Senior Manager, Training Operations

About Us

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care, and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

THE OPPORTUNITY:

At Mass General Brigham Digital, we pride ourselves on our ability to create maximum strategic, clinical, and operational value from established and emergent technologies for our patients, care teams, researchers, and employees. Digital health will not only enhance the equity and efficiency of healthcare delivery, but it will also help make medicine more personalized and precise.

We recognize that increasing value and continually improving quality while maintaining an inclusive focus are essential to organizational excellence, and we invite you to join us on this journey. The work we do in Digital is a strategic imperative, and there is a strong and growing understanding of how together we will transform Mass General Brigham in innovative and impactful ways.

POSITION SUMMARY:

The Senior Manager, Training Operations for MGB Digital Solutions Delivery Training & Communications will lead efforts internally and work with Digital partners to define strategy and ensure accountability for key workstreams -

• Project management; oversee development of tools, project plans, dashboards/reporting, and execution of all training projects including Epic monthly release and bi-annual upgrades, and numerous training process improvement and transformation projects.

• System management; gatekeeper for key training systems (i.e., Epic Training Environments, HealthStream, Epic Digital Library) setting prioritization and roadmap for enhancements, ensuring ongoing maintenance, leading issues triage and lead communications for major incidents.

• New technology and automation; lead development and implementation of automated solutions for current manual workflows to improve processes, throughput, and increase capacity to meet growing demands.

PRINCIPLE DUTIES AND RESPONSIBILITIES

Training Operations

• Lead the Training Operations Division within the Digital Solutions Delivery Training & Communications Team; scope of work includes oversight of, training project management, training technology, training environments, and training & security operations.

• Set priorities and direction for the team including short- and long-term strategy and roadmap

• Explore ongoing opportunities to leverage technology to enhance and streamline processes; identify, advocate, build and implement automated solutions using robotic process automation

• Coordinate closely with and support other Training & Communication Division Managers on training transformation and process improvement projects and task

• Lead and or represent Training & Communication on key MGB project meetings and governance council

• Maintain team project tracking system and leadership dashboards to ensure all projects are on track to meet all tasks, risks, and deliverables; team point of contact for Digital Demand Workfront submissions for Digital Leadership Team visibility

• Sustain team documentation of policies and procedures, ongoing assessment of competencies and need for cross-training and upskilling for coverage and meet evolving needs for team, and support team initiative

• Build and cultivate strong working relationships across MGB Digital, eCare, Finance, and Site Training Leads to help advance work and collaboration opportunitie

• Attend MGB, Digital, eCare, and Site-level meetings related to training projects and/or training and security project

• Participate in other Digital technical training and communication projects, as needed

Project Management

• Provide direction and leadership for project specialists supporting training projects including -

o Outline critical path, milestones, and status reporting for all project

o Define methodology to assess all project requests to project work effort, staging, and timeline

o Drive and successfully execute comprehensive project plan and reporting for Epic bi-annual upgrade and monthly release

o Provide project management support for demand, deployment, and enhancement project

o Support training transformation activities and projects, process improvement workstreams, and other Digital training project

o Help support leadership team in ongoing entry and maintenance updates to Workfront projects reviewed by Digital Leadership Team

• Oversight of project specialist support of ServiceNow queues for EDL/HS requests; help support Training & Security Team coverage and on-boarding of new staff

Technology/Environments

• Oversight of key technology utilized by Training team including Epic Digital Library (EDL) and HealthStream Learning Management System (LMS)

• Lead HealthStream and Epic Digital Library system management activities including documentation and tracking of enhancement opportunities and prioritization, maintenance and development training documentation and refreshers, and security access provisioning for these tool

• Recommend and advocate for system enhancements for systems owned by other Digital teams (i.e., Saviynt, DMO, etc.) but utilized by central training team and training community

• Provide leadership and guidance for Epic non-PROD training environments including MST/MTEST/REF/ACEs/PLY ensuring proper maintenance to ensure latest and greatest for both new hires and existing user group

• Consult and approve key training environment timelines for upgrades (i.e., disconnect/reconnect dates) and special project needs (i.e., PLY build for users to practice prior to go-live)

• Primary point of contact for all training environment activities, meetings, smoke testing, and ad hoc major incident events.

