Training And Security Coordinator

The Opportunity

At Mass General Brigham Digital, we pride ourselves on creating maximum strategic, clinical, and operational value from established and emergent technologies for our patients, care teams, researchers, and employees. Digital technology will not only enhance the equity and efficiency of healthcare delivery but also help make medicine more personalized and precise.

We recognize that increasing value and continually improving quality while maintaining an inclusive focus is essential to organizational excellence, and we invite you to join us on this journey. The work we do in Digital is a strategic imperative, and there is a strong and growing understanding of how together we will transform Mass General Brigham in innovative and impactful ways.

Reporting to the Manager, Training & Security within Digital Solutions Delivery Training and Communications, Training Operations Team, the Training and Security Analyst provides administrative support to ensure the efficient operation of Epic and other digital solutions training programs for Mass General Brigham.

Training & Security Analyst works closely with Solutions Delivery Training & Communication senior leadership team, Site Training Managers, Operational Managers, and Digital Users & Security to assign Epic training and provide security access via appropriate job roles/functions for Epic.

Responsibilities:

• Manage class schedules, trainer assignments, and training room procurement and setup in HealthStream.

• Work the Training ServiceNow queue, responding promptly and within SLAs and following through to complete any open tasks.

• Processes new hire training requests by working Epic Request Management dashboards to validate the selection of appropriate roles, registering users in the Learning Management System, sending confirmation emails to Managers, and processing the request through the various phases of the Epic request system queues.

• Assist in the day-to-day operations related to HealthStream, our learning management system (LMS) class build and reporting. Stay up-to-date on new products and changes to the LMS and work directly with the HealthStream team and Human Resources as needed. Regularly review roles and ensure they are applied appropriately and efficiently.

• Provide logistical support to Epic Credentialed Trainers training end-users who need help troubleshooting access issues in real-time.

• Review and act upon various reports, e.g., completion gaps report, daily schedule, and dashboard. Provide support to credentialed trainers as needed.

• Update team-based master calendar(s) with training classes, rooms/Teams links and trainer assignments.

• Produces Excel reports on training data, class information, monthly statistics, and other ad hoc reports as required.

• Manages training Service Now queue and centralized training mailbox(es), responding timely and within SLAs to all emails and ensuring follow-up to completion.

• Support project work and participate in process improvement, such as workflow standardization, process alignment, and backup coverage planning and execution.

• Perform follow-up with Managers for any training no-shows and late arrivals to coordinate rescheduling in future classes.

• Establish and cultivate relationships with internal staff and key contacts. Serve as a resource for both internal and external customers.

• Support training and security needs for other Digital solutions as needed (i.e., DMO)

Qualifications

• Bachelor's degree, preferably in communication, business, education or related field

• 3 years of experience providing general administrative support, preferably on a training team

• Experience in a complex healthcare setting preferred

• Epic experience, preferred

Skills/Abilities

• Strong interpersonal and communication skills, both written and verbal

• Ability to present to and interreact with all levels of staff, from line staff to senior leadership

• Excellent organizational skills and attention to detail, manage multiple tasks and projects, meet deadlines, follow through, and manage to schedule.

• Quick learner open to new workflows and technology

• Strong collaboration and team-building skills

• High degree of initiative along with the ability to act as a team player

• Uses logic and a mixture of analysis, experience, and judgment to make sound decisions when faced with problems/barriers to moving projects forward

• Ability to effectively cope with change, remain flexible and adaptable within a fast-paced environment with rapidly changing requirements, and ability to negotiate situations when the big picture is not clearly defined

• Knowledge of Microsoft Office 365 and other popular office productivity solutions

• Strong customer service skills

• Team player and effective individual contributor

• Proficiency in Microsoft Office suite (Excel, Word, Access, PowerPoint, Outlook) required

• General office and phone skills