Florence Healthcare Looking for Training & Documentation Specialist – Customer Sucess at Atlanta, GA  Full Time

What You’ll Bring to The Team:

At Florence, we’re passionate about making it easy for our customers to contribute to research and find cures. As a Knowledge Management and Process Adherence Associate, you fill a critical position responsible for supporting Florence employee and customer training initiatives. Reporting to the Knowledge Management vertical you will work closely with the NEST(Nurture, Empower, Support and Transform) team to ensure training and continuing education are delivered for all Florence products and ensure documentation is available. You will also provide redundancy for process adherence QA and assist in delivering training to the NEST team for QA remediation, new hire onboarding, continuing education, and certification training. The training you will assist in creating and executing can include live sessions, LMS-based courses, videos, written materials for certifications, quizzes, exams, and more.

To be successful you must be a creative problem solver with keen attention to detail, and effectively communicate with the team members you are training, regardless of their level or learning style. The successful candidate will collaborate efficiently and effectively with the current Knowledge Management team to influence the training roadmap for new or enhanced training offerings, assist in identifying and solving member knowledge gaps, and develop new curriculums. Willingness to gain an SME level of understanding of Florence products is required.

You will:

• Create and update training materials for internal team members, assist with external training development, and perform continuing education training
• Collaborate with each department to aid the development of high-quality, intuitive training materials and offer needs-based solutions
• Author high-quality training documentation and training guides
• Educate internal teams on Florence products through documentation, CBT, and live training sessions
• Assist in defining and prioritizing the Florence training vision & roadmap
• Use your product knowledge to provide redundancy in Quality Assurance by measuring NEST customer interactions through weekly checks
• Use your product knowledge to provide redundancy in customer and internal audits
• Assist in building robust documentation and resource repositories
• Assist in updating and authoring new policy and procedure documentation
• Assist in updating and maintaining the Florence Help Desk to ensure information accuracy and completeness are maintained with each product release

An Ideal Candidate Has:

• 3+ years’ experience writing training guides and articles for trainers and trainees
• 3+ years of adult learning and training experience
• 3+ years of experience designing adult learning curriculums
• 2+ years of experience completing individual and team quality assurance and process adherence audits.
• 2+ years creating and maintaining reports regarding team and individual quality audit results and remediation actions within a QA software
• 2+ years of experience working in a contact center or customer support environment
• Skilled in using LMS systems and other learning platforms
• Experience in obtaining and synthesizing feedback, assessing needs, and integrating these into a cohesive training design
• Ability to understand and communicate learning requirements, preferences, and limitations
• Excellent communication skills: written, verbal, and formal presentation
• Excellent time-management skills to work in a fast-paced start-up environment

We’ll Be Extra Excited If You Have:

• 5+ years of experience in a fast-paced organization performing in a Training Specialist role in the software as a service solution environment
• B.S. degree in Adult Learning or similar
• Healthcare information technology experience is a plus
• Experience with federal regulatory requirements, including 21 CFR Part 11 and HIPAA regulations is a plus