Digital Adoption Manager

SHIFT:

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Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career.

CHOP does not discriminate on the basis of race, color, sex, national origin, religion, or any other legally protected categories in any employment, training, or vendor decisions or programs. CHOP recognizes the critical importance of a workforce rich in varied backgrounds and experiences and engages in ongoing efforts to achieve that through equally varied and non-discriminatory means.

JOB FUNCTIONS

Essential Functions

The Digital Adoption Manager is a dynamic leader responsible for ensuring the effective adoption of digital tools and technologies within CHOP. This position plays a crucial part in digital transformation initiatives, focusing on empowering employees to effectively adopt and leverage new and existing software and processes to improve productivity and achieve business goals. The manager is responsible for developing and executing comprehensive digital adoption strategies that align with organizational goals, including the oversight of our digital literacy program. By continuously analyzing organizational needs, culture, and industry best practices, the manager will support the creation of digital adoption strategies that enhance patient care delivery, improve operational efficiency, and maximize return on our technology investments across the enterprise. This position has high interaction and visibility with front-line and C-suite hospital management, clinical champions, patient/family relations, corporate services, research institute, CHOP affiliates, and DTS leadership to: Articulate goals for meeting the requirements Successfully partner with leadership personnel and stakeholders to meet the requirements Measure the results of initiatives based on the specified goal and requirements Champion organizational change to improve training completion.

This department works 80% remotely, 20% on site in our Philadelphia offices.

What you will do

• Oversee the DTS Learning Services Digital Adoption team in the creation, delivery, and assessment of user adoption training programs and initiatives. Ensure CHOP meets user adoption requirements for Epic Honor Roll and Gold Stars. Maintain the Digital Ambassador Program, co-facilitate the Training Advisory Committee, participate and/or lead various Communities of Practice and regular meetings with key clinical and operational groups.
• Develop and Execute Digital Adoption Strategies
  • Set goals and align digital adoption efforts with clinical and business outcomes across the institution
  • Partner with clinical, business, and DTS stakeholders to identify, plan, and implement high-impact digital adoption initiatives.
  • Lead the implementation and improvement of the digital literacy program
  • Champion a culture of continuous digital innovation while ensuring clinical safety and regulatory compliance
  • Continuously research and become familiar with emerging technologies
  • Design and deliver targeted training programs that help clinicians and staff understand and effectively utilize AI-driven and intelligent automation tools in their daily practice
• Manage Change and Drive Adoption
  • Identify and overcome obstacles to technology adoption in clinical and administrative settings
  • Manage employee resistance to new healthcare technologies through effective change management strategies
  • Ensure seamless integration of new systems with existing clinical workflows and documentation practices
  • Manage the Digital Ambassador Program and ensure the continuous professional development of program participants
• Monitor and Analyze Adoption Metrics
  • Identify and track key performance indicators to measure the success of digital literacy and adoption programs
  • Analyze clinical and operational reports to identify areas for improvement and optimization opportunities
  • Utilize data from major platforms, including Epic, Microsoft, and Workday, to analyze user interactions and identify opportunities for personalized training plans and broader training initiatives
  • Demonstrate return on investment for digital tool investments through measurable improvements in clinical quality, safety, and efficiency
• Design and Deliver Training Programs
  • Demonstrate exceptional knowledge of and expertise in instructional design, eLearning development, and adult learning theory.
  • Understand and interpret clinical and non-clinical workflows, processes, and terminology to translate information into educationally sound training content.
  • Create and implement engaging training programs that equip clinicians and staff with necessary skills to utilize digital tools effectively
  • Offer on-demand support and resources to employees, ensuring they can access help and troubleshoot issues when needed
  • Design user adoption strategies that address the unique challenges of healthcare environments
• Service Management
  • Lead service strategy, design, operation, and continuous service improvement.
  • Participate in tactical and strategic planning for Learning Services.
  • Demonstrate competency in strategic thinking and leadership.
  • Ensure active collaboration across Digital and Technology Services and all partners across the enterprise.
  • Utilize current and past healthcare industry standards and best practices in recommending, leading, and implementing initiatives aligned with departmental and/or organizational goals.
  • Utilize knowledge of CHOP policies, procedures, culture, and requirements in order to develop, maintain, and support organizational and strategic initiatives.
  • Exercise independent judgment and creative problem-solving techniques in a highly complex and dynamic environment.
  • Determine the root cause of problems and implement solutions to prevent the problem from recurring. Lead complex problem investigations.
  • Provide educational consulting, analysis, and recommendations.
  • Replicates and diagnoses complex application issues and recommends or performs remedial actions to correct problems using comprehensive application knowledge.
  • Participate in the evaluation and recommendation of tools and technologies.
• Resource Management
  • People
  • Manage the Digital Adoption team, which may include digital adoption specialists I, II, III, and IV, and contractor, vendor, and other staff as needed.
  • Participate in the performance management process by setting goals, mentoring and coaching team members, providing feedback, and conducting reviews.
  • Perform recruitment and hiring. Performs consultant selection and consultant management.
  • Review the work of digital adoption specialists for compliance and consistency with established standards.
  • Create a team Training and Development Plan.
  • Conduct staff meetings and 1-1 meetings monthly (at a minimum).
  • Relationship Management, Communications, and Governance
  • Exhibit outstanding interpersonal, diplomacy, and communication (written and verbal) skills with a wide variety of people from diverse professional and cultural backgrounds.
  • Partner with CHOP educational, clinical, and business departments and executive leadership as necessary. Maintains relationships with clinical and business leaders to ensure training meets departmental and employee needs.
  • Coordinate cross-enterprise resources, in conjunction with Enterprise Application Leaders, to ensure the successful delivery of Learning Services initiatives.
  • Communicate and partner with management, analysts, subject matter experts and end users to establish productive working relationships
  • Participate in leadership meetings such as the DTS Directors and Managers meeting, steering committees, and appropriate governance committees
  • Demonstrate strong customer focus
  • Manage client expectations
  • Lead and support the timely communication to the CHOP community regarding all areas of responsibility. Use existing CHOP vehicles to effect desired results (Leadership briefing, Governance bodies, Town Halls, etc.)
  • Lead and/or participate in appropriate meetings including: governance, program/project executive sponsors, steering committees, and other targeted committees, etc., to achieve desired objectives.
  • Maintain a flexible and collaborative work style with a proactive and solutions-oriented approach.
  • Exhibit the ability to see the big picture and conceptualize/document creative solutions.
  • Maintain knowledge of business operations, strategies, information requirements, and priorities.
  • Serve as business liaison to various vendors.
  • Exhibit commitment to professional development and self-improvement.
• Financial Planning, Vendor Management, and Optimization
  • Participate and provide input into the budget, annual DTS Budget process, and 10-year capital budget.
  • Participate and provide input to track team capital and operating budgets.
  • Maintain fiscal stewardship as necessary for any technical and personnel aspects of the department, including providing the following report analysis; resource planning, current financial standing, and support and project costs
• Regulatory and Compliance
  • Conduct job responsibilities in compliance with CHOP policies and procedures.
  • Actively support implementation of Information Security standards and requirements.
  • Follow CMS, State and local laws, JCAHO standards and other appropriate agencies rules and regulations.
  • Support emergency preparedness documentation, policies and procedures, education and awareness in conjunction with Business Continuity Management team.