• Oversee project specialist support of ongoing smoke testing events including calendar invites, coverage, tracking, reporting of issues to IDs or App Teams, ensuring all are brought to closure

• Attend weekly and ad hoc environment meetings with larger MGB Team and lead training environment-specific meetings with key stakeholder

• Manage dotted line reporting relationship with training environments coordinator/mitosis guru supporting training environment

Training & Security

• Oversee Manager, Training Coordination & Security who leads team of Training & Security Analysts who process Epic and DMO training & security request

• Support Manager, Training Coordination & Security in efforts to inventory current state processes across AMC, Community, and Rev Cycle Teams to assess and identify best workflows to document, train team, and standardize training & security coordination processes to maximize efficiencies and enable ability to take on Digital solutions beyond Epic

• Help negotiate standard workflows across teams to simplify training & security operation

• Provide coverage support for T&S Team when Manager is on PTO

General

• Work with senior leadership to establish goals and objectives including the definition of work products and timelines. May also participate in developing strategy and setting overall direction.

• Manage the activities of one or more teams of Digital professionals. Focuses on achieving the deliverables on-time and within budget.

• Employ service management and/or project management methodologies to deliver high quality work products.

• Attract, retain and develop high quality staff. Establish and maintain a work environment conducive to high performance. Addresses the training and professional development needs of the staff.

• Interact with clinicians, staff and all levels of management, including senior leadership.

• Promote and encourage a high-quality customer service experience for all customers - internal and external.

• Collaborate well with other teams and departments to produce result

• May work with 3-4 vendors to assure delivery of contracted services and products. May engage in negotiations with vendor

• Work on several medium to high complexity projects and/or service

• Maintain professional affiliations to stay on top of evolving information systems management strategies, tactics and technologies.

• Performs all other duties as assigned.

Working Conditions:

Hybrid, flexible schedule. Current expectation is onsite work averaging 1 day per week.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• This position requires occasional local travel to MGB sites, vendors, and/or conference

• Normal office working conditions. The noise level in the work environment is quiet to moderate.

• While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds.

• Specific vision abilities required by this job include close vision, distance vision and depth perception.

Qualifications

QUALIFICATIONS

• Bachelor's degree or equivalent experience required. Master's Degree preferred.

• 8+ years of prior management experience in healthcare or a related field.

• PMP a plu

• At least 10 years Healthcare experience required, especially at an academic medical facility or healthcare focused technology company.

• Epic experience across multiple modules desired.

• Proficient with Microsoft tools such as Outlook, Teams, Word, Excel, Powerpoint, etc.

• Experience with identifying and automating processes with robotic process automation, a plu

• Extensive experience in project management and/or service management methods.

SKILLS/COMPETENCIES

• Ability to demonstrate Mass General Brigham's Leadership Competencies for both Performance Focused Leadership and People-Focused Leadership

o Performance Focused:

• Customer/Patient Focus: Building strong customer/patient relationships and delivering customer/patient centric solution

• Manage Complexity: Make sense of complex, high quality, and sometimes contradictory information to effectively solve problem

• Cultivate Innovation: Create new and better ways for the organization to be successful

• Ensure Accountability: Holding self and others accountable to meet commitment

• Learning Agility: Actively learn through experimentation when tackling new problems, using both successes and failures as a learning folder

o People Focused:

• Drive Equity and Inclusion: Recognizes the value that different perspectives and cultures bring to an organization

• Build Effective Teams: Build cohesive teams that apply their diverse skills and perspective to achieve common goal

• Collaborate: Build partnerships and work collaboratively with others to meet shared objective

• Communicate Effectively: Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences including senior system and hospital administrators, physician leadership, technician staff, and other personnel across different institution

• Instill Trust: Gain the confidence and trust of others through honesty, integrity, and authenticity

• Understanding of core financial concepts with a focus on expense management; experience developing and managing budgets.

• Broad knowledge of Epic functionality

• Ability to prioritize workload and manage expectations in a constantly changing environment under high pressure.

• Proven technical and project management skills, including ability to scope work, provide accurate time estimations and ability to identify and mitigate risks.

• Ability to maintain detailed project plans, timelines and status reports.

• Ability to manage technical aspects of project and work with other resources at Mass General Brigham to deliver integration solutions and other technical work.

• Ability to learn and understand Mass General Brigham's enterprise landscape and various departments within.

• Ability to work in matrixed organization.

EEO Statement

Massachusetts General Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.