Training and Development Manager

Planned Parenthood of Central and Western New York (PPCWNY) protects and provides health care and education that empowers individuals and families. With respect. Without judgment. No matter what.

In support of PPCWNY’s mission, the Training and Development Manager provides direct leadership to the Health Services training department to build and sustain a highly functional, accountable learning environment that equips adult learners to deliver safe, high-quality, patient-centered care. This role leads training strategy, onboarding, coaching, and workflow adoption across departments to support optimization of the Epic electronic health record (EHR) and other operational priorities. The Training and Development Manager collaborates with the Director of Clinical Services, Chief Medical Officer, Revenue Cycle leaders, and operational partners to update policies, procedures, and training practices; establish clear performance expectations; monitor learning outcomes; and reinforce continuous improvement. The Training and Development Manager champions the Just Culture Model to foster psychological safety, role clarity, shared accountability, and consistent follow-through in support of staff development and operational excellence.

Essential Functions

Team Management

• Manages Training Team staff and activities, including hiring and training. 
• Leads the Training Team in cultivating a highly functional, accountable learning culture that fosters trust, role clarity, continuous feedback, and measurable performance in support of health center goals and objectives. Partners with staff to develop and maintain team-based plans, reinforces clear expectations, and holds team members accountable to defined service, quality, and learning standards.
• Maintains an innovative perspective and approach to implementing an effective training program. 
• Supports and leads team through changes in the business. 
• Reinforces a patient-centered service model by mentoring staff and setting an example by creating an environment that stresses responsive service delivery.
• Anticipates customer needs and assures all staff maintain customer service standards. Responds to customers in a courteous and timely manner. 
• Promotes a safe and inclusive environment in the office and in clinic, promoting the appreciation of all forms of diversity. 
• Creates and sustains a culture of learning, accountability, and adaptability by providing training and development support to teams delivering evidence-based, high-quality care and an exceptional patient experience.
• Assists and supports the Health Services team with implementation and training of new processes, initiatives and EHR upgrades
• Facilitates new staff onboarding, managing the business and administrative functions of the Training Team 
• Practices fiscal responsibility and accountability for Training Team expenses. 

Training and Project Management

• Facilitates the development of written training materials and procedural guides for health center operations and EHR practices; works with Health Services Leadership, including Director of Clinical Services and Chief Medical Officer to organize and update written materials. 
• Develops instructor-led and online course materials (instructor and user guides) for new staff onboarding and routine staff training.
• Servs as a leader across the affiliate; facilitates process improvements to create effective systems, ensuring health center staff are trained and in compliance with regulatory and quality standards
• Functions in the role of Project Manager on initiatives and work groups as assigned through Health Services. Develops curriculums, prepares relevant training materials and produces high quality visual and print materials (manuals and teaching aids) for training
• Coordinates and oversees training components of implementation projects and initiatives with Health Services. 
• Provides ongoing training, staff development, and structured learning forums to ensure staff understand and consistently apply new and revised PPCWNY and Epic policies, procedures, and workflows.
• Uses ongoing observation, coaching, and timely feedback to identify and address performance and training gaps. In consultation with Human Resources and Health Center Managers, supports performance improvement and individualized training plans to strengthen accountability and competency.
• Manages training and orientation schedules in collaboration with the Health Center Manager Team. 
• Identifies training and development needs by analyzing health center operations, job requirements, operational issues, plans and forecasts, and current training programs; works with individual managers and employees to identify learning requirements and deficits; designs individual training plans and provides coaching to improve performance.

EHR Workflows and Updates 

• Completes Epic training to gain a good working knowledge of the Epic system
• Reviews Epic upgrade documentation when published. Prepares summaries of changes and facilitates workflow modifications with the user departments. 
• Ensures policies and procedures are updated timely as they relate to Epic practices.
• Evaluates Epic workflow needs from end users. Enters and monitors Better Health tickets related to Health Center Operations for resolution and communicates outcomes to health center team members.
• Assists staff with maintaining health center flow, performing various staff functions as needed where licensure is not required (e.g. working at the front desk, as clinical support for intaking patients, quality assurance, stocking and cleaning rooms, etc.) at least one shift per month to maintain an understanding of health center flow and stakeholder needs from a training and development perspective.
• Spends time at all clinical sites to oversee precepting support staff and to provide clinical and EHR skills observation; works to ensure that policies & procedures relevant to health center staff have been understood, implemented and optimized; identifies and follows up on inconsistencies with medical protocol.
• Analyzes, prepares and submits all necessary reports and ensures that these reports are done accurately and in a timely manner. Submits additional reports as requested and meets deadlines. 

