Centralized Support Services Content & Training Manager

The Opportunity:

As we continue to expand and transform the primary care experience, we’re looking for energetic and passionate leaders to manage the people, processes, and technology that make One Medical unique. As a Centralized Support Services Content & Training Manager, you’ll be responsible for meeting One Medical patient promises of outstanding quality of care, access, and truly patient-centered experiences at an affordable cost. You’ll execute our mission of delivering high-quality care and service using The One Medical Performance System (TOPS). Specifically, you’ll manage the Content & Training team of currently ten  Content & Training Specialists and lead the development of standard processes and training our Centralized Support Specialists  to ensure One Medical is a great experience for both patients and team members. 

You are a strong people leader and innovative problem-solver, who is driven to create efficient workflows and cultivate cohesive teams. You are self-aware, a continual learner, and focus on the big picture. You have mastered the art of quality customer-service, administrative work , and you are an effective communicator  able to motivate a team or peers, especially through times of change. You are currently looking for your next opportunity that has an emphasis on delivering results, driving engagement and all things people management at an organization that is transforming healthcare. If this sounds like you, we would love to connect. 

What You'll Likely Work On:

• Lead and manage a team of specialists who instruct our Centralized Support Specialists to deliver the best possible patient experience
• Responsible for overseeing all training content activities and curriculum, including the management, capturing,  and training of our operational workflows, system tools, and processes and policies
• Responsible for monitoring, auditing and implementing our standard operating procedures and present solutions to help improve performance and  patient experience
• Partners with Leadership to help determine knowledge and training  strategies and develop goals and action plans..
• Create and maintain documentation, resources, and scheduling of training and nesting programs for all CSS, and develop ongoing training for CSS.  
• Identifying training needs by consulting with internal stakeholders, Operations Managers and CSS using needs assessments (feedback loop)

What you’ll need:

• 3+ years relevant experience managing high-performing teams
• 2+ years relevant experience training  customer or patient facing support teams 
• Strong written and verbal communication skills 
• Proven ability to develop and deliver  training content and curriculum and track record of leading successful knowledge management and process improvement efforts
• Experience in healthcare, particularly in collaboration with clinicians, is highly desirable
• Technical Skills: RingCentral / Nice-InContact a plus; G Suite and Electronic Health Record systems are a plus

Benefits designed to aid your health and wellness:

Taking care of you today

• Paid sabbatical after 5 and 10 years
• Employee Assistance Program - Free confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues
• Competitive Medical, Dental, and Vision plans
• Free One Medical memberships for yourself, your friends and family
• Pre-Tax commuter benefits
• PTO cash outs - Option to cash out up to 40 accrued hours per year

Protecting your future for you and your family

• 401K match
• Credit towards emergency childcare
• Extra contributions toward maternity and paternity leave
• Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance
• Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance

This is a full-time salaried in-person position located in Phoenix, AZ.  Flexibility with your schedule will be required as we provide 24/7 care for our patients.