Health Services Training Manager

Planned Parenthood of Central and Western New York (PPCWNY) protects and provides health care and education that empowers individuals and families. With respect. Without judgment. No matter what.

In support of PPCWNY’s mission, the Health Services Training Manager provides direct leadership to the Health Services training department to build and sustain a highly functional, accountable learning environment that equips adult learners to deliver safe, high-quality, patient-centered care. This role leads training strategy, onboarding, coaching, and workflow adoption across departments to support optimization of the Epic electronic health record (EHR) and other operational priorities. The Health Services Training Manager collaborates with the Director of Clinical Services, Chief Medical Officer, Revenue Cycle leaders, and operational partners to update policies, procedures, and training practices; establish clear performance expectations; monitor learning outcomes; and reinforce continuous improvement. The Health Services Training Manager champions the Just Culture Model to foster psychological safety, role clarity, shared accountability, and consistent follow-through in support of staff development and operational excellence.

Essential Functions

Team Management

• Manages Training Team staff and activities, including hiring and training. 
• Leads the Training Team in cultivating a highly functional, accountable learning culture that fosters trust, role clarity, continuous feedback, and measurable performance in support of health center goals and objectives. Partners with staff to develop and maintain team-based plans, reinforces clear expectations, and holds team members accountable to defined service, quality, and learning standards.
• Maintains an innovative perspective and approach to implementing an effective training program. 
• Supports and leads team through changes in the business. 
• Reinforces a patient-centered service model by mentoring staff and setting an example by creating an environment that stresses responsive service delivery.
• Anticipates customer needs and assures all staff maintain customer service standards. Responds to customers in a courteous and timely manner. 
• Promotes a safe and inclusive environment in the office and in clinic, promoting the appreciation of all forms of diversity. 
• Creates and sustains a culture of learning, accountability, and adaptability by providing training and development support to teams delivering evidence-based, high-quality care and an exceptional patient experience.
• Assists and supports the Health Services team with implementation and training of new processes, initiatives and EHR upgrades
• Facilitates new staff onboarding, managing the business and administrative functions of the Training Team 
• Practices fiscal responsibility and accountability for Training Team expenses. 

Training and Project Management

• Facilitates the development of written training materials and procedural guides for health center operations and EHR practices; works with Health Services Leadership, including Director of Clinical Services and Chief Medical Officer to organize and update written materials. 
• Develops instructor-led and online course materials (instructor and user guides) for new staff onboarding and routine staff training.
• Servs as a leader across the affiliate; facilitates process improvements to create effective systems, ensuring health center staff are trained and in compliance with regulatory and quality standards
• Functions in the role of Project Manager on initiatives and work groups as assigned through Health Services. Develops curriculums, prepares relevant training materials and produces high quality visual and print materials (manuals and teaching aids) for training
• Coordinates and oversees training components of implementation projects and initiatives with Health Services. 
• Provides ongoing training, staff development, and structured learning forums to ensure staff understand and consistently apply new and revised PPCWNY and Epic policies, procedures, and workflows.
• Uses ongoing observation, coaching, and timely feedback to identify and address performance and training gaps. In consultation with Human Resources and Health Center Managers, supports performance improvement and individualized training plans to strengthen accountability and competency.
• Manages training and orientation schedules in collaboration with the Health Center Manager Team. 
• Identifies training and development needs by analyzing health center operations, job requirements, operational issues, plans and forecasts, and current training programs; works with individual managers and employees to identify learning requirements and deficits; designs individual training plans and provides coaching to improve performance.

EHR Workflows and Updates 

• Completes Epic training to gain a good working knowledge of the Epic system
• Reviews Epic upgrade documentation when published. Prepares summaries of changes and facilitates workflow modifications with the user departments. 
• Ensures policies and procedures are updated timely as they relate to Epic practices.
• Evaluates Epic workflow needs from end users. Enters and monitors Better Health tickets related to Health Center Operations for resolution and communicates outcomes to health center team members.
• Assists staff with maintaining health center flow, performing various staff functions as needed where licensure is not required (e.g. working at the front desk, as clinical support for intaking patients, quality assurance, stocking and cleaning rooms, etc.) at least one shift per month to maintain an understanding of health center flow and stakeholder needs from a training and development perspective.
• Spends time at all clinical sites to oversee precepting support staff and to provide clinical and EHR skills observation; works to ensure that policies & procedures relevant to health center staff have been understood, implemented and optimized; identifies and follows up on inconsistencies with medical protocol.
• Analyzes, prepares and submits all necessary reports and ensures that these reports are done accurately and in a timely manner. Submits additional reports as requested and meets deadlines. 

Other Accountability Activities

• Attends all required meetings, including quarterly CQRM and Epic Community and Migration meetings
• Regularly checks and responds to email and Teams communications
• Works to advance all the medical services provided at PPCWNY health centers including family planning, reproductive health services, abortion services, contraceptive services, and transgender care. 
• Performs other duties as assigned
• Shows respect to all internal and external customers for differences in backgrounds, lifestyles, viewpoints and needs