NYU Langone Health

Position Summary:

The Learning and Development Supervisor will oversee and support the training program by coordinating and delivering training program requirements for the Central Billing Office or the Patient Access Center. At the fundamental level of the role, the Learning and Development Supervisor is responsible for directly supporting the Learning and Development Specialists on the training team while assisting in day-to-day supervision of training performance and assigned tasks. The Learning and Development Supervisor’s primary objective will be to ensure the Training Team continuously and in a timely manner completes all pieces of training and assigned tasks. The individual will also be responsible for identifying trending training areas of opportunity, working closely with Operations including coordinating and attending regular L&D and Operations meetings to ensure standards are being met, Quality Assurance including attending and overseeing monthly calibration calls, and Practice Relations to communicate areas of opportunity.

The Learning and Development Supervisor will report to the Learning and Development Manager for the Central Billing Office or Patient Access Center.

Job Responsibilities:

• Drive consistency in every patient and colleague interaction by exemplifying the core principles of our FGP Service Strategy C.A.R.E.S. (Connect, Align, Respond, Ensure, and Sign-Off), while fostering clear, respectful communication across departments.
• Demonstrate behavior consistent with NYULH FGP’s mission, vision, goals, objectives, and patient care philosophy.
• Tailor training approaches and materials to meet diverse learner needs, preferences, and competencies.
• Demonstrate strong self-management, collaboration, and the ability to receive and apply feedback. Remain task-, team-, and deadline-oriented.
• Develop, design, maintain, and approve training content including curriculum, job aids, quick reference guides, instructor/participant guides, and business case exercises, ensuring all materials reflect strong writing, clarity, and alignment with organizational standards.
• Regularly assess and contribute to the training programs for the Central Billing Office and Patient Access Centers by reviewing program materials, analyzing survey data, validating completion of fundamental coaching for trainers, and recommending programmatic changes with oversight from your manager.
• Serve as the subject matter expert for questions related to patient experience and Training Programs, responding to inquiries and escalated issues.
• Represent the Learning and Development Team by attending meetings and site visits to support ongoing initiatives, provide updates, and offer guidance—including travel to our various NYULH sites and third-party partners.
• Support the onboarding, coaching, and development of Learning and Development Specialists through structured feedback and action plans for knowledge and skill enhancement. Manage performance, including administering improvement plans or corrective actions, as needed.
• Collaborate with the QA and Operations Teams to identify training opportunities and workflow optimization opportunities.
• Facilitate engaging training sessions, as needed, for adult learners that embody the C.A.R.E.S. principles and provide interactive, impactful learning experiences.
• Conducts follow-up studies of completed training to measure effectiveness and outcomes.
• Demonstrate regular, consistent, and punctual attendance.
• Adhere to Central Billing Office and Patient Access Center policies and procedures.
• Perform other duties as assigned. All those in leadership roles are expected to take on additional duties as necessary.

Minimum Qualifications:

Bachelor degree. Must have a minimum of two years experience working as a Learning and Development trainer along with three years as a leader of others. Must have strong verbal and written communication skills. Demonstrate strong interpersonal skills and ability to analyze issues quickly and identify the best solutions. Demonstrate the ability to present information in a classroom or remote setting to adult learners. Be a high-performing PC user with intermediate Microsoft Excel, PowerPoint, and Word knowledge. Experience in a Customer Service, Professional Billing, or Contact Center environment is required. Healthcare industry experience within these settings is preferred. Must be familiar and proficient in instructional design principles, adult methodologies, learning management systems and other training technology platforms.

Preferred Qualifications:

1. Education: Bachelor’s degree with coursework in adult learning theory, training and development, performance technology, instructional systems, or instructional design. Formal certification in learning and development programs.

2. Healthcare Exposure: Ideally, experience within a healthcare facility (hospital, clinic, or primary care practice) is highly valued, though not mandatory.

3. Contact Center Understanding: Functional knowledge of Contact Center trends, practices, training initiatives, and quality programs, recognizing the unique challenges faced by frontline staff.

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Florida provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents. At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

NYU Langone Florida is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online.

View NYU Langone Hospital Florida's Equal Employment Opportunity (EEO) policy. Know Your Rights: Workplace discrimination is illegal.