Job Description

The position establishes and applies a practical change readiness approach for Customer Operations initiatives, including stakeholder impact assessment, communication planning, readiness reviews, training strategy, leadership alignment, go-live support, and post-implementation sustainment. Training is one tool within a broader readiness and adoption strategy; the primary purpose of the role is to reduce operational disruption, improve adoption, strengthen leader and employee readiness, and help changes stick after launch.

Core Competencies

• Change Management — Guides the people-side of change by assessing impacts, anticipating resistance, preparing stakeholders, and reinforcing adoption before, during, and after implementation.

• Operational Readiness — Confirms teams, leaders, tools, documentation, workflows, escalation paths, and support resources are prepared before a process, system, or policy change goes live.

• Facilitation — Leads productive working sessions, training events, readiness reviews, listening sessions, and stakeholder discussions that drive clarity, alignment, and action.

• Instructional Design — Translates complex processes, systems, and policy requirements into clear, role-based learning experiences, job aids, facilitator guides, and knowledge checks.

• Stakeholder Management — Identifies impacted groups, understands stakeholder needs, builds trust, communicates expectations, and maintains alignment across leaders, SMEs, project teams, and operational partners.

• Leadership Enablement — Equips leaders with practical tools, talking points, coaching guidance, reinforcement expectations, and readiness insights so they can actively sponsor and sustain change.

• Cross-Functional Influence — Moves work forward through collaboration and influence even when partners, SMEs, or trainers do not directly report to this role.

• Measurement & Sustainment — Defines adoption indicators, collects feedback, monitors readiness outcomes, identifies reinforcement needs, and uses lessons learned to improve future change efforts.

Essential Duties & Responsibilities

Change Management & Operational Readiness

• Lead change management and operational readiness planning by assessing impacts, identifying adoption risks, defining readiness criteria, developing stakeholder and communication plans, and partnering with project and operational leaders to prepare teams for successful implementation.

• Support launch readiness and post-go-live stabilization by facilitating readiness reviews, confirming documentation and escalation paths are in place, supporting hypercare, gathering feedback, and coordinating reinforcement actions after launch.

• Develop clear change communications and stakeholder engagement approaches that explain what is changing, why it matters, who is impacted, what actions are required, and where leaders and teams can access support.

Learning Strategy & Enablement

• Design and maintain role-based learning and enablement materials including process training, job aids, quick reference guides, facilitator guides, knowledge checks, onboarding materials, and other resources aligned to approved workflows and SOPs.

• Design and facilitate process training, leadership development, and train-the-trainer programs for Customer Operations partners including Order Management, Revenue Cycle Management, Patient Experience, payer-related workflows, and other operational functions.

• Enable leaders and SMEs to reinforce change consistently by creating talking points, huddle guides, train-the-trainer standards, coaching resources, and feedback loops that support consistent messaging, training quality, and adoption.

Measurement, Sustainment & Continuous Improvement

• Measure adoption and drive continuous improvement by tracking readiness indicators, feedback themes, learning effectiveness, process adherence, and lessons learned.

• Identify reinforcement needs and coordinate sustainment actions that help teams consistently apply new processes, systems, workflows, and policies after launch.

• Use post-implementation feedback and lessons learned to strengthen future change, readiness, and enablement efforts.

Cross-Functional Partnership & Governance

• Partner closely with process owners, operational leaders, SMEs, project managers, systems teams, Quality/Compliance, and Communications to align readiness and enablement activities with approved business decisions and content.

• Maintain clear role boundaries by ensuring accountable owners retain responsibility for final business process decisions, system configuration, policy approval, subject matter accuracy, compliance requirements, and employee performance outcomes.

• Lead, coach, and standardize SME training practices through influence; directly manage SMEs only when specifically assigned through the reporting structure.

Experience & Education

• Bachelor's degree in Business, Healthcare Administration, Operations Management, Project Management, Information Systems, or related field, or equivalent combination of education and experience.

• Three (3)+ years of experience supporting healthcare operations, revenue cycle management, order management, payer setup, patient experience, workers’ compensation, medical device operations, or a similarly process-driven operational environment.

• Demonstrated experience supporting change management, operational readiness, training, organizational development, enablement, or adoption work.

• Ability to translate complex processes, systems, workflows, and policies into clear communications, practical learning materials, and actionable guidance for teams and leaders.

• Strong facilitation, written and verbal communication, stakeholder management, and cross-functional collaboration skills.

• Experience designing and facilitating role-based training for teams, leaders, SMEs, or cross-functional partners preferred.

• Experience building readiness plans, stakeholder engagement approaches, training strategies, adoption support plans, or post-launch reinforcement activities preferred.

• Experience supporting system implementations, workflow redesign, process documentation, SOP development, training coordination, adoption tracking, or operational stabilization preferred.

• Proficiency with Microsoft 365 collaboration tools including Teams, Planner, SharePoint, Outlook, Excel, PowerPoint, and related reporting or tracking tools preferred.

• Lean Six Sigma, process improvement, project management, operational excellence, or Prosci/ADKAR-related experience or certification preferred.

Success Measures

• Readiness Discipline — Major operational changes include readiness assessments, stakeholder impact reviews, training plans, and sustainment actions.

• Adoption Quality — Post-launch feedback shows teams understand what changed, how to perform the new process, and where to get support.

• Leader Enablement — Leaders receive clear talking points, reinforcement tools, and expectations before major changes are launched.

• Training Effectiveness — Training content is role-based, current, and aligned to approved processes and knowledge checks.

• SME Consistency — SMEs use standardized training materials and facilitation expectations.

• Sustainment — Post-implementation feedback, adoption issues, and lessons learned are captured and used to improve future changes.