• Own and manage core operational workflows supporting Talent Development programs • Manage enrollment, participant tracking, communications, and documentation across multiple initiatives • Maintain and update systems related to career paths, learning records, and program tracking • Support the documentation, version control, and system updates for leveling guides and career path frameworks • Develop and manage communications templates and standardized assets for program launches and updates • Ensure operational readiness for program delivery • Provide onsite support for in-person learning programs • Support the project management of Talent Development initiatives using tools such as Asana and Slack • Identify risks, gaps, or delays and proactively escalate or propose solutions

• Design, develop, and deliver training curricula using a variety of instructional methods and media. • Partner with subject matter experts to assess training needs and define clear learning objectives. • Develop engaging learning activities, exercises, and supporting materials (e.g., audio, video, simulations, role plays). • Create design documents, content outlines, and instructional materials aligned to learning goals. • Establish evaluation criteria and develop assessment tools to measure learner performance and training effectiveness. • Facilitate new hire and ongoing training programs, with a focus on customer service, product knowledge, and system navigation. • Monitor learner progress and provide recommendations to management on training effectiveness and enhancement opportunities. • Deliver refresher and advanced training to reinforce and expand associate capabilities. • Advise leaders on instructional design best practices and training strategies. • Review and continuously improve existing training programs and processes to ensure effectiveness and relevance. • Coordinate training schedules and logistics for course delivery. • Evaluate and provide input on external training programs, tools, and systems under consideration.

Job DetailsLevel: EntryJob Location: Center City 833 Chestnut - Philadelphia, PA 19107Position Type: Full TimeEducation Level: High SchoolSalary Range: $18.00 - $22.00Travel Percentage: NoneJob Shift: Day ShiftJob Category: Customer ServiceDue to the high volume of applicants for this position, we are not able to provide individual updates on applications. We will contact you directly if your application is selected for an interview. We appreciate your patience and understanding. Job Summary: The Patient Access Coordinator is a remote position that handles all incoming telephone calls efficiently, and in a timely manner. This individual is responsible for triaging calls throughout the organization. If you are qualified for and interested in this role, please apply. Key Accountabilities: Number of calls per day, average handle time, schedule adherence, quality, and abandon rate. Essential Duties: Answer inbound calls in a fast paced environment. Acts as the first point of contact for patients needing assistance. Creates patient record, triages the call, and sends messages or schedules based on the needs of the patient. Demonstrates professionalism and patience when handling calls. Maintains department productivity levels for customer satisfaction. This includes meeting or exceeding monthly scorecard expectations. Escalates calls to Supervisor or other departments as necessary. Answers questions regarding patient appointments. Performs other duties and assists on additional lines as assigned by manager. Adheres to established policies, procedures, and scripting to consistently achieve call-time and quality standards. Exemplifies the desired culture and philosophies of the organization. Qualifications: High School diploma or GED minimum education requirement Must have 1+ years of high-volume call center experience Intermediate computer skills required Medical terminology knowledge highly preferred, though healthcare experience not required Reliable, high-speed internet access and Wi-Fi connection required Location: fully remote, but candidates must reside in DE, FL, GA, MD, NC, NJ, PA, SC, or TX Pay Range: $18.00/hr - $22.00/hr Our Commitment to Employees: Come work at Rothman Orthopaedics! Our employees are our single greatest asset, as such, we strive to provide a professional, nurturing environment where every member of our team can make a meaningful difference in the lives of others. This commitment to our employees has earned us the distinction as a Top Workplace in Philadelphia by the Philadelphia Inquirer year after year. Our employees enjoy competitive pay, comprehensive health and dental benefits, tuition reimbursement, paid time off, and retirement savings plans. Rothman Orthopaedics is an Equal Opportunity employer committed to providing opportunities to all qualified applicants without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. We value developing an inclusive and equitable environment that strengthens our organization and allows us to better attract and retain a diverse workforce that is representative of our patients and our community. We model our values by creating and enacting practices that encourage participation from all backgrounds, perspectives, and experiences. Remote Employment Policy: If you are being hired into a remote-eligible position, please be aware that Rothman Orthopaedics is only registered to support remote employment in a limited number of states. If you relocate to a new state and Rothman Orthopaedics is not registered in that state, you may no longer be eligible for a remote position and continued employment with Rothman Orthopaedics. Please contact HR for any questions or a list of states where remote employment may be authorized.Qualifications

Overview The Technical Support Training Manager 3 designs develops and delivers training programs that build the technical procedural and customer‑service capabilities of global Technical Support employees. The position ensures new hires and existing team members gain the knowledge and skills required to support Hyland products effectively through structured onboarding and ongoing Responsibilities - Develop and deliver new‑hire training programs by creating structured onboarding curricula coordinating scheduling and facilitating virtual and in‑person sessions to ensure Technical Support employees develop foundational technical and customer‑service skills. - Facilitate ongoing training sessions by maintaining and updating content for technical modules best practices and process changes to keep Support team members aligned with current product functionality and support standards. - Train employees on customer‑contact handling by demonstrating call‑troubleshooting techniques documentation expectations customer‑service practices and proper use of internal tools to improve service quality and case accuracy. - Serve as the Technical Support training subject-matter expert by maintaining up‑to‑date knowledge of Hyland products and processes and by partnering with product-specific SMEs to ensure training materials reflect the most current information. - Collaborate with instructional designers product managers and Education Services by reviewing materials and aligning updates to ensure accuracy consistency and effective knowledge transfer across training deliverables. - Analyze training effectiveness by reviewing customer detractor trends performance data and feedback to identify opportunities for improvement and recommend enhancements to training programs. - Identify skill gaps in new‑hire classes by monitoring progress assessing knowledge retention and partnering with Technical Support leadership to adjust future training plans and improve readiness. - Design and modify training curricula by incorporating product updates process changes and learner feedback to ensure training remains relevant engaging and effective. - Deliver in‑person training sessions by traveling to designated locations (up to 50%) to support global learners and ensure consistent training experiences. - Mentor coach train and provide feedback to other team members; may provide feedback to leadership on technical abilities of team. - Document and maintain training resources by organizing materials within approved systems and updating content regularly to ensure accessibility and standardization across teams. - Support additional learning and development initiatives by assisting with project-based work specialized workshops and cross-functional training efforts to strengthen overall Technical Support capability. Basic Qualifications - Bachelor's degree or equivalent experience - 8+ years of professional experience including 3+ years delivering training or equivalent Hyland experience. - Strong verbal and written communication skills with the ability to facilitate professional learner-centered training sessions - Microsoft Windows and Office proficient - Strong oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact - Strong organizational multi-tasking and time management skills - Strong collaboration skills applied successfully within team as well as with all levels of employees in other areas - Strong Microsoft Excel skills - Strong leadership sound judgement and business acumen skills - Strong facilitation and project management skill - Strong interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department - Strong data gathering interviewing and analytical/problem solving skills - Strong critical thinking and problem solving skills - Strong abilty to use original thinking to translate goals into the implementation of new ideas and design solutions - Self-motivated with the ability to manage projects to completion with minimal oversight - Able to thrive in a fast paced deadline driven environment - Strong attention to detail - Demonstrated ability to influence motivate and mobilize team members and business partners - Strong ability to develop and use engaging informative and compelling presentation methodologies - Strong ability to handle sensitive information with discretion and tact - Strong ability to establish rapport and gain the trust of others; effective at gaining consensus - Ability to work independently and in a team environment - Ability to coach mentor and provide feedback to team members in a timely manner - Demonstrated ability to coach teach and simplify complex technical concepts. - Ability to build collaborative positive working relationships across teams. - Strong organizational skills with the ability to manage multiple deadlines and meet defined objectives. - Ability to quickly research learn and communicate unfamiliar technical information. - Demonstrated critical‑thinking skills with ability to analyze processes and propose improvements. - Flexibility and adaptability in a dynamic evolving environment. - Strong knowledge of systems administration - Strong knowledge of operating systems such as or - Strong knowledge of Linux Operating systems - Strong knowledge of Microsoft Operating systems and products - Strong knowledge of Unix Operating systems - Up to 50% travel time required