Operations - Director, Market Launch and Support

Nashville, TN, USA ‚óŹ Virtual Req #11599
Wednesday, May 29, 2024

Job Summary:


The Director of Operations Training Deployment and Support holds a critical role in supporting training deployment and support to bring all parts of orientation and training, operations, and clinical practice together into a systematic, cohesive, and effective learning deployment strategy that aligns with and supports the overarching Learning and Development strategy of ArchWell Health.  The incumbent will partner continuously with Enterprise Learning and Development and subject matter experts across ArchWell Health bringing an efficient and effective approach to training new and existing colleagues to excel in their roles.  As ArchWell Health grows, the roll-out of training deployment developed and managed by this leader will need to grow and transform with the organization remaining nimble, current, and engaging throughout the lifecycle of employees’ growth and development. 

This leader will also be continually innovating and transforming the training team to build skills and ability in the team.  In an ever-changing environment of learning and learning technology approaches, this leader will need to remain current and on the cutting edge of approaches to learning deployment to approach a geographically spread organization yet remain consistent and standard in what colleagues are learning.  This person has broad expertise in education and development, curriculum design and program planning, implementation, delivery, and evaluation. She/he has strong analytic, teaching, leadership, and management skills. The Director is responsible for planning, implementing, and evaluating the deployment of all operations education programs in alignment with enterprise L&D strategy and standards, The Director will integrate all education and development for the organization and ensure the delivery of optimal education and development programs across all areas of operations. The Director provides education and development consultation and support to all Markets reporting to the Vice President Market Enablement.



Departmental Leader

  • Establishes a culture of patient-centered care with ArchWell Health values at the foundation.
  • Interprets impact of broad scope organizational change for staff and develops change strategies for successful implementation.
  • Incorporates ArchWell Health’s vision, missions and values in goals and programs within area of responsibility.
  • Develops and manages departmental initiatives with measurable outcomes.
  • Formulates objectives, goals and strategies collaboratively with other stakeholders and direct reports.
  • Prepares and delivers reports to operational leadership and team colleagues outlining progress toward meeting annual goals and objectives, to include performance related to objectives of the organization.
  • Manage the portfolio for the team, ensuring training deployment is effective and maintained to meet operational needs, while developing a roadmap to continue to remain current and in alignment with industry trends.      

Resource Manager

  • Creates and maintains a satisfying workplace that fosters professional growth and job satisfaction to the greatest extent possible for all members of the healthcare team.
  • Interviews to select top talent, matching department needs with appropriate skill sets.
  • Develops and implements recruitment and retention strategies that support a culture of leadership.
  • Identifies and addresses own professional growth needs.
  • Assesses formal leader and staff development needs, identifies goals and provides resources.
  • Identifies lack of competency in performance and establishes a plan which includes goals, interventions and measures.
  • Maintains membership in professional organization(s) to develop knowledge and resources through networking, continuing education, and participation in national, regional, and/or local activities.
  • Ensures integration of ethical standards and core values into everyday work activities.
  • Plan, coordinate, assign and account for the work of the education, optimization and support staff.
  • Complete Performance Reviews for staff reporting to this position.  Periodically review and provide position description input.
  • Provide general assistance, consulting and direction to the education, optimization and support staff. 
  • Identify training needs of clinical and administrative colleagues and assist in review and development of training plans.
  • Ensure that adequate documentation and staff cross-training exists for backup consultation/support of all major deliverables provided under the responsibility of the education, optimization and support team.
  • Facilitate staff engagement and commitment to ArchWell Health and staff retention, including developing and implementing employee engagement action plans.
  • Work with Recruiting staff and education, optimization and support supervisory staff to fill vacancies with the best candidates for the position and the team as quickly as possible.
  • Responsible for conducting regular staff status meetings with supervised employees along with larger scale team meetings in order to share leadership and ArchWell Health enterprise updates.
  • Responsible for the promotion and management of performance expectations of employees based on departmental and organizational policies and procedures.
  • Ensure ArchWell Health and departmental policies and procedures are adopted and followed by staff.


