The Role

Grand Rounds is transforming the way Americans navigate healthcare. We are giving our members access to a single, integrated platform to receive support for any and all healthcare related issues. The Director of Training & Knowledge Management will play a strategically critical role in scaling our operations by ensuring that our front line clinical and non-clinical teams have the knowledge, skills, and training needed to maximize their impact and deliver outstanding support. This senior leader will be responsible for building out our training and knowledge management teams and developing/executing a best-in-industry training and knowledge management strategy for Grand Round’s clinical and non-clinical front line teams. 

Responsibilities

• Lead our training and knowledge management team to support service excellence across all Grand Rounds products and services
• Develop vision, strategy and operating structure (people, process and technology) for the Training Knowledge Management function. Refine Roles and Responsibilities, hire talent accordingly, train, coach and mentor your team and help them grow their skills and careers. Own the management of the LMS, both from an administration and content perspectives
• Partner with internal leaders of the patient care team (clinical and non-clinical) to identify training, knowledge, and process gaps to upskill our member facing teams
• Partner with our quality team to align quality goals and and training/knowledge priorities 
• Provide the business with meaningful metrics and insights about training and knowledge management performance against clear objectives spanning productivity, service quality, employee engagement, workflow efficiency
• Collaborate with internal and external customers to develop training materials and training processes to ensure that new hires successfully transition from training to production and continue to build additional competence over time.
• Manage team of high performing instructional designers and knowledge management professionals - Interview, select, train and develop staff. Provide feedback and mentoring related to writing, communication, collaboration, presentation, and driving defined corporate metrics.
• Research emerging technologies to create a fully digitized learning and knowledge experience and partner with engineering, product, design teams to implement technology infrastructure and tools.

Who You Are

• You are a systems and process oriented thinker who strives for excellence through world class training and knowledge enablement
• You are a proven leader – Successful collaboration across all departments and levels of management; able to quickly shift focus to meet business needs; ability to balance multiple responsibilities with a high level of quality.
• You have a high level of expertise in all aspects of instructional design: Instructor Led training; eLearning and use of technology – storyboarding, video, web based, multi-media; Assessments – Tests and quizzes
• You can see the big picture while being able to zoom in with detailed analysis
• You have excellent communication skills and can work cross-functionally with executives, management, and front-line team members

Requirements

• At least 10+ years of experience managing a training and knowledge management program
• Relevant experience in healthcare, financial services, hospitality, or other high complexity, high frequency customer service environments
• Passion for mentoring and coaching of employee(s) to ensure personal/team growth and achievement of company goals or objectives
• Experience or interest in working with remote distributed teams, including working across time zones

This position is a remote, work from home role that can be located anywhere in the U.S.

About us:

Grand Rounds is a tech-driven healthcare company dedicated to raising the standard of healthcare for everyone, everywhere. By harnessing the power of technology, we connect nearly 6 million members to top-rated doctors and data-driven insights to make better informed healthcare decisions. Driven by premier thought leaders in patient care, technology, and business since 2011, our team of 900+ proudly serves Walmart, Costco, Salesforce, and over 140 of America’s top employers as a free employee benefit. Chosen as a 2019 Best Place to Work by Glassdoor and a 2020 UCSF Digital Health Award winner for Employer Wellness, Grand Rounds thrives at the forefront of technology-driven healthcare innovation. Learn more at https://grandrounds.com/

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Grand Rounds is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Grand Rounds considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.