Position Summary:
We have an exciting opportunity to join our team as a Learning & Development Specialist.
With guidance from Learning and Development (L&D) Leadership, the L&D Specialist enhances the centralized training and on-the-job support infrastructure for the NYU FGP Central Billing Office and Patient Access Center. Proficiency in designing, developing, and facilitating training is essential. Additionally, the Specialist will curate and uphold reference materials for various purposes, including new hires, refreshers, performance improvement, and staff development. Reporting directly to the L&D Supervisor, they collaborate with the L&D Leadership to identify ongoing training needs, devise suitable interventions, and liaise with designated leaders for continuous improvement initiatives as a part of the revenue cycle team.

Job Responsibilities:

• Collaborate with L&D leadership and team to identify and assess training needs for staff.
  • Assist in designing and developing training interventions and materials.
  • Participate in training design and development sessions.
  • Ensure training aligns with organizational goals and values.
  • Work with management to validate objectives and develop content.
  • Modify instructional materials based on feedback.
• Collaborate with Quality and Operations leadership to ensure combined efforts for employee success.
• Develop additional training and reference materials, including course outlines, presentations, eLearning content, and assessments.
  • Create learner activities, checklists, quizzes, and simulations.
  • Develop online documentation and job aids.
  • Conduct webinars and eLearning sessions as assigned.
• Deliver classroom training to a designated audience.
  • Set up the training room and coordinate equipment.
  • Provide feedback to new hires throughout training.
  • Identify low performers and communicate with management.
• Support job performance with quick references and documentation.
• Manage training and reference content in a centralized repository.
  • Format and create content per the repository's design.
  • Maintain and upload new information as assigned.
  • Assist in monitoring content requests and user access.
• Perform training administrative functions, including maintaining class schedules and LMS records.
  • Keep rosters for class enrollment current.
  • Provide and record training reports and course survey results.
• Coordinate with staff for improvement initiatives and participate in QA initiatives.
  • Meet regularly with L&D team.
  • Assist in interventions for low-achieving learners.
  • Participate in QA and performance monitoring activities.
• Identify issues affecting future training and modify materials as needed.
• Perform other duties as assigned.
• Drive consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy C.A.R.E.S. (Connect, Align, Respond, Ensure, and Sign-Off).

Minimum Qualifications:
To qualify you must have an Associates Degree or equivalent experience. 
Must have 1 - 4 years of relevant experience. Must have strong verbal and written communication skills. Demonstrate strong interpersonal skills and ability to analyze issues quickly and identify the best solutions. Demonstrate the ability to present information in a classroom or remote setting. Be a high-performing PC user with basic Microsoft Excel, PowerPoint, and Word knowledge. Preferred healthcare background within a Customer Service, Professional Billing, or Contact Center setting.

Preferred Qualifications:
Healthcare background preferred within a Customer Service, Professional Billing, or Contact Center setting.