Change & Learning Lead – Healthcare Platform Implementation

Role Summary

Zyter is seeking a Change & Learning Lead to drive organizational readiness, training and user adoption for a major healthcare platform implementation involving TruCare Next Gen, Symphony-enabled workflows and migration from existing systems.

The individual will work closely with client business and clinical leaders and the broader implementation team to understand how workflows, roles and ways of working are changing and ensure that impacted users are prepared to operate successfully in the new environment.

This role goes beyond development of training materials. The Change & Learning Lead will own the connection between workflow change, user impact, communications, training, readiness and adoption.

Key Responsibilities

• Develop and execute an integrated change-management, stakeholder-engagement, communications and training plan.
• Conduct stakeholder analysis and role-based change-impact assessments.
• Work with Functional Consultants and product teams to understand future-state workflows and translate them into specific impacts for users.
• Identify changes to roles, responsibilities, workflows, technology interactions and required user behaviors.
• Develop role-based learning strategies and curricula for different user populations.
• Create training materials, job aids, simulations, reference guides and other learning content.
• Establish and execute train-the-trainer, super-user and/or change-champion approaches.
• Coordinate training environments, materials and delivery with product releases, testing and migration waves.
• Develop clear communications explaining what is changing, why it is changing, when it is happening and what users need to do differently.
• Establish measures of training completion, proficiency, organizational readiness and adoption.
• Identify areas of resistance or adoption risk and develop appropriate mitigation approaches.
• Support users through go-live and stabilization and incorporate feedback into subsequent rollout waves.
• Partner closely with client change leaders, program leadership, product, functional and clinical teams.

Qualifications

• 7+ years of experience in organizational change management, learning, training and adoption for large enterprise technology implementations.
• Healthcare payer or healthcare technology experience strongly preferred.
• Demonstrated experience supporting major system implementations and/or migrations.
• Strong experience with role-based change-impact analysis and training development.
• Ability to quickly understand complex operational and clinical workflows and translate them into intuitive learning experiences.
• Excellent written communication, presentation and facilitation skills.
• Experience with geographically distributed or large user populations preferred.
• Prosci or comparable change-management certification helpful but not required.
• Experience supporting Agile or phased technology implementations desirable.