Manager of Operational Training and Performance

This is a fully remote position, open to applicants in South Carolina.

📋 Description

• Assist the Associate Director of Operational Training and Performance in areas involving operational training, enhancing performance, onboarding, optimizing workflows, and implementing follow-up initiatives.

• Design, develop, deliver, and reinforce organized training programs, which include New Hire Orientation, onboarding, refresher courses, workflow launches, and operational training for both leaders and team members.

• Conduct practical training sessions focused on standard workflows, role responsibilities, systems, tools, operational priorities, performance objectives, and expectations for patient-centered service.

• Assess operational workflows, identify training gaps, and address first-level concerns by collecting data, observing processes, documenting obstacles, and pinpointing areas for improvement.

• Collaborate with the Associate Director to prioritize support requirements, suggest process enhancements, and assist in action plans that include timelines, measurable objectives, and accountability checkpoints.

• Manage training calendars, schedules, trackers, participant lists, action items, deadlines, completion records, and follow-up on implementation.

• Provide regular status reports to the Associate Director.

• Create, update, and maintain training materials, job aids, workflow guides, process documents, meeting summaries, Operational Excellence resources, and leadership updates.

• Act as the primary contact for routine inquiries related to training, onboarding, workflows, and processes, while escalating complex or high-risk issues as necessary.

• Coach leaders and teammates on expected workflows, operational standards, priorities for performance improvement, and approved processes.

• Evaluate the effectiveness of training through feedback, observation, follow-up, and operational performance metrics.

• Collaborate with regional, clinic, operational, clinical, medical, compliance, revenue cycle, finance, marketing, community engagement, and other cross-functional partners.

• Support the development of readiness and training plans for workflow changes, system updates, acquisitions, new openings, clinic launches, and operational rollouts.

• Encourage accountability, continuous improvement, operational discipline, teammate development, and a focus on patient-centered service.

⛳️ Requirements

• Three to five years of professional experience, preferably in operations, training, performance improvement, healthcare operations, or a related field.

• A Bachelor’s degree is required.

• Previous experience in healthcare operations, clinic management, behavioral health, addiction treatment, or another patient-focused service setting is preferred.

• A strong grasp of training methodologies, adult learning principles, facilitation techniques, and the effective delivery of practical training.

• Experience in evaluating workflows, identifying process deficiencies, supporting process redesign, and assisting in the implementation of operational enhancements.

• Capability to support cross-functional projects, training rollouts, and operational initiatives that necessitate coordination, follow-through, and effective communication.

• Excellent problem-solving abilities, including identifying root causes, proposing practical solutions, and facilitating measurable improvements.

• A proactive attitude and a willingness to think creatively while aligning with the Associate Director’s direction and priorities.

• A mission-driven mindset with a commitment to helping patients lead better, healthier lives.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Paid Time Off (PTO).

• A variety of 401K options, including a matching program with no vesting period.

• Annual Continuing Education Allowance (in related field).

• Life Insurance.

• Short-Term and Long-Term Disability.

• Paid maternity/paternity leave.

• Mental Health Day.

• Calm subscription for all employees.