IT Training Manager

IT Training Manager

The IT Training Manager leads the development and delivery of enterprise training programs supporting Epic clinical and business applications and associated digital technologies. This role partners with clinical, operational, and technical stakeholders to drive user adoption, workflow optimization, training strategy, and organizational readiness across the healthcare enterprise.

The IT Training Manager leads the design, implementation, and continuous improvement of comprehensive training programs supporting Epic applications and associated digital technologies. This role oversees training strategy, user readiness, curriculum development, workflow optimization, and staff development while partnering with clinical informatics, application analysts, operational leaders, and project teams to ensure successful technology adoption across the organization.

Develops and Maintains Training Programs

• Design education programs tailored to clinical and non-clinical audiences
• Create training materials including manuals, e-learning modules, job aids, and quick reference guides
• Align training content with clinical workflows and application functionality
• Update training materials based on system enhancements, workflow changes, and user feedback
• Ensure training supports organizational standardization and optimization initiatives
• Manage project training requirements and scheduling of training resources
• Verify project training tasks are completed within established project timelines

Delivers Training and Onboarding

• Facilitate classroom, virtual, and hands-on training sessions
• Provide onboarding training for new hires across departments and roles
• Deliver individual and group training for new clinics, departments, and operational initiatives
• Deliver education supporting software updates and new Epic functionality
• Provide at-the-elbow support for providers, clinical staff, and non-clinical users
• Provide leadership in resolving training issues and operational challenges

Assigns Applications and Supports User Proficiency

• Determine appropriate application assignments based on user roles and workflow requirements
• Develop and maintain advanced knowledge of supported Epic applications
• Guide users through role-specific workflows and operational procedures
• Monitor user proficiency and application adoption
• Manage training requests, access questions, and user support needs
• Work closely with department managers to identify and document training requirements

Coordinates Training Logistics

• Schedule training sessions and manage training environments
• Coordinate logistics for educational events across multiple locations
• Track attendance, training completion, and competency records
• Ensure availability of required equipment, systems, and training resources
• Maintain training documentation and related administrative records

Analyzes Training and Workflow Effectiveness

• Review organizational activities and operational data to support planning and process improvement
• Assess curriculum effectiveness and recommend quality improvements
• Provide feedback supporting optimization of training environments and workflows
• Maintain an understanding of organizational policies, ambulatory operations, and business workflows
• Align education with Epic application functionality and organizational processes

Consults and Collaborates with Stakeholders

• Collaborate with Applications & Informatics teams, project managers, department leaders, and super users
• Ensure training content is standardized and aligned with organizational initiatives
• Lead optimization of operational workflows through on-site review and departmental support
• Promote efficient workflows that improve operational effectiveness, customer satisfaction, and quality outcomes
• Support strategic organizational goals through targeted training and workflow enhancements

Manages Direct Reports

• Provide full-cycle supervision for assigned training staff
• Conduct recruitment, onboarding, orientation, coaching, performance management, and employee development activities
• Establish performance expectations, monitor progress, and provide ongoing feedback and mentoring
• Complete performance evaluations and development plans in accordance with organizational policies
• Approve timecards, schedules, paid time off, and other routine personnel actions
• Address employee relations and performance concerns in partnership with Human Resources
• Promote employee engagement, accountability, and professional growth

Marginal or Periodic Functions

• Participate in go-live support and floor training during system implementations
• Assist with testing and rollout of new application functionality
• Support training activities for vendors and external partners
• Participate in change management and communication initiatives
• Participate in professional development and credentialing activities
• Adhere to internal controls and reporting structure
• Perform related duties as assigned

Knowledge, Skills, and Abilities

Technical Learning

• Quickly learn new Epic applications, healthcare technologies, and operational workflows
• Maintain current knowledge of Epic functionality and organizational technologies
• Apply technical knowledge to solve training and adoption challenges
• Share knowledge and best practices across the organization

Presentation Skills

• Deliver engaging classroom, virtual, and hands-on training sessions
• Present complex concepts in a clear and understandable manner
• Adapt presentation style to meet audience needs
• Maintain learner engagement across multiple learning environments

Interpersonal Savvy

• Build productive relationships with clinical staff, operational leaders, and stakeholders
• Navigate sensitive feedback professionally
• Collaborate effectively across departments
• Foster positive working relationships throughout the organization

Problem Solving

• Diagnose workflow gaps and identify training opportunities
• Troubleshoot application issues encountered during training
• Apply analytical thinking to improve educational effectiveness
• Use feedback to continuously improve curriculum and learning experiences

Customer Focus

• Prioritize the needs of clinical, operational, and business departments
• Design education that supports organizational workflows and technology adoption
• Respond promptly to training requests
• Follow up to ensure user success and satisfaction

Drive for Results

• Achieve organizational training, onboarding, and competency goals
• Monitor completion rates and educational effectiveness
• Meet curriculum development and project deadlines
• Support organizational performance through effective education, leadership, and workflow optimization

Required Qualifications

• Bachelor's degree in Business, Education, Health Informatics, Finance, or a related field
• Minimum of five years of experience in training, scheduling, revenue cycle operations, healthcare information technology, or a related healthcare environment
• Minimum of one year of experience supervising or managing staff
• Knowledge of healthcare workflows and information system applications supporting multi-specialty clinic operations, ambulatory surgery centers, research, and higher education
• Experience developing and delivering instructor-led, virtual, and hands-on training programs
• Experience managing training projects, schedules, and organizational learning initiatives
• Strong leadership, presentation, facilitation, and communication skills
• Prior experience in patient registration, revenue cycle, scheduling, and/or medical billing
• Ability to develop training materials, job aids, and instructional documentation
• Ability to manage multiple priorities while leading cross-functional initiatives

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Master's degree in Health Informatics, Instructional Design, Finance, Education, or a related field
• Minimum of three years of experience supporting Epic Revenue Cycle, Cadence, Prelude, Professional Billing, or related application training
• Experience with Epic applications
• Prior experience in patient registration, revenue cycle, scheduling, and/or medical billing
• Cross-credentialed in multiple Epic modules
• Experience leading healthcare technology implementations, workflow optimization, and organizational change initiatives