Jan 16, 2020

Instructional Designer, Patient Services

  • Professional Diversity Network
  • Research Triangle Park, Durham, NC, USA
Full-Time Customer Service

Job Description


Job Description

TheInstructional Design is responsible for addressing the various training and performance development needs of the PS organization through the design, development and production of innovative training content. This includes the development, design, and evaluation of training solutions to improve organizational performance and the design and development engaging, innovative, and effective training courseware for instructor-led, eLearning, distance learning, and blended learning environments within the Patient Services Department

This position plays a key role is responsible for designing, developing, and producing engaging, efficient, and effective training solutions for Biogen's learners. This role partners closely with Learning Partners in the GTO Learning team to understand learning needs and then leverages their expertise in instructional design theory, practice, and methods to determine the most appropriate learning solutions. The role must also factor in timing, cost, learner, regulatory, and organizational constraints and work directly with key stakeholders and Subject Matter Experts (SMEs) on high impact, large scale projects with a high degree of complexity and nuance.

This position will establish and maintain partnerships within PS Leadership and will regularly collaborate with cross-functional teams in other departments including Sales Training, IT, HR, Compliance, Legal, Regulatory and Marketing including managing PRC review/approval process and Global Learning to align training initiatives and support results across Biogen.

Key Responsibilities

*Manage the development, implementation and ongoing review and revision of policies, standards, documentation and processes to ensure all training and training materials meet minimum standards of excellence and consistency in terms of instructional design integrity. Manage all Patient Services training submissions to various PRCs; collaborate with GTO learning team to leverage relevant and accurate content

* Consult directly with Training Managers and Subject Matter Experts to recommend instructional design approaches based on new and emerging educational technologies, recognized learning theories, current research, defined learning objectives and stakeholder feedback. Stay up-to-date on instructional design methodology and technology by attending outside conferences, user groups, and on-line events.

*Manage the design and development of training assessments, online-testing, surveys and certifications. Collaborate with Training Manager on the incorporation of assessments, tests, and surveys into training curriculums. Perform evaluation of training effectiveness on multiple levels (Kirkpatrick's level of measurement level I- IV) to be used at the completion of training and utilize the findings to improve the programs.

*Maintain and manage the design, content, and functionality of the learning content within the Learning Management System (LMS)

*Oversees/approves work of external learning vendors and acts as internal expert consultant on the technical requirements required in the build of learning content associated with live events, virtual meetings, hosted content within the LMS.

*Implement and execute training initiatives to meet internal and external benchmark standards of a high performing customer experience/service training department that will impact the company's ability to meet revenue targets

*Integrate learning transfer strategies and collaborate with PS Leadership and SMEs to create and implement change management for key initiatives

*Perform ongoing assessment of key initiatives in-order determine improvement opportunities that will drive results.

*Apply knowledge of design and content creation to develop standards, templates, and content creation to ensure the are resources that are available post-training are complete and aligned with trained content. Create process for oversight to ensure consistency in presentation and information to further improvement success of operational execution and customer experience


*5 years of experience working with theory and application of Adult Learning, Human Performance Improvement, and measurement of learning principles, ADDIE and Accelerated Learning (AL) models to develop training solutions

*Design, develop, and implement instructional courseware in a variety of multimedia

*Proficient/ Expert in Word, PPT, Excel, Adobe Acrobat, MS Outlook, MS Access, Project software, WebEx, Authoring, Design, & Publishing software (i.e., Articulate Storyline/Studio)

*Manage and administer Learning Management System and associated content

*High performing individual with business acumen, performance consulting experience, learning expertise, and a demonstrated ability to successfully design, implement, and evaluate programs

*Aptitude to work independently and across matrix organization; influence without authority

*Excellent planning and time management skills; Highly organized, process-oriented thinker

*Customer service oriented

*Excellent written and verbal communication skills.

*Goal-oriented with a 'can do' attitude; Deadline driven with lots of enthusiasm; proactive.

*Ability to manage and prioritize multiple requests with high level of detail.

*Critical thinking and problem solving skills/Able to trouble-shoot, problem-solve and provide solutions to challenges.

* Capable of working in a fast paced, changing, and expanding environment; an entrepreneurial self-starter with the ability to quickly identify and understand issues and opportunities, generate alternatives, choose and commit to the appropriate course of action.

*Prior related industry experience is highly preferred

Masters degree in instructional design or adult education preferred. Bachelor's Degree required

Additional Information

All your information will be kept confidential according to EEO guidelines.



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