Title: Learning and Development Specialist Department: Training/Human Resources

FLSA Status: Reports to: L&D Manager/HR Director

Job Number: Approved/Revised Date:

Purpose

Under the general guidance, direction and supervision of the Learning and Development Manager, the Learning and Development Specialist is responsible for teaching the foundation of our products and services to Wilmington Health staff. These training functions include but are not limited to the following areas: NextGen EHR/EPM Training for all new and existing physicians and team members. The specialist will ensure all physicians and team members are well-equipped with product and service knowledge to serve both Clinical and Non-Clinical learning and development objectives.

Essential Duties/Responsibilities

• Provide Information and training to employees in an easy-to-understand format to ensure employee comprehension.
• Facilitate learning opportunities to develop participants’ competencies and assist adult learners with meeting specified performance expectations.
• Monitor, coach, and develop assigned participants.
• Ensure our Superusers are provided with educational and training tools to enhance their knowledge and experience to ensure their ability to train employees on products and services in the departments.
• Monitor and evaluate performance of individuals by direct observation or work with Managers and Directors to identify staff needs.
• Follow up with managers and supervisors/team leads with identified gaps in training; provide additional training opportunities as requested and/or needed.
• Serve as the subject matter expert of the organization’s products, services, and values.
• Review and develop training materials including agendas, curricula, etc.
• Collaborate with IT Services to design training materials and provide training back up support.
• Revise and update materials related to EMR training.
• Collaborate with L&D instructional designer in development of learning practices, tools, technology, and learning solutions.
• Collaborate with L&D Facilitator and maintain Wilmington Health Training Calendar including regularly scheduled and on-request training courses.
• Ability to adapt training based on the various levels of understanding.
• Ability to review, interpret and accept feedback based on surveys or metrics and incorporate changes to ensure an excellent end-user experience.
• Develop an in-depth knowledge of each software application used by the clinic.
• Conduct training assessments, class evaluations, and surveys to determine training effectiveness and staff training interests and needs.
• Based on new business and operational needs, develop and design training programs including curriculum and materials.
• Provide training for general staff sessions and for individual employees, as requested by department managers.
• Provide Managers and Directors with routine feedback on employee participation in EMR education.
• Participate in committees and meetings as assigned.

Other Duties

• As assigned by manager

Required

Qualifications

• Bachelor’s degree in instructional design, education, business, or related field
• 3+ years of experience as a subject matter trainer responsible for delivering training modules and managing a classroom environment.
• 3+ years of experience presenting employee training in a classroom, virtual, and/or blended training environment.
• Proficient knowledge and strong understanding and competency in NextGen Healthcare’s (Electronic Health Record) (EHR) and/or Practice Management (PM).
• Ability to present training opportunities in a variety of virtual settings including but not limited to: Microsoft Teams, Zoom and/or WebEx.
• Proficient Microsoft Office suite (PowerPoint, Word, Excel, and Outlook).
• Excellent interpersonal and organizational skills

Preferred

• 5+ years presenting employee training in a classroom, virtual, and/ or blended training environment.
• Knowledge of and familiarization with the administration of Learning Management Systems.
• Experience training employees on technical software that is complex, integrated, and multi-layered.
• Experience delivering and/or presenting training content that adheres to modern adult learning principles, theories, and concepts.

ADA Physical Demands

Rarely (Less than .5 hrs/day) Occasionally (0.6 – 2.5 hrs/day) Frequently (2.6 – 5.5 hrs/day) Continuously (5.6 – 8.0 hrs/day)

Physical Demand

Required?

Frequency

Standing

Sitting

Walking

Kneeling/Crouching

Lifting

L&D Specialist Competencies

General

• Customer Service
• Professionalism/Integrity/Responsibility
• Teamwork/Process Focus
• Dependability/Punctuality
• Interpersonal Relationships/Communication
• Judgment/Decision Making/Problem Solving
• Quality/Quantity
• Initiative
• Safety/Housekeeping
• Organizational Skills/Time Management

Department Specific

About Organization

Since 1971, Wilmington Health has been committed to the care and health of our community in Wilmington as well as all of Southeastern North Carolina. Wilmington Health is structured as a multi-specialty clinic with primary care providers integrated into the system. In this way, Wilmington Health is able to provide a comprehensive and coordinated approach to the care of all our patients.

In 2013, Wilmington Health was named a 2013 Acclaim Award Honoree by the American Medical Group Association (AMGA). The prestigious honor is awarded annually to only three national healthcare organizations. Previous esteemed Acclaim Award Honorees include Mayo Clinic Health System, Johns Hopkins Medicine, and The Cleveland Clinic.

Wilmington Health’s drive to become a High Performance Health System (HPHS) began over five years ago by taking a programmatic approach involving a three part system of change including direction setting by our leadership, process improvement at the ground level, and a redesign of the most elemental processes throughout the organization.

A priority was given to paying careful attention to metrics, analysis, and critical assessment of each innovation and how these changes may affect the total cost of care. Only by understanding each of these aspects at work, was the organization able to pragmatically and intelligently design a future approach to the provision of healthcare.

Additionally, Wilmington Health leadership began to put greater focus on creating a culture of change within the organization, understanding that this is the most powerful tool in any transformative process. Included were new and improved support systems for staff and providers and development of an inspirational approach to leading the entire team to provide patient-centered healthcare.

July 2012, Wilmington Health partnered with Blue Cross and Blue Shield of North Carolina to form an ACO agreement. This was the first insurer-provider Accountable Care Organization in the region.