Training Program Development

  • In partnership with Learning and Development, conduct learning needs assessment for ArchWell Health in areas of interest or opportunity based on performance, experience and other data available for analysis and partner with Learning and Development for collaborative action planning.
  • Participates in the development and implementation of overall institutional policies and procedures relating to the allocation of Department resources.  Collaborates and supports centralized and decentralized education, training, and onboarding deployment systems that facilitate staff involvement at the center, market and organization level.
  • Provide educational opportunities along with education content delivery tools to support the educational supervisor and team in the successful delivery of training content
  • Provide oversight to determining best approaches for coordination and delivery of end user optimization by working with the supervisor of the team to structure the processes
  • Responsible for the oversight of training materials, routine written communications, training environment development and maintenance, as well as coordination of training sessions across the enterprise
  • Lead and provide guidance to the support staff team in their direct and indirect interactions with employees for the ArchWell Health enterprise. Provide continuous analysis and change where appropriate on the model of support delivery that best meets the needs of the enterprise both from an end user perspective along with providing support to the application teams in delivering new functionality and in the maintenance of current content
  • Provide workflow and functionally based technical training as required.  Provide staff seminars on the function and capabilities of new products and technologies
  • Ensure the availability of consulting on the products supported by the area
  • Assist management in establishing educational direction, preparing and meeting strategic plans.
  • Ensure creation, development, coordination of and adherence to standard processes and, procedures and/or documentation of systems and services across the operational and eCW workflow domain. 
  • Advise instructional development content for various roles within the organization, including clinical and non-clinical staff, including electronic health records.
  • Collaborate with Learning and Development as well as subject matter experts to ensure training content is accurate, up-to-date, and aligned with industry standards and best practices.
  • Evaluate existing education programs and identify opportunities for enhancement or expansion to meet the evolving needs of the organization.
  • Establish change management process to support significant and rapid changes in operational workflows and approach as the company matures and grows.

 Onboarding Process

  • In partnership with Learning and Development, develop and oversee a comprehensive onboarding process for new employees in the department, ensuring a smooth transition into their roles.
  • Coordinate with department manager(s) to create onboarding schedules and ensure new hires in the department receive necessary training and resources.
  • Implement feedback mechanisms to assess the effectiveness of the training process and make continuous improvements in area of responsibility.

 Training Delivery

  • Develop a training delivery model that supports existing and expanding markets focused on operations standard work.
  • Provide support and guidance to trainers and educators involved in delivering training programs.
  • Following L&D standards, develop training to build capability in delivering engaging and interactive training sessions using a variety of instructional techniques and technologies, including e-learning platforms, simulations, and workshops.
  • Ensure team capacity to support training sessions on topics such as patient safety, compliance, clinical skills, and professional development balanced with operational standards and requirements.

 Performance Evaluation

  • Collaborate with Learning and Development to inform metrics and benchmarks to evaluate the effectiveness of training deployment initiatives.
  • Analyze data specific to training outcomes and performance metrics to identify areas for improvement and make data-driven recommendations.
  • Collaborate with HR and department leaders to address performance gaps and implement targeted interventions as needed.
  • Ensure that education and training programs comply with regulatory requirements and accreditation standards such as those set forth by Medicare or other local, regional, state or federal requirements.
  • Maintain documentation and records related to department activities. 

Customer Relationship Management

  • Understand business needs and processes for area of responsibility. Work with the appropriate leaders/team to ensure training deployment and educational materials support current and planned business needs
  • Monitor customer satisfaction with training execution and operational support. Identify opportunities and implement changes to drive service improvement.


Financial Management

  • Actively seeks opportunities to improve financial outcomes, engaging staff in the process.
  • Establishes annual financial goals and actively uses benchmarking to high performing systems in similar area of expertise to set annual targets.
  • Monitors and analyzes department spend and utilize information for decisions regarding FTE’s, staffing and operational budget. 
  • Establishes an annual operating and capital budget requests; collaborate with VP of Market Enablement in submission of full department requests in accordance with timely budget cycle.
  • Creates business plan(s), justifying variances and analyzing cost benefit of programs.
  • Directs and provides guidance to managers to effectively allocate resources based on member volume, colleague vacancy, space availability, budget constraints, and program priorities, goals and objectives.
  • Articulates to staff the budget and the context within the organizational financials.