Education

• Bachelor's Degree Instructional Technology, Education, Healthcare, Education, Computer Science/Information Systems, or other related degree Required
• Master's Degree Preferred

Experience

• At least six (6) years experience designing, developing, and delivering software-related training Required
• At least six (6) years customer-focused solutions Preferred
• At least six (6) years managing resources in a fast paced information services or training department Preferred
• At least six (6) years IT, Healthcare or related experience in a training capacity Preferred
• At least six (6) years Epic Electronic Health Record (EHR) or other EHR experience Preferred

Licenses and Certifications

• EPIC certification - EPIC - upon hire - Preferred or
• EPIC Builder Certification - EPIC - upon hire - Preferred or
• ROI (EPIC) - EPIC - upon hire - Preferred or
• Identity (EPIC) - EPIC - upon hire - Preferred or
• Deficiency (EPIC) - EPIC - upon hire - Preferred
• Certified Change Practitioner - Prosci - upon hire - Preferred
• Change Management Certification - Kotter - upon hire - Preferred

Knowledge, Skills and Abilities

• Expert in adult learning theory. (Required proficiency)
• Proficient in at least one eLearning development tool (e.g., Camtasia, Captivate, Storyline). (Required proficiency)
• Project and time management skills required. Technical creativity and strong understanding of information technology in health care required. (Required proficiency)
• Presentations experience a must, with large and small groups. (Required proficiency)
• Computer skills required; exhibit expert skills in numerous desktop and other technical software applications such as Microsoft Office, including Word, Excel, PowerPoint, and Project. (Required proficiency)
• Certification based on position (competent to work at a high technical level in phases of application development and build). (Required proficiency)
• Working knowledge of video production, and graphic software programs. (Required proficiency)
• Virtual training/distance learning experience preferred (Required proficiency)
• Knowledge of patient build, training environment maintenance, and refresh cycle. (Required proficiency)
• Demonstrates current knowledge of training practices (i.e. ADDIE, ISD), methodology and design. (Required proficiency)
• Maintains complex application data files and system parameters to optimize performance and functionality. (Required proficiency)

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must receive an annual influenza vaccine. Learn more.

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SALARY RANGE:

Salary ranges are shown for full-time jobs. If you're working part-time, your pay will be adjusted accordingly.

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At CHOP, we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting. Click here for more information regarding CHOP's Compensation and Benefits.