Other Accountability Activities

• Attends all required meetings, including quarterly CQRM and Epic Community and Migration meetings
• Regularly checks and responds to email and Teams communications
• Works to advance all the medical services provided at PPCWNY health centers including family planning, reproductive health services, abortion services, contraceptive services, and transgender care. 
• Performs other duties as assigned
• Shows respect to all internal and external customers for differences in backgrounds, lifestyles, viewpoints and needs

Qualifications

Applicants must possess the following qualifications (or equivalent combination of education and experience):

  Education

• Bachelor’s degree in nursing, business, human services, public health or a related field preferred.

  Experience

• Minimum 2 years of experience in a fast-paced outpatient setting; reproductive health, abortion and/or family planning care preferred, with demonstrated ability to support safe, high-quality, patient-centered care delivery.
• Previous Planned Parenthood experience, desired
• Minimum 2 years of experience in training, precepting, staff development, or adult learning facilitation, including experience assessing learning needs, delivering training, and reinforcing knowledge and skill acquisition in operational or clinical settings.
• Minimum 1 year of supervisory or management experience, including setting clear expectations, providing coaching and feedback, and supporting accountability for individual and team performance.
• Experience with EHR/EPM systems is required; Epic preferred, including supporting workflow adoption, process change, and end-user competency development.
• Experience leading teams within a Just Culture or similarly accountable, learning-oriented management framework preferred.

  Knowledge, Skills, & Abilities:

• Computer skills, including Microsoft Office Suite, Smartsheets
• Demonstrated organizational skills and the ability to manage multiple priorities, training initiatives, and follow-through in a fast-paced environment.
• Excellent oral and written communication skills, including public speaking, facilitation, and the ability to deliver clear expectations, constructive feedback, and effective training to adult learners.
• Strong customer service skills 
• High degree of integrity, professionalism, and accountability, with sound judgment and a consistent approach to follow-through.
• Self-motivated with the ability to work independently, exercise initiative, and adapt effectively while maintaining accountability for outcomes.
• Ability to maintain confidentiality 
• Ability to work effectively with volunteers, clinicians, health center managers, and clinical support staff and to serve as a role model for high standards of practice, learning, and accountability.
• Demonstrated knowledge of adult learning principles, coaching techniques, and competency-based training approaches.
• Ability to analyze performance gaps, identify training needs, and implement practical improvement strategies that reinforce consistency, quality, and accountability.
• Demonstrated ability to lead change, support workflow adoption, and foster psychological safety within a high-expectation, learning-oriented environment.
• Knowledge in supporting telehealth, virtual care, or digital health services 
• Must be flexible and able to shift priorities as needed and willing to carry a mobile phone and respond to team quickly
• Must have the ability and willingness to travel as needed within PPCWNY
• Must be able to work flexible hours that match the health center hours, which include evenings and weekends 
• Demonstrated experience building an inclusive and respectful organizational culture 
• A commitment to Planned Parenthood of Central and Western NY (PPCWNY)’s mission, vision and values along with a commitment to providing services to a wide range of clients and to the goals of PPCWNY is essential

  Working Conditions

• Standard health center and office environment
• Potential exposure to hazardous or infection materials
• May experience visual fatigue working at computer with potential extended periods of sitting
• Well-lit/ventilated

  Physical Requirements

• Possess sufficient mobility to perform the Essential Functions listed in this Job Description with or without an      accommodation
• Ability to travel to all agency locations across the region as assigned

Work Schedule

This is a full-time, 40 hour a week, position; regular schedule will be Monday – Friday with occasional evenings and weekends.

Benefits & Compensation

At PPCWNY, we are committed to equitable compensation practices and transparency. In alignment with these efforts, the pay for this position ranges from $79,164.80 to $91,665.60 per year. Actual compensation will be determined by experience and other factors permitted by law.

In addition to competitive compensation, PPCWNY offers an extensive benefits package with generous Paid Time Off, 10 paid holidays, affordable medical, dental, and vision options, Health Savings Account or Flexible Spending Account, 401(k) with match, and much more!