Administrative Leadership

  • Contribute to the success of Archwell Health by providing leadership, direction and coordination of operations, finances and human resources for area of responsibility.
  • Manage and direct all activities within area of responsibility.
  • Continually assess all services, identify problems, and utilize data to analyze and propose innovative approaches for solutions.
  • Maintain records related to operations and services that are complete, accurate, available, and in compliance with all legal, regulatory, and policy requirements.
  • Engage staff and other stakeholders in continuous improvement of systems and processes; manages resources for staff participation in improvement work activities.
  • Ensures effective facilitation of improvement teams and development of leadership skills to ensure overall effectiveness of the meetings.
  • Organizes and prioritizes time and resources to manage efficiency.  Appropriately delegates.
  • Remains current of new trends and best practices and incorporates into department practices and programs.
  • Articulates and enforces standards for quality/safe patient care
  • Develops and implements innovative systems and processes that improve staff efficiency and engagement and patient care quality and safety
  • Demonstrates achievable and measurable results and develop action plans for improvement
  • Initiates, monitors and enforces compliance and regulatory requirements
  • Holds self and others accountable to policy, standards and commitments and provides timely follow through on questions and concerns.
  • Ensures development of department initiatives to improve patient experience and value based care outcomes.
  • Incorporates the use of evidence-based practice and appreciative inquiry into program development and improvement activities.
  • Actively listens to staff ideas and concerns, assesses others communication styles and adapts to them.
  • Effectively facilitates meetings at departmental and organizational level.
  • Creates bi-directional systems that effectively communicate information and data, utilizing multiple methods.
  • Articulates and presents data, information and ideas in a clear and concise manner.
  • Respectfully communicates opinions and ideas in a concise yet nonthreatening and nonjudgmental manner to staff, peers and others.
  • Respectfully communicates with physicians and market leaders, and senior administrators (as requested) to maintain coordination with other ArchWell Health programs.
  • Demonstrates empathy and concern while ensuring department goals are met.
  • Manages the complex interdepartmental and interdisciplinary relationships to assure collaboration and effective/efficient operations within Market Enablement.
  • Creates an environment that encourages diverse opinion, recognizes differences and incorporates into process and services.
  • Exhibits awareness of personal attitudes and beliefs, recognizing its effect on response to others.
  • Creates a culture and systems for recognizing and rewarding staff.
  • Define priorities and optimize the allocation of resources to align with organizational priorities   
  • Direct operations and work priorities in a manner that enables the team to be responsive to business needs both in a day-to-day operational mode while continuing to meet strategic business initiatives


Analysis and Capacity Planning

  • Ensure the development of detailed standards for educational deployment, optimization, and support of this department.
  • Conduct or direct staff to conduct evaluations for new or upgraded educational approaches or content as required
  • Ensure the monitoring of utilization data and make recommendations to better utilize resources to ensure optimum performance.  Ensure adequate resources are available to meet department plans.


Personal/Professional Development

  • Attend and participate in national industry-wide conferences as budget allows.
  • Attend and participate in regional conferences and seminars as budget allows.
  • Take advantage of departmental training opportunities outside the specific responsibilities of this position to expand understanding of AWH business and financial model.
  • Keep informed of management techniques.
  • Keep abreast of the state-of-the-art in learning deployment, adult education, and EMR education through professional literature and courses of study.


Required Skills/Abilities:


  • Demonstrated leadership and team-building skills particularly in a geographically spread organization.
  • Proven experience in developing and implementing education and onboarding programs, preferably in a healthcare setting.
  • Strong understanding and application of adult learning principles and instructional design methodologies.
  • Excellent communication and interpersonal skills, with the ability to effectively engage and motivate diverse groups of learners.
  • Demonstrated leadership abilities, including the ability to lead cross-functional teams and drive organizational change.
  • Familiarity with healthcare regulations, compliance requirements, and accreditation standards.
  • Proficiency in learning management systems (LMS) and other educational technologies.
  • Excellent communication, problem-solving and organizational abilities.
  • Ability to work independently and be result oriented.
  • Strong analytical skills to include the understanding and documentation of business/clinical processes and the ability to identify opportunities to improve processes through diverse methods of technology education.
  • Demonstrated effective communication with senior management, clinical, administrative, revenue cycle and operational customers, vendors, and others.
  • Ability to work well with people from different disciplines with varying degrees of technical and operational experience.
  • Ability to manage project implementation teams and individuals and monitors the deliverables of each team to ensure milestone and on-budget completion.
  • Demonstrated ability to mentor staff and assist them in attaining desired results based on individual goals and objectives.
  • Consultative approach to working with users in assessing needs and requirements.
  • Ability to manage multiple tasks with ease and efficiency.
  • Ability to effectively lead and manage change.


Education and Experience:

  • Bachelor's degree or equivalent experience; master’s degree preferred.
  • 7-10 years of learning program development and delivery, with a minimum of the last 5 years in healthcare setting required.
  • Three to five years supervisory or management experience required
  • Certification in Adult Learning, Learning and Development Technologies, and/or Learning Development Program Design, preferred.
  • Embodies and serves as a role model of ArchWell Health’s Values:
    • Be compassionate
    • Strive for excellence
    • Earn trust
    • Show respect
    • Stay resilient
    • Always do the right thing


About ArchWell Health:


At ArchWell Health, we’re creating a community of caring designed to help our members stay healthy and engaged. By focusing on a strong provider-patient relationship, routine wellness, and staying active, our members enjoy a higher level of care and better quality of life after the age of 60. Everything we do is for seniors. We believe seniors should be heard, listened to, and given ample time by their physicians to live well later in life.

Our value-based care model is designed to prevent illnesses while keeping members healthy and happy in every aspect of their life. We deliver best-in-class primary care at comfortable, accessible neighborhood centers where older adults can feel at home and become part of a vibrant, wellness-focused community. We’re passionate about caring for older adults and united by the belief that caring has the power to change everything for our members.



ArchWell Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classification.

Other details

  • Job Family Operations
  • Pay Type Salary