Technical Instructional Designer

Site: Mass General Brigham Incorporated

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. 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.

Job Summary

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 also supports Epic upgrades and enhancements, manages training content and environments, and helps ensure users are prepared to adopt new technology safely, consistently, and effectively.

At Mass General Brigham Digital, we pride ourselves on our ability to create maximum strategic, clinical, and operational value from established and emergent technologies for our patients, care teams, researchers, and employees. Digital will not only enhance the equity and efficiency of healthcare delivery, but it will also help make medicine more personalized and precise.

We recognize that increasing value and continually improving quality while maintaining an inclusive focus are essential to organizational excellence, and we invite you to join us on this journey. The work we do in Digital is a strategic imperative, and there is a strong and growing understanding of how together we will transform Mass General Brigham in innovative and impactful ways.

Under the general supervision of the Senior Manager, Instructional Design within Digital Clinical Systems Training & Optimization and in partnership with Epic Platform Teams and Digital/Site department managers and leaders, the Technical Instructional Designer (ID) is responsible for the design, development, and ongoing maintenance of technical training curricula and assets for both new hires and existing users utilizing Epic clinical and revenue cycle applications, in addition to other MGB Digital technology solutions.

Technical IDs are responsible for mastery of both Epic application and MGB enterprise workflows, and will lead the design, development, implementation and maintenance of the training assets for their assigned applications (~4-6 each) utilizing adult learning principles. IDs provide oversight of the multiple Quartet teams comprised of Credentialed Trainers, Application Analysts and Clinical Business Analysts. The ID works closely with and provides coaching, oversight and support for the Quartet Credentialed Trainers and dedicates a portion of their time to support application maintenance activities and ensure they’re tracking to milestones. The ID collaborates with the Quartet team on tasks for monthly release and bi-annual upgrades, in addition to high volume of enhancements and new modules via demand, deployment, and capital projects. Technical IDs are integral members of the application workgroup and participate in workflow design and system build changes to gain in-depth knowledge of the system functionality, rationale for the workflow design, and impacts to existing training content or need for new content development.

The Technical ID manages our technical training repository, Epic Digital Library, ensuring all assets are published with required metadata and oversee activities related to use as our primary work driver for outstanding tasks and reporting. Further, the Technical ID leads all training environment build, maintenance and testing for their assigned Epic applications and participates in an ID team pager rotation for off-hours training environment issues and alerts.

Principal Duties

Instructional Design
• Leverage adult learning principles and curriculum development skills and experience to design, develop and maintain MGB enterprise training content for Digital systems including Epic clinical and revenue cycle applications to meet 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 and approach; includes collaboration with application and database/server teams on smoke testing and tracking activities and environment issues triage and resolution.
• Learn and utilize various training development tools to create and maintain training assets including Adobe Captivate, Articulate Storyline 360, Camtasia, and Synthesia, and Amplifire. Must be willing to quickly learn new technologies to develop the best learnings to better support our users.
• Assess enhancements and audience impact to evaluate training needs and recommend training modality (communication, tip sheet, micro-learning, eLearning, classroom and/or virtual classroom training) for monthly release, bi-annual upgrade impacts, and new module implementation; leverage blended learning tools and strategies as appropriate.
• Create training documents for monthly release and bi-annual upgrade impacts identified by Clinical Informatics team and ensure to meet established milestones and deadlines.
• Create and maintain training assets for assigned application(s), including Lesson Plans, Instructor Guides, Course Information Sheets, Exercise Books, Tip Sheets, and User Guides.
• Participate in ID triage rotation of change request (CR) queue in ServiceNow for issues and asset enhancement ticket requests. Work requests for assigned applications within established SLAs.
• Deliver end user Epic training (classroom and virtual) on a monthly basis to ensure curriculum developed is effective for end users and stay current with content.
• Work with subject matter experts, business owners, credentialed trainers (CTs) and business analysts to identify ongoing training needs, training optimization areas, and continuous improvement areas for training.
• Establish instructional goals and ensure content matches goals and develop evaluation tools for assessing effectiveness of learning experiences for staff.
• 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 and goals.
• 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 as necessary.
• Facilitate standing and drop-in office hour meetings for Quartet resource support.
• Attend and actively participate in MGB and site meetings as requested to provide training subject matter expertise and consult on training plans, escalating issues and concerns to leadership as appropriate.
• Provide coverage and backup support for other Epic applications, as needed.
• Obtain and maintain all Epic certifications for assigned application(s).
• Maintain Epic Digital Library asset pages to ensure training content is searchable and accessible for end users, including management of keywords, metadata, asset elements, and file storage.
• Collaborate with cross-functional teams, both internal and external, including Training Operations, to ensure training content is available to end users across multiple platforms, including HealthStream.
• Perform other duties as assigned.

