ECFMG
  • Operations Administration
  • Philadelphia, PA, USA
  • Full Time

ECFMG offers competitive compensation and excellent benefits including generous coverage for health, dental and vision insurance, 15% employer contribution to retirement, 100% tuition reimbursement, and many other great benefits. ECFMG is an equal opportunity employer.


ECFMG is seeking an Operations Training Specialist in the Philadelphia, PA office. 

The Operations Training Specialist is responsible for supporting new hires by facilitating onboarding activities as directed by the employee's manager. Responsible for delivering foundational process training including, but not limited to primary source verification and customer care interactions to new Operations hires. Responsible for delivering training on newly created and modified procedures to all Operations employees on an on-going basis.  Supports the development and implementation of educational/training strategies for all Operations staff. Additionally, this role supports Operation's efforts to leverage technologies to advance education, training, improve departmental operations, and quality assurance initiatives.  The Training Specialist supports Departmental managers to guide the development of training content that is consumable by all levels of staff. The Training Specialist is responsible to provide recommendations for improvement to training content and/or the format in which it is delivered. In addition, the Training Specialist will serve as a lead trainer and change agent for the Enterprise Business Transformation effort. Also participates in meetings to ensure core needs impacting the applicant and client experience are accounted for in the new technology. 

SKILLS

  • Excellent training capabilities and/or adult teaching skills.
  • Excellent communication, interpersonal, presentation, and meeting facilitation skills.
  • Detail-oriented. Excellent administrative and organization skills for effective project management.
  • Able to work independently, prioritize tasks and achieve goals.
  • Able to work well with all levels of professionals.
  • Exemplary oral, written, and interpersonal communications skills.
  • Ability to quickly learn and understand complex processes in order to accurately train staff on evolving processes.
  • Strong leadership skills including proven ability to provide training in a positive and collaborative manner.
  • Must be able to quickly learn new policies and procedures, and communicate same to staff.
  • Must be able to quickly learn new technology systems, and train staff on same.
  • Effective organizational skills with the ability to manage multiple responsibilities.
  • Ability to make sound decisions using discretionary judgment.

DUTIES

Works with Operations Management Team to Onboard Staff

  • Leads coordination efforts among all Operations management to obtain knowledge of new hire planning so that appropriate requests for IT resources are executed including but not limited to procuring appropriate software and hardware (e.g., laptop, applications, headset) requests.
  • Utilize project management methodologies to engage with IT prior to, and after new hire start date to ensure new hire has appropriate set up to perform in their role including but not limited to setting up printer capabilities.
  • Leads delivery of on-boarding processes for new hires - both full time and temporary staff including, but not limited to:
    1. Coordinate introductions and tour of Operations area and teams;
    2. Creation of employee name plate;
    3. Assist with sign up for Send Word Now (SWN)
    4. Escort employee to HR benefit orientation and coordinate with HR to obtain employee badge.
    5. Provide overview of ADP process, employee handbook and various HR policies related to employee behavior so that staff are oriented and familiarized appropriately.
    6. Provides overview of Outlook, skype, department network drives, Box, WebEx meetings, and Executive Webinar.
    7. Coordinate with employee's manager, HR and IT when employee is eligible for EWOS.
  • Provide overview of Operations Group Vision, PATH, and B2 Business Transformation efforts as well as any other key initiatives which employees should be familiar.
  • Provide overview of NEST including key sections related to B2 Business Transformation and Operations Training and Quality Improvement materials.
  • Connect new hire to resources outside of Operations direct management as applicable including, but not limited to HR for benefit questions; Finance for payroll questions.
  • Work directly with new hires manager to provide additional assistance related to onboarding activities, as requested.
  • Leads coordination efforts, as part of new hire orientation, schedule new hire to shadow departments in which the employee will work closely.
  • Utilizing discretionary judgement provides additional support to new hires and management group.

Deliver Staff Training and Support Refinement of Training Materials

  • Support Operations managers by leading and delivering one-on-one and group foundational training to all Operations staff such as:
    1. PSV overview,
    2. Effective and proper navigation of Reference Library,
    3. PSV documents type overview,
    4. Verification processing related to ASL/Reference Library,
    5. Timely and proper interactions and requests to other departments such as requests to the Medical Education Resource team regarding format and ASL;
    6. Overview of ECFMG certification and EPIC processes,
    7. Review of EPIC website and client specific instructions,
    8. Provide demo of Notary Cam and account establishment process,
    9. Review of Information Booklet,
    10. Various applicant request forms.
  • Utilize project management methodologies to support staff members through weekly check-ins on training progress. Connect with department trainer and direct supervisor to provide appropriate updates on new hire training and make recommendations to manager on additional training methodologies that may need to be implemented.
  • Partners with managers who have identified processes that require refresher training through QA review (e.g., EPIC Manager Review queue); supports creation of and delivers materials related to QA findings for the purpose of reducing errors.
  • Completes processing work (e.g., PSV credentials, email responses) for the purpose of maintaining relevant skills to effectively conduct all employee training.
  • Recommends and implements refinement of training materials.
  • Recommend and implement staff training and remediation needs to improve and guide staff performance.
  • Supports efforts to create and deliver on-line and in-person training programs, visual aids and presentations.
  • Support departments by serving as a training resource as processes are created, updated, or changed.
  • Supports development and revisions of descriptions and supporting text for training materials including training materials leveraged for the Enterprise Business Transformation effort.
  • Identify and note redundancies in training or processes to serve standardization efforts.
  • Develop materials for evaluation (e.g., quizzes, scenarios based learning) embedded in training materials.
  • Assist in efforts to create and maintain departmental procedures across all Operations departments.
  • Delivers webinar content as applicable; supports development of these materials.
  • Lead classroom training, demonstrations, on-the-job training, meetings, and any other workshops that support the training objectives of the Operations teams.
  • Support development of training materials and/or sessions focused on both hard and power skills.

Collaborates with Director, Quality Improvement and Business Transformation; Training and Quality Improvement Team Members

  • Serves as a lead trainer and change agent for the Enterprise Business Transformation effort.
  • Works in partnership with B2 Change Management team to develop communications and training materials.
  • Actively participates in Enterprise Business Transformation meetings to ensure core needs impacting the applicant and client experience are accounted for in the new technology.
  • Supports efforts of Director, Quality Improvement and Business Transformation as well as Training and Quality Improvement Team Members in support of delivering quality training by identifying, and suggesting process improvements across teams.
  • Leads efforts in conducting analyses of data to measure effectiveness of quality improvement and training efforts.
  • Supports efforts of Training and Quality Improvement department initiatives such as assisting with the planning of implementation and facilitation of activities and events, material production and distribution as well as other resources to ensure training is delivered in a standardized manner, maintaining a center of excellence.
  • Supports efforts on Operation's application and use of technologies to advance education, training, improve departmental operations, and quality assurance initiatives.  
  • Perform other duties as assigned by Director.

EXPERIENCE

Minimum of three years' experience in a professional organization conducting training. Knowledge of ECFMG's Operations policies and procedures required. Proven training and communication skills required. Experience with adult education required. Experience with change management principles, preferred. Experience with developing training materials preferred. Experience with work-flow systems preferred. Experience with customer service and call centers, a plus. Experience with Learning Management Systems (LMS) a plus.   

EDUCATION & CERTIFICATION Bachelor's Degree required, Master degree preferred.

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