Service And Training Manager Jobs in Decatur, GA

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The Epic Training Manager supports Emory Healthcare's growth strategy by leading training and readiness efforts for newly acquired hospitals. This role is responsible for planning, coordinating, and executing Epic-related training programs to ensure successful onboarding, go-live readiness, and post-live adoption for new organizations and staff. This position partners closely with Digital Academy leadership, informatics, operations, and IT teams to align job roles, staff data, and training resources with Epic training tracks. The Training Manager serves as a key coordinator across Epic U administration, onboarding logistics, Super User programs, and support readiness to deliver consistent, scalable, and high-quality training outcomes across acquisitions.  This position will be required to attend occasional onsite meetings, i.e. go live readiness meetings, walk through's of training rooms, implementation meetings, etc..

RESPONSIBILITIES:

Training Strategy and Coordination:

• Coordinate Epic training activities for newly acquired hospitals, including Epic Foundation training and client-hosted training models. Conduct discovery of job roles, staffing structures, and system data to align with role-based Epic training assignments.
• Develop and maintain onboarding schedules, training timelines, and readiness plans to support go-live success.

Onboarding and LMS Administration:

• Manage onboarding processes including training registration, scheduling, and training track adjustments. Administer learning management systems (LMS) and Epic training platforms, including assignments, imports, and reporting.
• Analyze and interpret training data and reports to monitor completion, readiness, and training effectiveness.

Super User and At-the-Elbow (ATE) Support Coordination:

• Develop, deploy, and manage Super User programs to support training, go-live, and post-live adoption.
• Coordinate At-the-Elbow (ATE) support efforts in collaboration with training and operational teams.
• Ensure adequate staffing, coverage, and alignment of support resources during implementation phases.

Support Readiness and Go-Live Coordination:

• Assess current support models and coordinate planning for post-live support structures.
• Align communication tools, telephony systems, and service desk readiness for go-live and command center operations.
• Support planning and execution of post-live stabilization activities and transition to steady-state operations.

Collaboration, Communication, and Continuous Improvement:

• Partner with cross-functional teams including informatics, operations, IT, and support services to ensure alignment and execution.
• Support performance improvement initiatives and participate in data collection for training and operational metrics.
• Build strong relationships with stakeholders to drive adoption, resolve issues, and improve training outcomes.

MINIMUM QUALIFICATIONS:

• Education - Bachelor's degree in Business Administration, Information Technology, Education, or a related field
• Experience - Minimum of 4 years of experience in training coordination, healthcare operations, or related field
• Knowledge, Skills & Abilities (Required):
  • Knowledge of learning management systems (LMS) and training administration processes
  • Experience coordinating training programs, schedules, and logistics in complex environments
  • Ability to manage multiple priorities in fast-paced, deadline-driven settings
  • Strong organizational, analytical, and problem-solving skills
  • Effective communication and collaboration skills across cross-functional teams
  • Proficiency in Microsoft Office and data reporting tools
  • Ability to interpret training data and adjust strategies to improve outcomes

Preferred Qualifications:

• Education - Master's degree in Business Administration, Information Technology, Education, or related field
• Experience - 6+ years of experience in training coordination, healthcare operations, or related field
• Certification - Epic Credentialed Trainer, Principal Trainer (ELL), or equivalent training certification preferred
• Knowledge, Skills & Abilities (Preferred):
  • Experience with Epic training platforms (e.g., Epic U)
  • Experience supporting hospital acquisitions or Epic implementations
  • Experience with reporting in Epic Pulse
  • Experience supporting go-live and post-live stabilization efforts
  • Knowledge of healthcare workflows and clinical operations

Physical Requirements: Up to 25 lbs., 0-33% of the workday (occasionally); lifting and carrying objects up to 25 lbs.; occasional standing and walking; occasional sitting; close eye work (computers, typing, reading, writing). Physical demands may vary depending on assigned work area and tasks.

Environmental Factors: Work is performed in a hybrid environment, splitting time between remote and on-site locations. May require occasional travel to support hospital acquisitions, training sessions, and go-live activities. Work involves collaboration across multiple departments and time-sensitive project environments.

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare's Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.