Training Environment Management
• Manage ongoing training environment build, testing, migration, and maintenance for assigned Epic applications in alignment with Digital Solutions Delivery strategy and approach, including collaboration with application and database/server teams on smoke testing, tracking activities, and environment issue triage and resolution.
• 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 build that cannot utilize data courier; develop and execute testing plans to ensure working as designed
• Collaborate with application and database/server teams on smoke testing and tracking activities and environment issues triage and resolution.
• Troubleshoot technical training environment issues with Application Analysts and Training Environment Coordinator.
• Execute build and follow QA guidelines in REF environment as needed 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/or alerts; report major incidents to Manager and help with communications to stakeholders
• Maintain and utilize Epic cookbook to conduct MST rebuild ~every 5 years

Project Management Activities
• Provide coaching and guidance to application-based Quartet Teams of hybrid credentialed trainer/instructional designers, clinical business analysts, and application coordination collaborating on application quartet team asset maintenance and end user readiness activities in preparation for monthly release and bi-annual Epic upgrades.
• Serve as SME of ID workflows, systems, and policies for quartet team supporting training asset and environment maintenance.
• Oversee Technical Trainer resources helping support training asset maintenance and training environment build and testing; ensure quality control and tracking to all milestones and deadlines.

Qualifications

Required

• 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 eLearning or AI development and/or authoring tool experience (i.e., Articulate Storyline 360, Captivate, Camtasia, Synthesia, Amplifire).
• Proficiency in Microsoft Office applications and experience with learning management systems; HealthStream experience is a plus.

Licenses & Certifications

• Epic application(s)
• Epic Principal Trainer
• Epic Training Environment
• Instructional design
• All of the above or willingness to obtain within first 3-6 months of hire

Preferred

• Epic Application certification, multiple a plus
• Epic Training Environment Build certification
• Epic Curriculum Development certification.
• Healthcare experience.
• Technical training experience.
• Project management experience, a plus.

Skills & Competencies

• Demonstrated knowledge and experience with educational technology, eLearning programs, adult learning principles, and learner-centered activities.
• Instructional design experience with solid understanding of methodologies and best practices.
• Strong interpersonal and organizational skills with ability to work well with all levels of staff as well as a diverse audience maintaining service excellence principles.
• Effective communication skills (verbal/written) for all levels of staff within the organization in a professional and timely manner.
• Strong meeting facilitation and documentation skills; follow-through and exceptional attention to detail on all tasks is essential.
• Strong organizational skills with ability to coordinate multiple initiatives and perform multiple tasks simultaneously while thriving in a complex environment.
• Ability to work independently on assigned tasks (i.e., plan, organize, problem solve and meet deadlines) or as part of a team.
• Adheres to all quality, compliance and security principles and established policies and procedures.
• High aptitude for quickly learning new systems, processes and workflows and mobilize on evolving training needs.
• Openness to participate in upskilling training to learn new skills for the role (i.e., eLearning and video development, project management) as needed.
• Project and process management skills; ability to manage complex projects with medium to large scope.

Supervisory & Fiscal Responsibilities

• No direct reports; indirectly provides mentoring, coaching and leadership to less seasoned and seasoned new staff, contractors, Quartet CTs and external team resources supporting training maintenance.
• No direct budgetary responsibility
• Demonstrates fiscal responsibility by effectively using Mass General Brigham resources

Additional Job Details (if applicable)

Working Conditions

• This role is classified as “hybrid-flexible” per MGB’s Flexible Work Arrangement policy. MGB Digital requires onsite work a minimum of 4 days per month at Assembly Row for hybrid staff.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• This position requires occasional local travel to MGB sites, vendors, and/or conferences.
• Hospital work environment working conditions include possible exposure to diseases or infections and may require safety gear (PPE) such as gloves and mask.
• Normal office working conditions. The noise level in the work environment is quiet to moderate.

Remote Type

Hybrid

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$79,560.00 - $115,720.80/Annual

Grade

7At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at View phone number on aiapply.co.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.