Instructional Technology Specialist

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke Health's Patient Revenue Management Organization

Pursue your passion for caring with the Patient Revenue Management Organization, which is Duke Health's fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions.

Duke University Health System - Patient Revenue Management Office (PRMO) seeks to hire an Education/Training Coordinator who will embrace our mission of Advancing Health Together.

PRMO Learning Center Departmental Job Description Instructional Technology Specialist (Education/Training Coordinator)

Job Code: 5250; Job Level: F2

A little about us:

The Mission of the PRMO is delivering quality service by enhancing the patient experience, providing financial security, and preserving Duke’s reputation and mission of advancing health together. Our Vision is to be recognized as a world class innovative revenue cycle organization that values our people, patients and performance.

Established in 2001, Patient Revenue Management Organization (PRMO) is a fully integrated, centralized revenue cycle organization supporting all of Duke Health, including Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, the Private Diagnostic Clinic, and Duke Primary Care. The PRMO focuses on streamlining the revenue cycle through enhanced management of scheduling, registration, coding, HIM operations, billing, collections, cash management, and customer service.

This role is remote; however, all Learning Center team members are expected to report in-person routinely on a rotational basis, and periodically as a team, in response to departmental and organizational business needs.

You will:

Consult with internal partners to create custom learning content, both web-based learning and blended learning.

Be responsible for developing, building, and implementing Learning Management System (LMS) courses and curricula in support of PRMO’s evolving business and operational needs.

Ensure the accuracy of team member learning records on behalf of the Duke Health Revenue Cycle.

Support learning initiatives through dynamic distribution models, including sites, courses, communication and more.

Facilitate live, virtual courses with a focus on learning from one another and influencing through relationships.

You’ll love this role if you are:

Creative with educational methods and design and energized by the opportunity to master a robust Learning Management System.

An outstanding communicator and customer-service focused who loves to help people solve problems in real time.

A wizard at solving puzzles and a sleuthing detective.

Passionate about collaborating to support colleagues and other teams.

Comfortable both as a wizard behind the curtain and front-and-center as a presenter.

Willing and able to rapidly respond to changing circumstances and hours of operation with a team mindset.

You’ll thrive in this role if you are:

An innovative thinker that isn’t shy contributing to process improvement efforts.

A self‐starter who thrives on discovering and sharing new ways of using existing tools.

A master juggler, comfortable with multiple projects at a time while still meeting project timelines.

You’ll need to have proven success with these skills & abilities to succeed in this role:

Demonstrated proficiency in knowledge and application of instructional design and adult learning principles.

Proven proficiency in the development of e-learning course development platforms (Articulate 360 applications including Storyline, Rise, Replay & Review; Adobe Creative Cloud including Photoshop, Premier, etc., applications including Captivate).

Demonstrated knowledge, understanding, and application of functionality within Learning Management System tools (Saba), blended learning models, virtual online learning technologies (Zoom, Microsoft Teams, SharePoint Online etc.).

Strong analytical, critical thinking, innovative problem solving, leadership, project management, consultation and organizational skills, ability to prioritize multiple competing priorities.

Excellent interpersonal skills and ability to work across multiple teams.

Demonstrated verbal and written communication skills, including ability to complete comprehensive training plans based on established templates, and produce refined project/initiative SharePoint sites where applicable.

Synthesize data to provide reports and guide future direction on projects; strong Excel skills required.

Job Responsibilities (the details)

Design, conduct and/or broker the delivery of training programs from a variety of resources. Collaborate with Operational Leaders and Learning Center Colleagues to develop strategies and learning/training plans; conduct comprehensive needs assessments; create training solutions (primarily e-learning courses in this role) and develop priorities based on assessment needs, business impact and available resources. Conduct research, collect data and generate reports to support learning programs effectiveness efforts and operational process improvement initiatives. When issues arise with e-learning courses, investigate and fix the root problem; assist users with issues to further them along in their course completion.

Lead, facilitate or participate on multi-disciplinary project teams, committees, utilizing the Learning Center consulting model. Establish rapport with Operational Partners as Subject Matter Experts in the development of instructional materials/delivery strategies to support departmental and organizational initiatives.

Facilitate live-virtual courses, as needed, and in rotation with colleagues, using formalized, departmental course materials.  Maintain, update and QA course materials in alignment with departmental procedures.  Participate in and / or lead Train-the-Trainer processes to expand knowledge and course facilitator coverage among team members, i.e., leadership courses, New Team Member Welcome Event, Core skills, new hire 30-90 Day Conversation feedback sessions, etc).

Partner with operational leaders and Learning Management System (LMS) stakeholders to develop administrative and LMS frameworks required to support education, training, CEU management, and development programs and initiatives for specialized revenue cycle services; formulate policies, procedures and schedules to support education and training operations and initiatives.

Remain current in best industry practices for development of learning strategy, needs assessment, learning programs effectiveness initiatives, and delivery systems.

Required Qualifications at this Level

Education:

Work requires completion of a Bachelor’s degree.

Experience:

Work requires a minimum of five years’ experience in the design, delivery and evaluation of business-related education, training and/or development programs, preferably in a research environment.

OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Degrees, Licensure, and/or Certification:

N/A

Knowledge, Skills, and Abilities

N/A

Distinguishing Characteristics of this Level

Strong analytical, critical thinking, innovative problem solving, leadership, project management, consultation and organizational skills. Excellent interpersonal skills and ability to work across multiple teams. Demonstrated verbal and written communication skills. Ability to prioritize multiple competing priorities during high stress situations. Knowledge and application of instructional design and adult learning principles. Basic knowledge, understanding, and operation of Learning Management System tools, blended learning models, and online learning technologies (E-Learning, WebEx, etc.).

Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.