Facility: Corporate Offices

City San Diego

Department

Job Status

Regular

Shift

Day

FTE

1

Shift Start Time

Shift End Time

Bachelor's Degree

Hours :

Shift Start Time:

8:30 AM

Shift End Time:

5 PM

AWS Hours Requirement:

8/40 - 8 Hour Shift

Additional Shift Information:

Weekend Requirements:

Not Specified

On-Call Required:

No

Hourly Pay Range (Minimum - Midpoint - Maximum):

$34.795 - $44.897 - $54.999

The stated pay scale reflects the range that Sharp reasonably expects to pay for this position.  The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant’s years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices.

What You Will Do

To enhance and sustain the overall patient experience within Sharp Community Medical Group. The Patient Experience Training Developer, will be responsible for designing, developing, and implementing comprehensive training programs aimed at empowering healthcare staff to deliver exceptional patient care with a focus on empathy, communication, and compassionate service.

Required Qualifications

• Bachelor's Degree in Healthcare Administration, Business Administration, adult education or any relevant field of study.

• 5 Years Experience as a trainer, preferably in a healthcare setting.

Essential Functions

• CommunicationServes as lead developer and editor of communication materials and content for the SCMG Patient Experience Training. Ensures content is concise, grammatically correct and consistent in format with standards.Collaborates with SCMG Marketing and Communications Manager to establish and support format and content standards that represent SCMG in a consistent and professional way.Communicates information and ideas verbally and in writing so others will understand.Listens to and understands information and ideas presented through spoken words and sentences.Reads and understands information and ideas presented in writing.Ensures all pertinent information is provided to the training team through meetings and other forms of formal and informal communication. Communicates status, targets, activities and issues among SCMG and other Sharp Healthcare staff. Reports status on a regular basis to SCMG management to ensure understanding, agreement and attainment of project and department goals.Documents and maintains outstanding task and issues lists. Keeps manager informed through status and activity reports, as requested.

• Customer ServiceMeets with users on a regular basis to assess the practice's adoption of the application of training concepts and assists with knowledge gaps and improvements.Responds to requests for information, modifications and assistance to ensure users are satisfied.Presents information regarding SCMG Patient Experience training requirements and offerings to customers.Utilizes collaborative practice to communicate customers' needs with the SCMG team. Seeks workable solutions.Provides guidance, teaching and training for end users through the post-implementation and/or operational phases of implementation. Serves as an on-going consultant liaison.Provides training and/or guidance on related applications, website, and software. Connect end-users to related parties (Training Coord, etc.) as appropriate.

• Initiative and TeamworkMaintains active relationships with all customers by continuously assessing needs, preferences and levels of satisfaction with training curriculum.Positively mentors and coaches other patient experience team members, SCMG staff and physicians. Works with leadership to develop and execute developmental plans for Patient Experience Team Members, as necessary.Collaborates with application analysts on all matters pertaining to the development or maintenance of training software.Facilitates sharing of information and knowledge amongst team members.Assists Patient Experience leadership with balancing workload assignments of Patient Experience Team members and assist coworkers with tasks.Leads the training team in the smooth implementation of new and existing procedures.Represents SCMG in a positive, professional and competent manner.Demonstrates dedication to the enhancement and improvement of skills and departmental objectives.

• Training CoordinationLeads development of mandatory onboarding and ongoing patient experience training curriculum.Evaluate and identify appropriate training software and delivery platform that ensures Patient Experience curriculum is delivered in a creative and effective ways and appropriate mediums (including but not limited to e-learning modules, workshops, role-plays, and simulations, videos, social media platforms, intranet). Apply Change Management Theory and strategies to drive improvement.Assesses training needs for new and existing SCMG staff and physicians.Create training materials to equip healthcare staff with the skills to handle challenging patient situations and effectively resolve complaints, turning negative experiences into positive ones.Develop training modules that emphasize patient-centered care principles, focusing on individualized care plans, shared decision-making, and patient engagement in their healthcare journey.Design training content to enhance staff communication skills, active listening, and empathy, ensuring that patients feel heard, understood, and valued throughout their healthcare journey.Adheres to budgeting, standards, space and device planning to ensure effective training and education.Ensures that an effective scheduling system is set up and maintained to coordinate resources such as participants, trainers, training rooms and equipment.Ensures that training is customer focused and based on the needs identified by SCMG physicians' practices and other customers.Collaborate with subject matter experts, healthcare professionals, and leadership to identify training needs and create a comprehensive curriculum that fosters a patient-centric culture.Establishes training materials and other tools that support educational objectives to ensure smooth integration of new curriculum.Stay updated with industry trends, best practices, and advancements in patient experience training and incorporate relevant insights into the development of new training content.Utilize data and feedback from patient surveys, focus groups, and staff evaluations to inform the development and improvement of patient experience training programs.

• Curriculum Development and DeliveryDemonstrates and applies knowledge of adult learning theory and instructional technologies.Demonstrates and applies knowledge of principles and methods for curriculum training design, teaching and instruction for individuals and groups, and the measurement of training effects.Designs and performs needs assessments and analyses for training curriculum and methodology.Develops curriculum outlines and content to support effective training.Develops and applies evaluation criteria and documentation for training classes and modules.Ensures education and training is conducted in an efficient and economical manner.Evaluate and recommend team and skill mix to achieve optimal training.Uses creative educational techniques and training delivery systems for various entities and user environments.Creates, edits, and maintains SCMG organization patient experience digital content that is consistent with the organization’s brand, style and tone.Employs solid instructional design methodology, interactive activities, and job aids that include competency- based evaluations.Collaborates with other Subject Matter Experts (SMEs) and SCMG Staff, to ensure the best utilization of resources and establish best practices.Evaluates training programs, curricula, and certifications for effectiveness and desired outcomes. Utilizes feedback to initiate changes, refinements and improvements.Proofreads and edits content to ensure accuracy and consistency with departmental standards.Leads development of online training, end user library, and instructor library.

• Project ManagementCoordinates and ensures delivery of outcomes from a matrix of several simultaneous projects. Uses appropriate prioritization, timing and creativity, so projects are completed on time and within resource constraints, as agreed to with affected parties.Actively assists SCMG management on special projects and supports other SCMG goals. These projects are performed in a cost effective way, within established deadlines. Demonstrates ability to independently perform other departmental tasks not specific to training coordination.Leads and participates in discussions within the team and offers suggestions (at least 2 per year) to improve departmental service, productivity and development.

Knowledge, Skills, and Abilities

• Ability to effectively work with SCMG management, staff, physicians and contract personnel; communicates clearly, concisely and accurately with people both verbally and in writing.

• Achieves results for the organization with and through people; practices good time management and demonstrates leadership skills and behaviors.

• Demonstrates thorough knowledge of principles and methods for training design and instruction.

• Seeks specific knowledge related to the IPA business model and the healthcare market as a whole so as to understand and address training needs within SCMG and its practices.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class