Director of Learning and Enablement

Job Description

Position: Director of Learning and Enablement

Department: All Programs

Primary Function:

The Director of Learning and Enablement will be responsible for designing, developing, coordinating, implementing, and maintaining an interactive instructor-led and technology driven training program for team members across all patient support center divisions, including account management, corporate, and support staff. The incumbent will be expected to also support all design, marketing, and product teams as needed.

Job Scope and Major Responsibilities:

Design, develop, coordinate, implement, and maintain an interactive instructor-led and technology driven training program for team members across all patient support center divisions, including account management, corporate, and support staff.

Partner with Quality Assurance and Training Departments within the organization.

Support all new and existing patient support programs to build customized training workshops specific to the client’s product portfolio, along with any required testing, on-going training, and/or certifications.

Understand Asembia’s mission, standards, and expectations and execute on all key deliverables.

Create and update training matrices as necessary based on training needs analysis.

Conduct assessments to determine the appropriate method of training design for both instructor-led and e-learning programs.

Perform analyses to design solutions that align with business needs and perceived

performance gaps.

Design, plan, and implement training programs in accordance with business initiatives via appropriate training modalities.

Ensure accurate reporting systems are in place to monitor progress and identify deficiencies.

Review current practices and policies, assessing and analyzing the extent to which they

support or hinder the company’s business goals.

Develop scorecards and benchmarks across the training and development teams, with

department and individual KPIs and success metrics.

Develop and administer evaluation instruments that measure training effectiveness.

Organize, analyze, and synthesize complex subject matter and transform it into instructional

objectives that drive easy-to-understand curricula for specific audiences.

Produce clear and concise documentation that guides solution development.

Validate training meets learning objectives and evaluate effectiveness of training through use of assessments, surveys, and other means.

Manage project timelines and personnel to deliver projects on time and within budget.

Build and maintain client relationships with an eye to identifying new revenue opportunities for Asembia.

Design, develop, implement, test and launch e-learning courses.

Work collaboratively with the Operations, Data, and Account Teams to develop metrics, processes and procedures that drive call excellence, quality, compliance, and patient value.

Leverage design skillset to support product teams

Collaborate with C-suite and executives on design projects as assigned

Serve as quality improvement coordinator when sanctioned by the Quality Oversight

Support Marketing teams with all Summit related projects and deadlines.

Assist leadership with the preparation of a budget and strategic planning and recommend strategies with the specific goals of increasing efficiency and generating revenue as it applies to training and quality.

Ensure compliance with the provisions of the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations, as amended (“HIPAA”) and all applicable federal, state, local, and company policies and procedures.

Performance Criteria:

Effectiveness in creating and delivering training.

Effectiveness in Retention related feedback as it pertains to training and employee readiness.

Ability to demonstrate value within the department and achieve all deliverables as it applies to training and quality.

Minimum Qualifications:

Minimum of 7 - 10 years of working experience in a training and development capacity, preferably at a senior position such as the Head of Training and Quality.

Demonstrate experience with content creation, on-going maintenance of training and quality processes, and the successful development of ongoing training and quality programs.

Ability to learn and teach the regulatory, tactical, and business components of the patient support services role.

Excellent written and oral communication skills.

Possess strong analytical skills and demonstrate an ability to carry out analyses on the performance of training programs to leverage learnings and best practices.

The ability to work collaboratively with line & senior management.

Must be willing to travel when necessary.

Proficient in Microsoft Office suite of products (i.e., Excel, Word, PowerPoint)

Proficient in CSS, HTML, and interactive eLearning development platforms

Full-time