Manager, EHR Customer Education & Enablement
11 days ago
New York
Job DescriptionDescription: Company Overview Collabrios delivers purpose-built software solutions that unify the entire care journey. By combining deep industry expertise with cutting-edge technology, we empower care providers to streamline operations while delivering exceptional care. From PACE programs to government agencies, our integrated technology infrastructure supports the full spectrum of care delivery. Job Overview The Manager, EHR Customer Education & Enablement leads the Learning Services team in delivering high-quality, customer-focused training for the PACE EHR and other Collabrios Health Platform solutions, along with associated TPA-supported workflows. This role also manages internal enablement programs, ensuring Collabrios Health employees across departments are equipped with the knowledge, skills, and confidence to support our customers and product lines effectively. As we expand our product portfolio, this position will play a key role in developing scalable training strategies and resources that span multiple systems, modules, and service offerings. The Manager is accountable for trainer performance, curriculum quality, measurable training outcomes, and alignment with both customer implementation timelines and internal readiness initiatives. This position requires 20–30% travel to support key customer go-lives, oversee training delivery, and facilitate internal enablement activities. Key Responsibilities Leadership & Team Development • Lead, coach, and mentor the EHR Systems Training team and internal enablement staff, fostering excellence in instructional delivery, product expertise, and engagement., • Conduct performance evaluations, set clear goals, and create development plans for team members., • Allocate resources effectively between external customer training and internal enablement priorities., • Oversee the design, development, and delivery of training programs for the PACE EHR and other Collabrios Health Platform products, covering the entire participant lifecycle and broader healthcare workflows:, • Participant Intake & Engagement – lead tracking, outreach, referrals, eligibility, and enrollment., • Care Coordination & Clinical Services – assessments, individualized care planning, IDT meetings, therapies, medication management, ancillary services (lab, imaging, dental, vision), and compliance documentation., • Scheduling & Transportation – participant/provider scheduling, route planning, and resource coordination., • Financial & Administrative Operations – capitation and claims management, billing, authorizations, vendor payments, and revenue cycle processes., • Operational Support & Documentation – document management, inventory/DME tracking, and secure messaging., • Integrations & Add-Ons – system interfaces, telehealth, participant/family portals, HIE connections, reporting, dashboards, and analytics., • Develop and execute onboarding programs for new hires across relevant departments., • Partner with department leaders to identify internal training needs, including product launch readiness and process changes., • Create and maintain a central repository of training resources, job aids, and recorded sessions for internal use., • Collaborate with Implementation, Project Management, and Customer Success teams to align training delivery with project timelines and milestones., • Assign trainers strategically based on expertise, availability, and project complexity., • Measure training effectiveness using adoption metrics, feedback, and performance outcomes., • Drive continuous improvement initiatives based on customer and internal stakeholder input., • Dual-Audience Leadership: Balances customer-facing training with internal staff enablement., • Strategic Vision: Aligns training programs with business growth, new product rollouts, and operational priorities., • Change Leadership: Guides teams and customers through new system launches and process transformations., • Cross-Functional Collaboration: Works effectively across product, operations, and customer success teams. Required: • 7+ years of experience in training delivery, with at least 3 years in a leadership or management role., • Proven success managing teams that deliver training for complex software systems, preferably in healthcare or EHR environments., • Broad expertise across clinical, operational, and financial workflows in healthcare., • Strong leadership, coaching, and performance management skills., • Experience designing and delivering training for both external customers and internal teams., • Excellent communication, facilitation, and stakeholder engagement abilities., • Experience with PACE programs or long-term care settings., • Familiarity with TPA functions and processes. At Collabrios Health, we’re committed to fostering a workplace that supports your well-being, growth, and ability to make a meaningful impact. Here’s what you can expect when you join our team: • A connected, virtual-first culture with a collaborative, mission-driven team, • Competitive health benefits, including medical, dental, and vision coverage, • 401(k) with company contribution, • Generous paid time off, including 15 PTO days, 2 floating holidays, and 6 sick days, • Flexibility and trust—we empower our team to manage their schedules and work in ways that support their lives, • Opportunities for learning, mentorship, and professional development Collabrios is an equal opportunity employer. We welcome candidates from all backgrounds, identities, and experiences. If you’re excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply anyway. You may be the right candidate for this or other roles. Requirements: