Service Training Manager

The Training Manager, Service is responsible for supporting the Coloplast and Comfort Medical service organization through training program development, management, and delivery to improve the clinician and patient experience.

Major Areas of Accountability

• Design, develop, coordinate, implement, facilitate, and evaluate curricula, content, and training programs for newly hired and existing employees, including onboarding, continuous learning, new product launches, and development days.
• Manage and deliver training programs for all service teams.
• Depending on the specific role or department requirements, provide training programs that may include, but are not limited to: DME and US healthcare acumen, market awareness, clinical knowledge, customer knowledge, product knowledge, competitor differentiation, coverage/reimbursement requirements, revenue cycle management processes and requirements, systems utilization, quality and credentialing requirements, sales and communication skills, soft skills, business acumen, role-specific processes and operations.
• Deploy best-in-class and innovative training methods that combine in-person, virtual, online, synchronous and asynchronous, group based, 1-1, practical, and assessment-based formats to ensure a dynamic and results-driven approach.
• Coordinate training logistics, including but not limited to organizing, planning, and scheduling training events and classes, and managing training resources in a centralized location.
• Collaborate and partner with service SMEs, Leadership, Marketing, People and Culture, Quality Assurance, Compliance, Sales Training, Learning & Development, and global training colleagues to determine training needs, develop and assess training curriculum, leverage existing global training content, determine delivery approaches, and assess overall training effectiveness.
• Observe (including Y-cording/call audits) and proactively identify training needs to design and deliver training to close identified gaps.
• Create and update course materials to reflect changes in processes or systems.
• Evaluate the effectiveness of courses according to the evaluation strategy and defined KPIs and continuously improve methods to increase effectiveness.
• Track and document training participation and completion according to the department-defined procedure.
• Provide updates and results about training program outcomes and training participant performance to leadership.
• Maintain compliance with Health Insurance Portability and Accountability Act (HIPAA) for all work.
• Remain knowledgeable of Medicare/Medicaid policies and federal/state regulations that affect fulfillment activities and maintain compliance with same.
• Collaborate with training coordinators, contractors and vendors as needed.
• Comfort Medical employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
• Other job duties as assigned.

Basic Qualifications

• Bachelor’s degree required.
• 3+ years of successful learning and development and/or training experience in the healthcare/med device industry.
• Minimum 3 years of experience in designing and developing training courses and/or programs.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams, SharePoint).
• Demonstrated ability to create engaging course content.
• Strong verbal and written communication skills with ability to effectively communicate at multiple levels in the organization.
• Efficient time management, organization, and planning skills.
• Able to travel up to 15% (domestic and/or global).

Preferred Qualifications

• Experience in contact center and/or DME industry.
• Experience administering learning management systems.
• Experience developing eLearning.
• Demonstrated ability to complete full training cycle (assess needs, design, develop, deliver, monitor, and evaluate training program) in various instructor-led, virtual, or online learning scenarios.
  
  

 At Coloplast, we believe in recognizing and rewarding the contributions of our employees. Our total rewards package is designed to support your well-being, foster your professional growth, and ensure a healthy work-life balance. Here is some of what you can expect:

• Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, access to company sponsored wellness programs and mental health resources, paid leave of absence for qualifying events and generous paid parental leave for both birthing and non-birthing parents.
• Financial Security: A competitive 401(k) plan with company match that vest immediately, financial planning services to help you secure your future, and corporate discount programs for goods and services.
• Work-Life Balance: Generous paid time off, flexible work hours, and flexible work arrangement options to help you balance your personal and professional life may be available.
• Professional Development: Opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement.
• Recognition and Rewards: Recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events.
• Community and Culture: A supportive work environment where everyone feels valued and has a sense of belonging.  Participate in team-building activities, volunteer opportunities, and company-sponsored events. Sustainability strategy that outlines our ambitions for how to run our company in a more sustainable way.
• Competitive Compensation:  The compensation range for this position is $98,000 - $122,000. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location. Hired candidates may be eligible to receive additional compensation in the form of bonuses and/or incentives.

Comfort Medical provides an extensive selection of name brand catheter and ostomy supplies to thousands of customers nationwide. Our attention to detail, unmatched customer service, and dedication to helping our customers live happier, healthier lives are just a few of the many reasons we are one of the fastest growing catheter and ostomy supply companies in the nation!<span style="font-family:"Arial",sans-serif">​

Comfort Medical employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.

Comfort Medical is committed to a policy of Equal Employment Opportunity (EEO) which means we employ and promote individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, status with regards to public assistance or any other protected classification.

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