Training and Enablement Manager

Tebra is transforming healthcare information technology to increase practice efficiency and improve patient outcomes. We provide independent practices with digital tools and support to thrive in a new era of healthcare.  We believe that how you start something is how you finish and the initial training any Customer Success member goes through sets them up for the rest of their career. Tebra is hiring a Manager, CS Internal Enablement who will help develop and execute transformative, human-centered enablement programs across the Customer Success organization.  The Internal Enablement Manager will create and deliver scalable training content to foster and grow the desired knowledge and skills to support operational consistency, repeatability, accuracy and an exceptional customer experience. Programs will cover the full spectrum including but not limited to, new hire onboarding, tools, operational workflows, soft skills and new product/program releases, all while leveraging multiple learning tools/formats and measuring success and effectiveness throughout. 

• Apply adult learning principles to develop and deliver training curriculum including presentation decks, exercises, tutorials, job aids, assessments, etc.; manage the full curriculum development lifecycle, from requirements gathering to deprecation for all CS new hire onboarding and ongoing training programs
• Manage and optimize centralized LMS, Knowledge Base and FAQs; monitor to identify additional opportunities for improved content or training
• Measure training impact on both individuals and the organization; analyze and understand data to suggest improvements for training and operations
• Project manage roll-out plans, evaluation and feedback systems for all training programs; own stakeholder communication, launch strategy, and planning cycles
• Collaborate effectively with a diverse set of stakeholders to support training for new products, programs, tools, and process changes 
• Become an expert in our product, value proposition, industry, and best practices to drive customers success on our platform
• Work with SMEs to capture knowledge and real-world experience to be delivered within training initiatives and programs
• Work with CS members to identify and analyze training gaps and propose scalable solutions 
• Manage a team of Internal Enablement Training Specialists who will aid in facilitating and delivering training/programs; conduct regular 1:1 sessions, provide day to day coaching as needed to support team members and business/individual objectives
• Stay up to date on trends, tools, and technologies in the training industry; apply appropriately in support of overarching strategic training objectives 
• Help transform internal enablement with simple, effective and engaging and training programs! 

• 7+ years experience in software training, preferably in the healthcare SaaS environment
• Knowledge and understanding of US medical industry and healthcare system including clinical and office workflows, appointment scheduling, medical insurance billing and collections 
• Knowledge of adult learning methodologies, theories and techniques 
• Expert in creating training plans and training execution. Proven track record with executing on projects with strict deadlines
• Ability to build extremely strong working relationships across teams, especially when there's shared ownership over some aspects of the customer experience 
• A self-starter who takes initiative and thrives in a rapidly changing, fast-growing environment while leading and mentoring a team
• Excellent coordination, project management, and organizational skills; able to drive multiple projects at once
• Flexibility with changing programs and processes; a willingness to dive deep, experiment rapidly and get things done
• Extremely process and data-driven, you don’t just make decisions or change an approach based on your gut, but on facts and behaviors you can track
• Experience working effectively with technical teams and senior leadership
• Track record of creative problem-solving, and the desire to create and build new processes 
• Proficient knowledge of LMS systems, Knowledge Base systems, and online training programs
• Experience rolling out enterprise Knowledge Base
• Proficient in the use of virtual facilitation tools (e.g., Zoom, GoToTraining/Meeting or similar) and learning management systems
• Proficient in Google Suite (Doc, Sheets, Slides, Sites etc.), learning authoring tools such as Camtasia, Rise360/ Articulate, Kahoot, etc., Salesforce
• Strong verbal communication skills needed to facilitate trainings across US and Costa Rica offices

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra. 

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

We get to know our customers - and their patients - and look at the world through their lens.

Healthcare is too complex. We aim to simplify it for everyone.

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

We are diverse, humble, and collaborative. We put the team first and win together.

Life is short and joy is underrated. We take time to have fun and celebrate success.

In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness or Gympass for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

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