Training Specialist II

Site: Mass General Brigham Incorporated Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. Job Summary Responsible for designing, developing, implementing, and evaluating training programs to enhance the skills and knowledge of employees within an organization. Essential Functions -Conduct training needs assessments to identify skill gaps and determine training requirements for different employee roles and levels. -Design and develop engaging and interactive training programs, including instructor-led sessions, e-learning modules, job aids, and other training resources. -Collaborate with subject matter experts to gather content, ensure accuracy, and incorporate industry best practices into training materials. -Deliver training sessions to employees using various methods such as classroom instruction, virtual sessions, workshops, and on-the-job training. -Facilitate engaging and interactive training activities, discussions, and exercises to promote effective learning and skills transfer. -Provide coaching and feedback to learners, addressing questions and clarifying concepts to support their understanding and application of training content. This fully remote role is well-suited for a highly collaborative, service-oriented training professional who can translate contact center workflows, quality trends, and operational priorities into effective virtual learning experiences for new and existing Enterprise Contact Center employees. - Develop, update, and maintain training curriculum, job aids, quick reference guides, participant materials, SOPs, SOP database content, and other learning resources that support accurate local and central scheduling, customer service excellence, and consistent use of contact center systems and workflows. - Deliver engaging virtual classroom and remote one-on-one training for new hires and existing staff, including onboarding, refresher training, procedural updates, customer service skills, system navigation, workflow changes, and remote learner support. - Use quality assurance findings, productivity data, scheduling trends, practice-reported issues, and staff feedback to identify skill gaps and recommend targeted education, coaching, or process improvement opportunities. - Review, revise, and maintain standard operating procedures and the SOP database in partnership with Quality Assurance and cohort leadership to ensure content remains current, accurate, accessible, and aligned with operational standards. - Evaluate and support cohort training programs by reviewing training needs, learner outcomes, workflow changes, and opportunities to strengthen consistency across teams. - Partner with clients, operational stakeholders, and subject matter experts, as appropriate, to develop content, training materials, curriculum, and delivery plans that support accurate local and central scheduling workflows. - Partner closely with operational leaders, supervisors, subject matter experts, and cross-functional teams to ensure training content reflects current standards, policies, procedures, technology, and service expectations. - Support competency development by creating assessments, tracking training effectiveness, gathering learner and leader feedback, and escalating performance or quality concerns to the appropriate supervisor or manager. - Maintain training schedules, documentation, knowledge management resources, and training logistics while supporting new program launches, workflow revisions, and ongoing departmental initiatives with an educational component. - Bring strong facilitation, communication, organization, writing, editing, analytical thinking, and relationship-building skills, with the ability to adapt content for different learning styles in a fast-paced healthcare contact center environment. - Create a structured, interactive, and supportive remote training environment that promotes engagement, accountability, and skill transfer for employees who are learning and performing their roles from home-based workstations. Qualifications Education Bachelor's Degree in a related field of Study required Can this role accept experience in lieu of a degree? No Experience Experience in training and development. 2-3 years required Knowledge, Skills, and Abilities - Experience with developing and delivering training programs. - Experience working with employers to identify training needs. - Excellent communication and interpersonal skills. - Ability to work independently and as part of a team. - Ability to work under pressure. Additional Job Details (if applicable) • M-F 8:00 AM - 5:30 PM EST hours required for remote role. •A quiet, secure, stable, HIPPA-compliant workstation is required. Remote Type Remote Work Location 399 Revolution Drive Scheduled Weekly Hours 40 Employee Type Regular Work Shift Day (United States of America) Pay Range $63,648.00 - $92,570.40/Annual Grade 6 At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package. EEO Statement: 0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642. Mass General Brigham Competency Framework At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.