Customer Operations Training Specialist

For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform. 

With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.

For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

The Customer Operations Training Specialist will collaborate will all levels of the organization to understand the training needs in support of initiative and process improvement trainings, new hire onboarding and role-based professional development programs.

Using your analytical skills, you will research training topics to gain an understanding of the training needs, assess the impacted business and/or system processes, affected users and their skill gaps to determine an effective training plan, the course curriculum, training content and modality to support a positive trainee experience and knowledge adoption.

You are eager to learn and can intuitively adapt your training approach, as necessary, to meet the needs of your audience. You utilize your exceptional communication skills to clearly deliver training and use creative approaches to ensure an engaged audience.

You will develop training programs in support of the key training areas above for the Customer Operations department, including Professional Services and Customer Support across Senior Living and Acute & Payer markets. You will develop detailed training plans, course curriculum to support a logical training roll out, design course materials and job aides and facilitate training both in-class (as applicable) and remote forums.

 

Job Responsibilities:

- Develop training programs to support new hire onboarding, role based professional development and strategic initiatives for the Customer Operations organization.

- Develop detailed training plans to enable effective training execution.

- Design training curriculum in an organized structure, including formats, agendas/training topics, session durations and learning objectives.

- Research and meet with various levels of the business to understand the training needs to enable effective training course material development.

- Build compelling course content to support an engaging learning environment.

- Prepare physical training locations (on an as-needed basis) by ensuring the tools, technical equipment and resources needed are in place to effectively teach a course.

- Analyze and evaluate training effectiveness and determine appropriate actions to ensure training success.

- Develop test and evaluation procedures as required to support training programs.

Education/Experience:

- Bachelor’s degree in Education, Business, Human Resources, Information Technology, or equivalent experience.

- Seasoned work experience in a corporate training role.

- Preferred experience working in health care and/or Information Technology industries.

- Tenured experience facilitating training in an online learning environment.

- Advanced knowledge of Microsoft Office products and a working knowledge of learning management systems, video training tools.

- Adult Learning certification is an asset.

Skills:

·  Comfort and confidence speaking and presenting in a group setting, both remotely via online modalities and in-person learning settings.  

·  Out of the box thinking and creativity to find unique, attention-grabbing methods of presenting material to keep the audience engaged.

·  Empathetic approach to training; you have an ability to see things from the learners’ point of view, enabling you to find engaging approaches to deliver training/content. 

·  Flexibility in your ability and desire to explore different ways of reaching people and learn new techniques to help keep training exciting and engaging.

·  Excellent verbal and written communication skills.

·  Excellent facilitation skills.

·  Demonstrated experience working in a fast-paced and agile environment.

·  Strong organizational and problem-solving skills.

 

 

 

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It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations.

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