Provider Network Director jobs in Rochester, NY

The Finger Lakes Performing Provider System (FLPPS) is a network of clinical and community-based providers working together across the 13-county Finger Lakes region to transform healthcare delivery, advance system transformation, close gaps in care, and support high-risk individuals and populations. FLPPS and our affiliated health home, the Greater Rochester Health Home Network (GRHHN) support providers in integrated healthcare delivery system optimization, care management, network and program management, population health and data analytics, and learning and development.

Position Summary

Working with the LMS Manager, the LMS Desk Support provides technical and project related support for both FLPPS and Partner agencies as it relates to training and LMS programs. The LMS Desk Support has a thorough understanding of the course and Instructor Led Training build process, assignments, report generation, user management process, and end user support.

The LMS Desk Support will be the key contact and support for day-to-day maintenance of the LMS system as it applies to FLPPS and its clients. The role will be focused on providing a highly professional and supportive face to the L&D business.

This role can be hybrid or remote, with in office attendance as requested.

Primary Responsibilities

· Manage daily activities within the LMS including course and user management and enrollments

· Triaging and addressing tickets including user support (login issues, password resets, etc.) and customer support (higher level user support, enrollments, course creation, etc.)

· Creating and updating job aids to document internal processes as well as tools for users

· Assist with review, testing, debugging and implementation of LMS updates and enhancements and overall quality assurance

· Provide technical and "how-to" support related to the LMS for both internal and external users

• Regular correspondence with partners via email
• Provide QA on courses built with authoring tools as requested

· Work with the LMS Manager to design, develop and implement training content based on learning/business objectives and instructional design methodologies that exemplify our organization’s culture

· Serve as the primary content management resource by maintaining FLPPS’s learning content

• Ensuring a positive customer experience in accordance with our SLAs for that agency

· Supports day-to-day activities of the LMS Manager

· Provide exceptional level of Customer Service and Support to internal and external customers

Additional Responsibilities

· GRHHN Ticketing System – Manages and assigns tickets

· Other duties as assigned – Provides support to other Teams as requested

· Navigate a highly collaborative environment with multiple external partners with different needs

Required Qualifications

· B.A or B.S. degree or higher and a minimum of one year of customer or partner support preferably in a non-profit or healthcare sector; or equivalent experience

· High level of familiarity with technology, high level of technical proficiency

· Advanced skills using MS Office, and experience using authoring tools (Storyline 360)

· Experience on LMS (ie, Docebo) or similar cloud based platform

· API experience preferred

· Customer oriented, with experience addressing and resolving customer needs

· Ticketing system experience

· Experience supporting complex projects to successful completion

· Demonstrated ability to manage multiple projects, milestones, and deadlines, including the ability to independently manage time and prioritize tasks

· Experience in analysis, design, development, implementation of learning programs highly preferred

· Self-starter with a willingness to learn

Competencies

· Ability to interact with external partners and staff (at all levels) in a fast-paced environment

· High degree of honesty, integrity, and openness; discretion with financial and other confidential information

· Results-oriented with a flexible approach

· Embraces organizational change with cooperation

· Highly organized and strong attention to detail with the ability to effectively manage own time

· Experience with remote workplace

· Excellent communication skills (written and verbal)

· Team player but can also work on own initiatives independently

· Strong knowledge and execution of customer service practices and principles

· Consistent demonstration of FLPPS Brand Values: Collaborative, Trusted, Results-Oriented, Strategic, and Adaptive

Essential Job Functions:

In support of the American with Disabilities Act (ADA), this job description lists those responsibilities and qualifications deemed essential to the position. This job description is a summary of the typical functions of the job, and additional responsibilities may be assigned as necessary.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, marital status, genetics, disability, age, veteran status, or any other legally protected status.

FLPPS is committed to providing service that is culturally and linguistically appropriate for our diverse partnerships. We work to ensure that our philosophy of cultural and linguistic diversity is embraced in all levels of our organization. Culturally competent services are required from both our employees and our partners.

Job Type: Full-time

Pay: $22.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• LMS & Training Systems: 1 year (Preferred)

Work Location: Hybrid remote in Rochester, NY 14614