information (ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (technical, sensitive, controversial, etc.); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.

CUSTOMER SERVICE – Demonstrates a results-oriented focus for delivering appropriate services in an accurate, complete, and timely fashion.

DECISION MAKING – Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals; cause change.

FLEXIBILITY - Open to change and new information; adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles; effectively deals with ambiguity.

INTERPERSONAL – Develops and maintains excellent working relationships within the People Team and other business departments. High integrity, credibility, confidence and character with demonstrated high moral and ethical behavior.

BUILDING RAPPORT - Exercises skill and diplomacy to establish the People Team as a trusted, credible business partner; creates buy-in with customers.

PROBLEM SOLVING – Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

SELF-MANAGEMENT – Sets well-defined and realistic personal goals; displays a high level of initiative, effort, and commitment towards completing assignments in a timely manner; works with minimal supervision; is motivated to achieve; demonstrates responsible behavior.

TECHNICAL COMPETENCE – Uses or gains knowledge that is necessary to perform the major functions that are described above. Highly proficient in Microsoft Office, PowerPoint, the internet and high computer aptitude, including training/education system management.

WRITING – Recognizes and uses correct English grammar, punctuation, and spelling; communicates information in a succinct and organized manner; produces written information that is appropriate for the intended audience.

CUSTOMER SERVICE – Demonstrates a results oriented focus for delivering appropriate services in an accurate, complete, and timely fashion.

TEAMWORK/COLLABORATION – Demonstrates skills and abilities in collaborative efforts with experience in team/project-oriented activities.

RELATIONSHIP MANAGEMENT – Maintains good communication and a positive relationship with team members at all levels of the organization to promote team member satisfaction. Projects excellent customer relations in all interactions.

Additional Knowledge, Skills, and Abilities Preferred

Essential Functions

Responsibilities include:

• Responsible for supervision the day to day activities for the Training Specialists, including work assignments, organizing workflow, and providing feedback and coaching.
• Responsible for setting performance goals and deadlines in ways that align with company's plans and vision and measure outcomes.
• Organize workflow and ensuring that employees understand their duties or delegated tasks. Monitoring employee productivity and providing constructive feedback and coaching.
• Responsible
• Lead Training Specialists in each market to develop and deliver new hire staff EHR and clinical training program.
• Lead Training Specialists in each market to optimize new hire training program by overseeing the development and analysis of knowledge assessments, training performance evaluations and reaction surveys.
• Lead Training Specialists in each market to facilitate and lead GoHealth Culture Orientation for the market, coordinating with market leaders as necessary.
• Facilitate set up and assist in development, oversite and maintenance of the operational and educational resources including Staff Resource Hub, Provider Resource Hub, Provider wiki and Education Bulletin for each market.
• Facilitate staff competency assessments and necessary follow up training support in each market in partnership with Operations Team and the Learning Team.
• Conduct and lead course evaluation and assess continuous improvement needs in partnership with operations and the Learning Team.
• Partner with Training Specialists in each market to develop and facilitate staff training in each market for new operational workflow/processes or new business development projects.
• Facilitate and lead meetings with Training Specialists across markets for timely communication of information, optimization of training curriculum and delivery and sharing of best practices for training standard operating procedures.
• Partner with LMS Administrators in implementing courses related to staff education.
• Facilitate self-paced e-learning material as the subject matter expert.
• Performs other duties as assigned

Note:  this job description is not inclusive of all the duties of the position.  You may be asked by leaders to perform other duties.  Management reserves the right to revise this position description at any time. 

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All qualified persons are granted an equal opportunity for employment without regard to race, color, religion, sex, sexual orientation and gender identity or expression, age, national origin, citizenship status, disability, genetic information, medical condition, family care leave status, pregnancy or pregnancy-related condition, otherwise qualified disabled or veteran status. The company will comply with all fair employment laws in each of the jurisdictions where we conduct business.
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