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 large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services.

Our diverse workforce is uniquely focused on empowering New Yorkers.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception.

Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

The Contact Center Instructional Designer will design and deliver scalable training programs for our patient support teams.

The Instructional Designed will translate complex scheduling processes, Customer Relationship Management (CRM) workflows, and hospital policies into clear, user-friendly learning experiences.

This role will ensure that learners are equipped to resolve issues efficiently while providing an empathetic patient experience.

General tasks and responsibilities will include:

• 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 the effectiveness of training and iterate on content.
• Project Management: Manage multiple training projects simultaneously, meeting established deadlines without disrupting floor operations.
• Performs other related duties as assigned by Manager, Call Center Training and Quality or Assistant Vice President Contact Center Solutions or Senior Contact Center leadership.

A baccalaureate degree from an accredited college or university in Education, Psychology, Personnel Administration, Business Administration, Management or related discipline; and 2.

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, or training in implementation of operational or management systems; and 3.

Knowledge of the principles of training, psychology of learning, applications and the ability to instruct and motivate; and 4.

Ability to communicate orally and relate to others; and 5.

Proficient writing and research skills; or 6.

A satisfactory combination of education, training and experience indicating the ability to perform satisfactorily.

• 3-5 years of experience in instructional design, specifically within a corporate training or contact center/customer care environment
• Training
• Instructional Design
• Knowledge Management
• Contact Center
• Healthcare Operations
• Detail-oriented with the ability to properly prioritize, plan and manage time
• Strong written and verbal communication skills
• Self-motivated with the ability to work independently
• Creative problem solving
• Critical thinking
• Excellent Microsoft Word, PowerPoint, and Excel skills.

• Contact Center CRM and/or Health EMR
• Computer based training instructional design
• 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) and Learning Management Systems (LMS).
• Excellent written and verbal communication, project management abilities, and the capacity to adapt quickly to evolving business needs

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• Loan Forgiveness Programs for eligible employees
• College tuition discounts and professional development opportunities

• Union Benefits for eligible titles
• Multiple employee discounts programs

If you wish to apply for this position, please apply online by clicking the "Apply for Job" button.