Training and Performance Manager (TRAINING DEV MGR 1)

Job Summary Under the direction of the Patient Contact Center Director of Quality, Training, and Support, this role is responsible for the successful implementation of training, knowledge management and performance support programs to enable highly effective agent and management staff performance within the Patient Contact Center department. The incumbent will participate in the planning, development, and implementation of strategic programs across the PCC project portfolio. The incumbent will recommend enhancements and initiatives based on assessment of performance data and metrics to inform quality, training, knowledge management improvement programs. They will provide ongoing development and enhancement to training and tools, performance reporting, knowledge management and change management within the Patient Contact Center department. This role requires excellent communication and organizational skills to successfully engage and collaborate across multiple roles including agents, supervisory, management and operations staff, departmental leaders and service lines across the organization.

Under the direction of Patient Contact Center leadership, the manager will participate in learning and development, project execution, and change management activities that support the effective execution of Patient Contact Center initiatives. The position will support data collection, analysis and reporting on operational and performance measures to effectively monitor and enhance patient and staff experience. They carry out the Patient Contact Center's Quality, Training, and Support strategic plan and ensures strategic objectives are met.

Key responsibilities of this position include:

• Creating and maintaining contact center's learning and development, knowledge management and performance support programs
• Lead staff in design, development, delivery, assessment, reporting, content management and change management activities based on project or program requirements
• Establishes goals and objectives with autonomy and achieves goals through collaborating in high functioning teams and effectively leading subordinates

Spends the majority of time (50% or more) achieving organizational objectives through the coordinated achievements of subordinate staff. Establishes departmental goals and objectives, functions with autonomy. Manages the accountability and stewardship of human, financial, and often physical resources in compliance with departmental and organizational goals and objectives. Ensures subordinate professionals adhere to defined processes and standards. Manages and administers systems and processes to protect departmental assets. Independently resolves administrative and operational issues. Receives and implements learning and development directives from senior management and determines how to use resources, develop and delivery programs to meet schedules goals and desired outcomes. Determines and evaluates program practices and recommends initiatives to senior management. Develops the short term strategic and organizational goals of the unit. Has staff, budgetary and other resource responsibility for training program. Represents the program in interactions with other organizations and external organizations.

Apply By Date

November 2, 2023 at 11:59pm

Minimum Qualifications

• Bachelor's degree required or equivalent work experience.
• 5 years of experience working in a fast-paced inbound/ outbound WFM contact center.
• Progressive experience in health system administration, health care planning, business administration, public administration or a satisfactorily equivalent combination of education, training and experience.
• Experience with strategic planning, analytical and program evaluation skills to effectively provide sound recommendations, continually examines systems and develops or revises to accommodate change requirements.
• Experience handling workflow and designing efficient business processes to continually review and recommend best practices.
• Experience using analytical, research, and other techniques. Analyzes complex situations or problems and contributes to their resolution.
• Minimum 3 years of hands-on experience as a learning professional the development and delivery of learning programs as a senior trainer, instructional designer, eLearning developer or learning administrator
• Experience driving strategic initiatives to assess business needs and identify requirements, bring forward solutions and translate into learning programs to meet project goals and enable staff performance (ADDIE or Agile approach)
• Demonstrated experience implementing continuous improvement, effective assessment, instructional design quality and content maintenance lifecycles to deliver and maintain high quality content and resources
• Advanced skills in Microsoft Office suite including Teams, SharePoint, Word, Excel, Power Point and other Office 365 tools.
• Ability to approach problems logically and trouble shoot.
• Serve as liaison between clinical and non- clinical staff as needed to support staff training and knowledge management.
• Serving as a resource for team members in problem identification and resolution.
• Demonstrates professional and positive interpersonal relationships.
• Developing and sustaining positive working relationships across all Ambulatory Operations including the PCC by collaborating with all teams to establish and maintain quality metrics.
• Exhibits excellent customer service skills and behaviors toward internal and external customers and co-workers. Promotes public relations with patients.
• Knowledge to problem solve with other members of the PCC team and to effect change toward improvement of services.
• Skill in analyzing information, problems, situations, practices, and procedures to recognize alternatives and provide solutions.
• Knowledge of reporting platforms such as Tableau, EPIC, Crystal reports/ Business Objects, web design, and database structure
• Knowledge of system administration, support and related functions
• Ability to apply advanced problem-resolution skills to highly complex issues, quickly diagnose problems, and develop, test, and implement appropriate and effective solutions in a timely manner.
• Excellent organizational skills and capacity to manage many interrelated tasks.
• Excellent Interpersonal, verbal and written communication skills to clearly and effectively interact with a diverse group of individuals to secure and/or provide information to clarify situations and resolve problems.
• Skills to analyze complex information or problems in an objective manner and derives logical conclusions to provide a sound basis for establishing priorities, selecting appropriate courses of action for pursuit or recommendations to others, and to resolve conflicts.
• Results-oriented and conscientious attitude to proactively and function independently and exhibits out of the box thinking.
• Proven ability to compose reports, correspondence and summaries in a comprehensive organized format.
• Demonstrated ability to lead interdisciplinary teams and develop/manage partnerships, seeking input from others, and creating ad hoc teams as required to address challenging problems.
• Must be a team player, proactive, professional, creative, innovative and inquisitive with an interest in mastering new skill.
• Emotional stability is needed to deal with stressful situations.
• Can articulate and support the UCDHS mission, vision, and values as well as departmental goals.
• Understands the importance of maintaining confidentiality of hospital and patient information at all times.
• Understanding, usage and administration of learning development tools and knowledge management platforms(SharePoint) to develop learning projects across modes including instructor-led, on-demand and eLearning programs based on project and audience requirements.

