Instructional Designer (Training and Development Representative)

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our diverse workforce is uniquely focused on empowering New Yorkers through high-quality care, without exception. Every employee exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships.

Responsibilities

• Design and deliver scalable training programs for patient support teams, translating complex scheduling processes, CRM workflows, and hospital policies into clear, user-friendly learning experiences.
• Curriculum Development: Design and maintain engaging New Hire and Continuing Education curricula using adult learning principles.
• Learning Asset Creation: Develop interactive e-learning modules, simulations, facilitator guides, and practical job aids (e.g., Quick Reference Guides, call flows).
• Subject Matter Collaboration: Partner directly with Quality Assurance (QA), Team Managers, and Subject Matter Experts (SMEs) to identify knowledge gaps and update training in response to product/policy rollouts.
• System Integration: Collaborate with the operations team to align training with core contact center technologies (e.g., Contact Center as a Service (CCaaS) platforms, workforce management tools).
• Measurement & Evaluation: Conduct assessments, analyze program performance metrics, and gather feedback to evaluate training effectiveness and iterate on content.
• Project Management: Manage multiple training projects simultaneously, meeting established deadlines without disrupting floor operations.
• Perform other related duties as assigned by leadership.

Requirements

• A baccalaureate degree from an accredited college or university in Education, Psychology, Personnel Administration, Business Administration, Management, or a related discipline.
• One year of experience in employee development and training programs in a health care facility, business, educational, governmental organization, or other fields related to training, development, and analysis.
• Knowledge of the principles of training, psychology of learning, applications, and the ability to instruct and motivate.
• Ability to communicate orally and relate to others.
• Proficient writing and research skills.
• A satisfactory combination of education, training, and experience indicating the ability to perform satisfactorily may be accepted.

Qualifications

• 3-5 years of experience in instructional design, specifically within a corporate training or contact center/customer care environment.
• Experience with Training Instructional Design, Knowledge Management, Contact Center, and Healthcare Operations.
• Detail-oriented with strong prioritization, planning, and time management skills.
• Strong written and verbal communication skills.
• Self-motivated with the ability to work independently.
• Creative problem-solving and critical thinking abilities.
• Proficiency in Microsoft Word, PowerPoint, and Excel.
• Experience with Learning Management Systems (LMS), Contact Center CRM, and/or Health EMR.
• Deep understanding of learning theories (e.g., ADDIE, SAM) and methods to maximize knowledge retention in fast-paced environments.
• Proficiency in rapid authoring tools (e.g., Articulate Storyline 360, Adobe Captivate, Camtasia).
• Excellent project management abilities and adaptability to evolving business needs.