Associate Director PFS Education & Quality

Overview

Associate Director PFS Education & Quality

40 hours per week, day shift

JOB SUMMARY: Leadership position responsible for planning, management, oversight, development, and facilitation of the Corporate Revenue Training and Development program encompassing the WakeOne systems services and Team Engagement services. Develops the strategy and provides support for all training relative to employee application training (e.g., WakeOne Tableau, OnBase, ELM), system enhancements and upgrades, issue resolution/end user customer service, and process improvements/special projects. Develops and leads Corporate Revenue Team Engagement program inclusive of new employee orientation, onboarding, leadership development, and workforce development. Works with business owners to define, plan, implement and evaluate the training required to ensure a smooth change management and training plan and it impacts on departmental operations. Supports and participates in interdepartmental collaboration and problem solving. Works closely with business owners and Corporate Revenue functions.

EDUCATION/EXPERIENCE: Bachelors Degree in Education, Organizational Development, Business, IT, or related field required. Master's degree preferred. 7-10 yrs. experience in adult learning/education/training/curriculum development required; software system training experience desired. 2-3 years of management and leadership experience required.

LICENSURE, CERTIFICATION, and/or REGISTRATION: Epic certification preferred

ESSENTIAL FUNCTIONS:

1) Oversees all WakeOne non-clinical/revenue application training for incoming new hires, mergers and acquisitions, role transfers, and vendors.

2) Leads the training team in the continuous education and support for software releases, monthly enhancements, and quarterly upgrades for existing end users.

3) Provides team oversight to end user problem and issue identification/resolution through assigned Service Now tickets or as a result of high volume errors.

4) Ensures appropriate allocation of team resources as application subject matter experts/consultants to business operations for process improvements and other special projects, identifying system and end user impacts, and then training end users on the changes.

5) Aligns services with strategic revenue enhancement initiatives (e.g., Helping Hand) via educational support and remediation for all end users

6) Designs/develops a learning program that drives a strong culture of leadership and team engagement resulting in greater results/productivity; align strategies with organization-wide strategy of being a great place to work, learn and discover and that enhances the organization's leadership culture.

7) Aligns PFS strategy and activities that enhance team member engagement; deliver survey results and drive team action planning; coach and direct low performing Tier 2 and Tier 3 teams toward actions for improved engagement.

8) Develops, implements, and sustains a PFS Career Development program which defines a structure for the identification of next level potential, career development planning, and the design of career ladders/paths.

9) Oversees the development of objective, consistent, standardized and qualitative performance measures for quality, productivity, and overall performance for PFS departments and teams which sets the foundation for success in processes and operations that lead to greater cash flow.

10) Manages the development, implementation, and reporting oversight for the PFS quality and productivity scorecard tool/executive dashboard to ensure accountability to identified performance standards.

11) Optimizes quality assurance and productivity services for registration quality improvement (front end) inclusive of accountability and performance standards, proficiency levels, audits, education, and reporting.

12) Identifies opportunities for additional training and performance coaching to assist individuals and teams in achieving quality and productivity goals.

13) Leads a team of functional subject matter experts in the design and development of new team member/existing team member training initiatives, inclusive of standardized operating procedures, train-the-trainers, and accountability standards; build a program designed to advance functional/technical/soft skills; prescribe both mandatory and optional learnings via various modes of delivery (e.g., certifications, instructor-led, etc.).

14) Designs, develops, implements, and tracks/maintains the Front End Training Initiative inclusive of role-based training, shadow experience, learning logs, standardized 90-day onboarding program, proficiency assessments, quarterly learning, remediation training, preceptor academy and revenue enhancement initiatives.

15) Manages/leads training team (application training managers, principal trainers, credentialed trainers, program managers and training consultants, as needed). Delegates work assignments, oversee staff schedules to maximize productivity, and appropriately set priorities for the team. Create and maintain a culture of accountability.

16) Oversees the department scorecard /metrics to ensure program success.

SKILLS & QUALIFICATIONS:

• Demonstrates the ability to design and deliver classroom training
• Excellent interpersonal; organizational; customer service; oral/written communication, prioritization and follow up skills
• Proven track record of academic and/or professional success
• Strong analytical and decision making skills
• Adept in using Microsoft Office tools including Excel, Project, Visio, Word
• Ability to multi-task with strong attention to detail
• Willingness to address issues and take ownership, knowing when and how to escalate issues
• Negotiation and conflict management
• Ability to work effectively with the team

WORK ENVIRONMENT:

• Office environment
• Subject to many interruptions

PHYSICAL REQUIREMENTS:
0%    35%    65%        
to    to    to        
35%    65%    100%    N/A    Activity
    X            Standing
    X            Walking
    X            Sitting
    X            Bending
X                Reaching with arms
        X        Finger and hand dexterity
    X            Talking
        X        Hearing
        X        Seeing
                Lifting, carrying, pushing and or pulling:
X                20 lbs. maximum
            X    50 lbs. maximum
            X    100 lbs. maximum