Preferred Qualifications

• Master's degree
• Over one year experience in healthcare clinical practice environment
• Academic institution or large integrated health system experience

Department Description

The UC Davis Health Patient Contact Center is a developing service area focused on providing the highest possible levels of patient / customer service. We strive to consistently disseminate accurate and up-to-date information to consumers seeking services or information within the health system.

Position Information

• Salary or Pay Range: $7, 382.82 - $13,883.46.
• Salary Frequency: Monthly
• Salary Grade: 24
• Number of Positions: 1
• Appointment Type: Career
• Percentage of Time: 100%
• Shift Hours: 08 Hours
• Location: Sacramento, CA
• Union Representation: No
• Benefits Eligible: Yes
• Hybrid/Remote/On-Site: On-Site

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis Health offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting our handy Benefits Summary and our Benefits Page

• High quality and low-cost medical plans to choose from to fit your family's needs
• UC pays for Dental and Vision insurance premiums for you and your family
• Extensive leave benefits including Maternity, Paternity, Family & Medical Leave
• 14 paid Holidays annually
• Vacation/Paid Time Off
• Sick Leave with unlimited accrual
• Continuing Education (CE) allowance and Education Reimbursement Program
• Access to free professional development courses and learning opportunities for personal and professional growth
• Wellness and on-site Employee Assistance Program including access to free mental health services
• Supplemental insurance offered including additional life, disability, short/long term disability, pet insurance and legal coverage
• Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistant for qualified roles
• Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here
• UC Davis cares about building a community, which is why we provide resources to enhance diversity, equity and inclusion as well as Employee Resource Groups (ERGs) to support our staff

Special Requirements

• Travel in the Northern California region will be required. Reliable transportation necessary for off-site visits. Mileage and travel expenses will be reimbursed per UC Policy.
• Must be able to work overtime and/or flexible hours as needed to meet committed project dates. Must be self-directed and able to work autonomously in a professional and productive manner.
• Required to pass a background check.
• This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity checks.
• As a condition of employment, you will be required to comply with the University of California Policy on Vaccination Programs, as may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

Diversity, Equity, Inclusion and Belonging

At UC Davis, we're solving life's most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don't just maintain - we improve. We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds, and you belong here.

As you consider joining UC Davis, please explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education, and our latest efforts to outgrow the expected. The University of California is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.

Because we want you to be seen, our recruiting process at UC Davis fosters authenticity, diversity, and inclusion. Studies have shown that some people may not apply to jobs unless they meet every single qualification. Each unique role at UC Davis has a set of requirements and you could be perfect for this role, or you could be perfect for the next role! Don't meet all the requirements? We still encourage you to apply! #YouBelongHere