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MyNM Service Center Training Specialist

2 months ago

Chicago, Illinois, United States Northwestern Memorial Healthcare Full time
Job Overview

At Northwestern Medicine, we prioritize every patient interaction, fostering a positive work environment that distinguishes us as a leader in the healthcare sector. As a vital member of our team, you will contribute to our mission of enhancing healthcare quality, regardless of your role within the Northwestern Medicine framework. We are committed to offering competitive benefits, including tuition reimbursement, loan forgiveness, 401(k) matching, and comprehensive lifecycle benefits, ensuring our employees are well taken care of.

Position Summary

The Service Center Training Specialist embodies the mission, vision, and values of Northwestern Medicine, adhering to the organization's Code of Ethics and Corporate Compliance Program while complying with all relevant policies, procedures, and regulatory standards.

The MyNM Service Center plays a crucial role in supporting the NM Workforce through self-service capabilities and dedicated Service Center Representatives. The Training Specialist leverages business, technical, and analytical expertise to enhance processes and resolve issues, acting as a trusted partner to team members and leadership through data-driven insights.

Key Responsibilities
  • Identify opportunities for process enhancement and service expansion within the MyNM Service Center to improve operational efficiency and build capabilities.
  • Collect and analyze data, identify trends, and conduct root cause analysis to determine applicable continuous improvement initiatives.
  • Develop and present continuous improvement recommendations to MyNM Service Center leadership.
  • Engage with business users to gather functional requirements and use cases for system modifications.
  • Guide users in making informed decisions to enhance their business processes.
  • Stay informed about industry trends that may impact the organization.
  • Monitor and evaluate continuous improvement outcomes.
  • Collaborate with other IS functions to implement technology changes that support continuous improvement efforts.
  • Track daily service center metrics, providing analysis on operations and advancing continuous improvement initiatives.
Additional Responsibilities for the Training Specialist

Oversee the development of a comprehensive learning and development strategy for the MyNM Service Center. Manage all training initiatives, identify suitable learning opportunities for personnel, and ensure timely training delivery.

  • Assess new training needs while refreshing and delivering existing training programs.
  • Evaluate the effectiveness of training content and its delivery methods.
  • Conduct or coordinate onboarding training for new employees within the MyNM Service Center.
  • Collaborate with the NM Academy to develop and deliver training for the NM workforce in relevant functions.
  • Partner with tier two functions to provide ongoing education opportunities.
  • Design, develop, and maintain a comprehensive repository of training materials for the MyNM Service Center.
  • Maintain a working knowledge of cross-functional processes and learning management systems.
Qualifications

Required:

  • Minimum of 3 years of combined experience in IS, HR, Finance, Supply Chain, or a related field, or experience as an analyst supporting processes and systems.
  • Familiarity with Service Center technologies, HR information systems, and system interfaces.
  • Strong attention to detail and accuracy while managing multiple tasks.
  • Effective listening and questioning skills.
  • Ability to work independently and collaboratively within a team.
  • Willingness to partner with diverse users and develop a thorough understanding of their business needs.
  • A proactive approach to experimenting with innovative ideas, methods, and technologies.
  • Capability to communicate complex topics and analytics clearly to meet customer needs.

Preferred:

  • Bachelor's degree in Business, Information Services, Analytics, or a related field.
  • 3-5 years of experience in designing training courses within a corporate environment.
  • Extensive knowledge of instructional design principles and learning methodologies.
  • Ability to present complex information to various audiences effectively.
  • Familiarity with both traditional and modern training techniques and tools.
  • Proficient in learning management software such as Articulate and Camtasia.

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment based on age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation, or any other protected status.