Looking to join and lead our dynamic team at Ohio State University Physicians where excellence meets compassion?

Who we are

With over 100 cutting-edge outpatient center locations, dedicated to providing exceptional patient care while fostering a collaborative work environment, our buckeye team includes more than 1,800 nurses, medical assistants, physicians, advanced practice providers, administrative support staff, IT specialists, financial specialists and leaders that all play an important part. As an employee of Ohio State University Physicians (OSUP), you'll be an integral part of a team committed to advancing healthcare, education, and professional growth.

Our culture

At OSUP, we foster a culture grounded in the values of inclusion, empathy, sincerity, and determination. We meet our teams where they are, coming together to serve each other and our community.

Our benefits

We know that having options and robust benefit plans are important to you. OSUP prioritizes the wellbeing of our team and that’s why we offer our employees a flexible, competitive benefit package. In addition to medical, dental, vision, health reimbursement accounts, flexible spending accounts, and retirement, we also offer an employee assistance program, paid time off, holidays, and a wellness program designed to support our employees so they can live their best lives.

The Manager of Training and Knowledge Resources develops a structured and scalable training program that enhances employee performance, fosters a culture of continuous learning, and supports an exceptional patient experience. This leader is responsible for training strategy, curriculum development, knowledge management, and the delivery of engaging training programs to support new hires, ongoing skills development, and system transformations. Some duties and responsibilities include:  

Training Program Development & Delivery

• Design, implement, and continuously improve training programs that enhance agent proficiency in patient engagement, scheduling, and contact center operations
• Develop and maintain comprehensive training materials, including e-learning modules, job aids, and hands-on practice sessions
• Facilitate interactive training sessions for new hires and existing staff, ensuring knowledge retention and skill application
• Leverage adult learning principles and instructional design best practices to create engaging and effective training
• Develop assessment tools to measure training effectiveness and identify opportunities for improvement

Curriculum Development & Knowledge Management

• Maintain an up-to-date knowledge base, ensuring agents have easy access to critical information
• Develop a structured approach to capturing, updating, and disseminating knowledge across the Patient Contact Center
• Partner with subject matter experts and leadership to ensure training content remains relevant and aligned with operational needs

 Metrics and Reporting

• Monitor and report on training effectiveness through performance metrics, feedback surveys, and impact on key performance indicators (KPIs)
• Use data to inform improvements in training content and delivery methods

 Change Management & Stakeholder Communication

• Act as a liaison between operations, IT, and front-line staff to ensure smooth adoption of new tools and processes
• Develop and execute communication plans related to training initiatives and system changes

 QA Partnership

• Collaborate with the QA team to identify coaching opportunities and integrate quality findings into ongoing training

Team Leadership and Staff Supervision

• Lead Training staff, including Supervisor and Specialists
• Provide coaching, mentorship, and professional development opportunities for the training team
• Facilitate cross-training opportunities and support change management initiatives related to new systems, processes, and service enhancements
• Provides day-to-day leadership, oversight, and support for direct reports, ensuring alignment with department goals and performance expectations.
• Manages recruitment activities including interviewing, hiring recommendations, onboarding, and training of new team members.
• Conducts mid-year and annual performance evaluations; addresses performance concerns and initiates corrective actions when necessary.
• Maintains accurate and compliant personnel files, ensuring completion of required documentation and training records.
• Oversees timekeeping, payroll approval, and staffing schedules to support operational needs.
• Promotes a positive and collaborative team environment through consistent communication of Medical Center and departmental objectives.
• Ensures staff meet required competencies, mandatory education, and health requirements.
• Identifies ongoing training needs and coordinates in-services, supplemental training, and continuous education opportunities.
• Ensures staff are well-equipped to manage system/process updates and product line responsibilities effectively.

 Additionally:

• Ability to perform functions using job-related software and systems.
• Travel to corporate location and other sites as necessary or required.
• Attendance, promptness, professionalism, the ability to pay attention to detail, cooperativeness with co-workers and supervisors, and politeness to customers, vendors, and patients.
• Other duties or special projects as assigned.

Requirements:   

• Bachelor’s degree or equivalent combination of related education and experience
• Demonstrated experience managing large-scale training initiatives, including technology implementations
• Requires one of the following:

1. A Professional Training Certification Required, such as, but not limited to:
   • CPTM – Certified Professional in Training Manager Certificate
   • ATD Instructional Design Certificate
   • CLDP - Certified Learning & Development Professional Certificate

OR

2. Minimum of 3 years of experience in a contact center environment, preferably in healthcare, with proven success in developing and delivering training programs, including curriculum design and knowledge management

Preferences: 

• Experience with Epic systems (scheduling); advanced degree
• Previous experience with CCaaS platform, integration of workflows, and optimized service delivery
• Familiarity with Learning Management Systems (LMS), e-learning authoring tools (e.g., Articulate), and virtual training platforms (e.g., Teams)
• Experience with Knowledge Management Platforms and/or CRM Knowledge solution

Knowledge, Skills and Abilities:

• Collaborative approach to partnering with fellow leaders to align training initiatives with business goals
• Can build relationships with multiples departments within OSU Wexner Medical Center
• High Level of comfort speaking publicly in a training/learning and development setting
• Highly proficient in Microsoft Office, including Visio
• Excellent verbal, written, and presentation skills