Technical Instructional Designer

Mass General Brigham relies on a wide range of professionals to advance our mission as a not-for-profit supporting patient care, research, teaching, and community service. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

At Mass General Brigham Digital, we create maximum strategic, clinical, and operational value from established and emergent technologies for our patients, care teams, researchers, and employees. Digital enhances the equity and efficiency of healthcare delivery, making medicine more personalized and precise. We recognize that increasing value and continually improving quality while maintaining an inclusive focus are essential to organizational excellence.

About the role

The Technical Instructional Designer designs, develops, and maintains engaging training solutions for Epic clinical and revenue cycle applications and other Digital technologies. Working closely with application teams, subject matter experts, credentialed trainers, and operational leaders, this role translates complex system changes and workflows into clear, effective learning experiences for new and existing users. The position supports Epic upgrades and enhancements, manages training content and environments, and helps ensure users are prepared to adopt new technology safely, consistently, and effectively.

Under the general supervision of the Senior Manager, Instructional Design within Digital Clinical Systems Training & Optimization, the Technical Instructional Designer partners with Epic Platform Teams and Digital/Site department managers and leaders to design, develop, and maintain technical training curricula and assets for both new hires and existing users utilizing Epic clinical and revenue cycle applications and other MGB Digital technology solutions.

Responsibilities

• Leverage adult learning principles and curriculum development skills to design, develop, and maintain MGB enterprise training content for Digital systems, including Epic clinical and revenue cycle applications, meeting the needs of varying audiences while adhering to Digital standards.
• Manage ongoing training environment build, testing, migration, and maintenance for assigned Epic applications in alignment with Digital Solutions Delivery strategy; collaborate with application and database/server teams on smoke testing, tracking activities, and environment issue triage and resolution.
• Utilize various training development tools (Adobe Captivate, Articulate Storyline 360, Camtasia, Synthesia, Amplifire) to create and maintain training assets; learn new technologies to develop optimal learning experiences.
• Assess enhancements and audience impact to evaluate training needs and recommend training modalities (communication, tip sheet, micro-learning, eLearning, classroom, virtual classroom) for monthly releases, bi-annual upgrades, and new module implementations; leverage blended learning tools and strategies.
• Create training documents for monthly releases and bi-annual upgrades identified by the Clinical Informatics team, ensuring milestones and deadlines are met.
• Create and maintain training assets for assigned applications, including Lesson Plans, Instructor Guides, Course Information Sheets, Exercise Books, Tip Sheets, and User Guides.
• Participate in ID triage rotation of the change request (CR) queue in ServiceNow for issues and asset enhancement ticket requests; work requests within established SLAs.
• Deliver end-user Epic training (classroom and virtual) monthly to ensure curriculum effectiveness and stay current with content.
• Work with subject matter experts, business owners, credentialed trainers, and business analysts to identify ongoing training needs, optimization areas, and continuous improvement opportunities.
• Establish instructional goals, ensure content matches goals, and develop evaluation tools for assessing learning effectiveness.
• Coordinate the development and implementation of training strategies, plans, and processes for assigned applications in conjunction with the overall Digital Clinical Systems Epic training strategy.
• Conduct new Epic trainer credentialing and train-the-trainer programs for new Epic go-live deployment sites.
• Facilitate quarterly credentialed trainer meetings to share training content updates, best practices, and system demonstrations.
• Facilitate standing and drop-in office hour meetings for Quartet resource support.
• Attend and actively participate in MGB and site meetings to provide training subject matter expertise and consult on training plans; escalate issues to leadership as appropriate.
• Provide coverage and backup support for other Epic applications as needed.
• Obtain and maintain all Epic certifications for assigned applications.
• Maintain Epic Digital Library asset pages to ensure training content is searchable and accessible, including management of keywords, metadata, asset elements, and file storage.
• Collaborate with cross-functional teams, including Training Operations, to ensure training content is available across multiple platforms, such as HealthStream.
• Manage all patient build in training environments (MST/MTEST/ACES/PLY) for designated applications, including keeping patient build current for aging patients.
• Work with application teams to ensure enhancements are data couriered to training environments; assist with manual build updates for non-data-couriered build; develop and execute testing plans.
• Troubleshoot technical training environment issues with Application Analysts and Training Environment Coordinator.
• Execute build and follow QA guidelines in REF environment during disconnects from other non-PRD environments prior to upgrades.
• Lead monthly smoke testing activities; maintain test scripts to ensure coverage for key functionality.
• Participate in ID Team pager rotation for training environment issues and alerts; report major incidents to Manager and assist with stakeholder communications.
• Maintain and utilize Epic cookbook to conduct MST rebuild approximately every 5 years.
• Provide coaching and guidance to application-based Quartet Teams (hybrid credentialed trainer/instructional designers, clinical business analysts, and application coordination) on asset maintenance and end-user readiness activities for monthly releases and bi-annual Epic upgrades.
• Serve as SME of ID workflows, systems, and policies for Quartet teams supporting training asset and environment maintenance.
• Oversee Technical Trainer resources supporting training asset maintenance and training environment build/testing; ensure quality control and tracking of milestones and deadlines.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in education or related field, or 5 years of equivalent work experience.
• 3–5 years of instructional design and curriculum development experience.
• 3+ years of eLearning or AI development and/or authoring tool experience (e.g., Articulate Storyline 360, Captivate, Camtasia, Synthesia, Amplifire).
• Proficiency in Microsoft Office applications and experience with learning management systems; HealthStream experience is a plus.
• Epic application certification(s), Epic Principal Trainer certification, Epic Training Environment certification, and instructional design certification; willingness to obtain within the first 3–6 months of hire.

Preferred Qualifications

• Multiple Epic Application certifications.
• Epic Training Environment Build certification.
• Epic Curriculum Development certification.
• Healthcare experience.
• Technical training experience.
• Project management experience.

Skills & Competencies

• Demonstrated knowledge and experience with educational technology, eLearning programs, adult learning principles, and learner-centered activities.
• Instructional design experience with a solid understanding of methodologies and best practices.
• Strong interpersonal and organizational skills; ability to work well with all levels of staff and diverse audiences while maintaining service excellence principles.
• Effective communication skills (verbal/written) for all levels of staff within the organization.
• Strong meeting facilitation and documentation skills; exceptional attention to detail and follow-through on tasks.
• Strong organizational skills; ability to coordinate multiple initiatives and perform tasks simultaneously in a complex environment.
• Ability to work independently (plan, organize, problem-solve, meet deadlines) or as part of a team.
• Adherence to all quality, compliance, and security principles and established policies and procedures.
• High aptitude for quickly learning new systems, processes, and workflows and mobilizing evolving training needs.