1+ months

Manager, Education and Training - San Antonio, Texas

San Antonio, TX 78205
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Do you have compassion and a passion to help others? Transforming healthcare and millions of lives as a result starts with the values you embrace and the passion you bring to achieve your life's best work. (sm)


The Manager, Education and Training is responsible for the development and execution of education and training programs for provider, provider-facing, clinical, non-clinical, and specialty roles.  Ensures training needs of new and existing staff are met.  The Manager works in collaboration with business partners to educate and train staff on all operational functions necessary to meet our dynamic business needs.  Sets team direction, resolves problems and provides guidance to members of own team.  May oversee work activities of other supervisors. Adapts departmental plans and priorities to address business and operational challenges.  Influences or provides input to forecasting and planning activities.  This leader is a partner and collaborator with the instructional design team, operational team Managers, information technology team Managers, internal/external business partner Managers and more. This leader challenges the team by promoting innovation, creativity and productivity in learning programs. This position will collaborate with education and training leadership to ensure successful execution of training programs and to promote a prepared, high-quality and highly competent workforce.

Primary Responsibilities:
  • Demonstrates Knowledge of the Business or Customer and Applicable Operational Processes
    • Collaborates with appropriate resources (e.g., instructional designers, business partners, SMEs, business leadership) to identify applicable business needs to be addressed in training.
    • Demonstrates working knowledge of applicable business operational workflows and platforms to drive effective training.
    • Demonstrate understanding of upstream/downstream impacts of the applicable clinical and non-clinical operational processes including their impact on customers/consumers/providers.
    • Identifies and leverages appropriate internal resources in order to address issues that may impact the learning process (e.g., systems, access, facilities access).
    • Works cooperatively with education and training leadership to continuously review and revise training programs.
    • Incorporates appropriate adult learning principles in the development of training programs.
  • Prepare for and Support Effective Facilitation and Training Delivery
    • Conducts appropriate preparation to ensure full understanding of training content and objectives prior to delivery (e.g., train-the-trainer, facilitator guide, real-world examples, rehearsal).
    • Collaborates with appropriate resources (e.g., instructional designers, business partners, SMEs, business leadership) to facilitate development of appropriate learning objectives and curricula.
    • Sets appropriate expectations for all applicable stakeholders (e.g., business leaders, learners, Training) to ensure ongoing support and achievement of learning objectives.
    • Identifies, understands and prepares the appropriate training technology to ensure effective learning (e.g., WebEx, Learning Management Systems, ULearn).
    • Identifies and adopts the facilitation approach that best meets the learning styles and needs of the audience, and achieves established learning objectives (e.g., audience analysis, audience engagement).
    • Demonstrates understanding of applicable systems, processes and operational changes to optimize facilitation, as needed.
    • Ensures that the logistics of the learning environment are completed and in place (e.g., rosters, technology, room arrangements/configuration, learning materials).
    • Conducts train-the-trainer activities to prepare others for effective facilitation, including providing context/direction (e.g., other trainers, vendors, colleagues, SMEs).
  • Apply/Support Effective Facilitation Skills
    • Demonstrates and applies understanding of applicable internal training processes, structures and strategies (e.g., teams, roles, interrelationships).
    • Maintains and applies knowledge of facilitation and training delivery best practices (e.g., ASTD).
    • Adheres to applicable training requirements (e.g., calendars/timelines, playbooks, agendas, facilitator/participant guides).
    • Demonstrates appropriate teaching method, style and pace to optimize learning, adopting different delivery approaches/mechanisms as needed (e.g., technology usage, questioning techniques, story generation).
    • Adapts to the learning styles of the audience during the facilitation process (e.g., apply principles of adult learning, guide participant discussions to drive learning).
    • Ensures that delivered training achieves all learning objectives and organizational needs, including vendor training.
    • Ensures that learners understand how learning content applies to their job role/function, and the achievement of their business goals (e.g., problem-based learning).
    • Gathers learner feedback during the facilitation process to ensure that effective knowledge transfer occurs (e.g., periodic knowledge checks, assessments, polls).
    • Provides and responds to ongoing feedback regarding the learning process (e.g., to/from learners, peer, business leaders, staff) during training, and makes appropriate adjustments to the facilitation process.
    • Ensures/provides training coordination/support to facilitate delivery of effective training, as needed (e.g., room coordination, supplies/materials, enrollments, scheduling).
    • Contacts learners' leadership during the facilitation process, as needed (e.g., to communicate learning progress, behavioral issues, attendance issues).
    • Provides post-training support to learners, as needed (e.g., outstanding questions/issues, parking lot items, unmet expectations, additional copies of learning materials, on-the job support).
    • Provides consultation/feedback on effective facilitation strategies, as appropriate (e.g., coaching/mentoring other trainers, Train-the Trainer, Instructional Designers).
  • Measure and Enhance Learning Effectiveness
    • Demonstrates understanding of the appropriate metrics used to evaluate learning effectiveness and their implications for enhancing the learning process.
    • Identifies and monitors applicable metrics/data/trends to track learning effectiveness, and recommend/drive enhancements to learning outcomes.
    • Identifies and tracks applicable performance metrics to ensure that learning is effectively applied on the job.
    • Generates/analyzes reports on training processes/outcomes, and distribute to applicable audiences as appropriate.
    • Provides feedback to appropriate stakeholders (e.g., instructional designers, other trainers, business leadership) on ways to improve learning outcomes, based on established data/metrics and classroom experiences.
    • Engages with learners post-training to obtain additional feedback on training effectiveness (e.g., one-on-one meetings, follow-up surveys).
    • Collaborates with appropriate stakeholders to drive changes to learning approaches/strategies/methodologies, as needed (e.g. processes, procedures, materials, techniques, curricula).
    • Identifies the need for and conducts preceptor training to ensure training needs are met.
    • Identifies innovative training strategies and sessions for out of area staff.
  • Manage Internal and External Learning Staff and Resources (Instructors, Training Specialists, Training Coordinators)
    • Manages team through monitoring, evaluating, coaching and counseling methods.
    • Hires instructors as necessary and monitors staff compliance to ensure training needs are performed timely and consistently.
    • Oversees instructors/presenters to ensure training is performed consistently and accurately.
    • Provides input into the development/management of training budgets and forecasts.
    • Evaluates the performance of direct reports (internal and external), and conducts learning needs assessments to identify staff knowledge deficits.
    • Evaluates effectiveness of learning material and provides feedback, recommendations and action plans.
    • Monitors/analyzes learning metrics/trends and communicates areas needing attention to applicable stakeholders (e.g. instructors, designers, leaders).
    • Provides monthly activity reports to management about activities conducted.
    • Ensures all new initiatives, policies and procedures, guidelines or other necessary updates are incorporated into patient educational program.
  • Performs all other related duties as assigned.
    • Ensures department complies with approved corporate policies and procedures.
    • Serves on and chairs corporate committees, task forces, and/or work groups.
    • Collaborates with business partners and management of audit reports and training recommendations.

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Posted: 2020-09-17 Expires: 2020-11-19

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Manager, Education and Training - San Antonio, Texas

UnitedHealth Group
San Antonio, TX 78205

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