HEALTH PROFNS EDUC SUPV 2 bei University of California, San Francisco (UCSF)
University of California, San Francisco (UCSF) · San Francisco, Vereinigte Staaten Von Amerika · Onsite
- Senior
- Optionales Büro in San Francisco
Job Summary
The Manager of Learner Experience and MOCAP is responsible for the supervision of three forks in the UCSF Continuing Education program: the Office of CME’s Learner Experience team, the ABMS Portfolio Sponsor MOC Approval Program at UCSF, and projects with UCSF’s Center for Faculty Educators for faculty development.
The incumbent supervises and supports a user experience and customer service team of specialists who conduct front-line communications and resolutions for learners and parties of interest. The position is responsible for process improvements in the unit, including managing the design, development, testing, training, and documentation of customer service principles based on directed user research initiatives that gather insights on learner behaviors, needs, and pain points. The position also assembles and leads cross-functional teams for assigned deliverables and assists with efforts to evaluate new technologies and industry trends as applicable to improving services to our faculty and learners.
The incumbent is the primary point of contact for UCSF CE’s Maintenance of Certification/Continuing Certification (MOC/CC) programs (Parts 2 and 4), including development, implementation, and administration of policies, processes, and resources, and serves as the liaison between UCSF health clinicians, Quality Improvement, the Quality Review Board and Office of CME. They are responsible for the collection and oversight of the review and tracking of project applications, ensuring reports are developed with clear conclusions on whether projects meet ABMS board requirements, as well as leading the design and implementation of processes that award MOC points for CME activities. They oversee the collection, maintenance, and submission of learner data to accrediting bodies in compliance with reporting requirements.
Primary duties include overseeing the efforts of the Learning Experience Team, including our registration and learner enrollment specialist, our customer support specialist, and our website and digital communications specialist.
Supervision
The incumbent supervises and supports a user experience and customer service team of specialists who conduct front-line communications and resolutions for learners and parties of interest. The position is responsible for process improvements in the unit, including managing the design, development, testing, training, and documentation of customer service principles based on directed user research initiatives that gather insights on learner behaviors, needs, and pain points. The position also assembles and leads cross-functional teams for assigned deliverables and assists with efforts to evaluate new technologies and industry trends as applicable to improving services to our faculty and learners.
The incumbent is the primary point of contact for UCSF CE’s Maintenance of Certification/Continuing Certification (MOC/CC) programs (Parts 2 and 4), including development, implementation, and administration of policies, processes, and resources, and serves as the liaison between UCSF health clinicians, Quality Improvement, the Quality Review Board and Office of CME. They are responsible for the collection and oversight of the review and tracking of project applications, ensuring reports are developed with clear conclusions on whether projects meet ABMS board requirements, as well as leading the design and implementation of processes that award MOC points for CME activities. They oversee the collection, maintenance, and submission of learner data to accrediting bodies in compliance with reporting requirements.
Primary duties include overseeing the efforts of the Learning Experience Team, including our registration and learner enrollment specialist, our customer support specialist, and our website and digital communications specialist.
Supervision
- Supervise and lead staff of three to ensure a holistic approach to learner experience.
- Responsible for process improvements of the new unit including managing design, development, testing, and documentation of customer service
- Evaluates performance and counsels staff to improve the learner experience and interface with the OCME
- Learner Research and Insights
- Direct user research initiatives to gather insights on learner behaviors, needs, and pain points.
- Utilize analytics and learner feedback to inform design decisions and measure learner success.
- Oversee the staff in creating intuitive, user-friendly interfaces and learning experiences.
- Ensure consistency and coherence in the design and messaging across products and services for learners
- Using software and learning platform solutions, automate administrative tasks such as attendance tracking, certification issuance, and reminder notifications.
- Establish a centralized help desk and support team, to assist learners with any issues they encounter during the registration process and throughout the course. The team will triage as needed.
The final salary and offer components are subject to additional approvals based on UC policy.
Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.
The salary range for this position is $98,100 - $164,200 (Annual Rate).
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html
Job Title
Manager, MOCAP and Learner Experience
Employee Class
Career
Percentage
100%
Shift Length
8 Hours
Shift
Days
Additional Shift Details
Monday - Friday; 8:00 AM - 5:00 PM
Bargaining Unit
99 - Policy-Covered (No Bargaining Unit)
Job Category
Education, Supervisory / Management
Required Qualifications
- Bachelor's degree in related area and / or equivalent experience / training.
- Minimum 5+ years of directly relevant experience.
- Minimum 3+ years lead/supervisor/manager experience.
- Knowledge of the health professions education industry, administrative analysis and operations research. Knowledge of assigned program requirements and curriculum.
- Demonstrated leadership skills in training and guiding employees on educational techniques. Motivates and inspires staff to improve the health profession education services.
- Demonstrated ability to prioritize effectively to meet deadlines in a complex, challenging environment. Ability to organize assigned staff and unit operations in an efficient and effective manner.
- Effective communication skills with peers, learners, faculty, and other education program coordinators / managers.
- Skills to evaluate issues and identify solutions within defined procedures and policies. Demonstrated ability to solve problems and suggest solutions through critical thinking process.
Preferred Qualifications
- Master's degree in related area preferred.
- Knowledge of department, organization, HR and university policies and processes. Current knowledge of relevant industry federal, state and local laws and regulations including national accrediting organizations and state and federal licensing and regulatory offices.
- Verbal and written communication skills to explain technical health profession / education concepts, actively listen, persuade, advise, and counsel.
- In-depth knowledge of educational software and technologies to promote a wide-range of teaching and learning goals.
Position Type
Full Time
Department Name
DO-AuxSvc-CME
Equal Employment Opportunity
The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.
Department Description
The Office of Continuing Medical Education (OCME) is responsible for the annual administration, accreditation, and presentation of more than 400 UCSF continuing education activities for the Schools of Medicine, Pharmacy, Dentistry, and Nursing Education in UCSF Health. UCSF CME reaches more than 79,000 learners each year within and outside of UCSF by providing several methods of obtaining continuing education credits. Our learners are primarily practicing health care professionals, such as physicians, pharmacists, dentists, nurses, advanced practice providers, physical therapists, athletic trainers, social workers, and psychologists, among others.
In addition, as a Portfolio Sponsor, UCSF is granted authority to approve institutional Quality Improvement projects as meeting the American Board of Medical Specialties’ (ABMS) Multi-Specialty Portfolio Program (Portfolio Program) Standards and Guidelines, thus allowing participating physicians to earn Part IV credit toward the Maintenance of Certification (MOC4) for their specialty boards.
UCSF’s School of Medicine supports clinical faculty across all sites to co-create learning environments together with other healthcare professionals and learners that optimize learning and well-being for all involved, in a manner that is data-driven, innovation-oriented, and characterized by diversity and inclusivity. The Office of CME closely collaborates with the Center for Faculty Educators’ Faculty Development (CFE FD) program, which accomplishes this vision by preparing and empowering faculty in the clinical settings to provide an optimal learning environment for medical students, residents, and fellows. CFE FD collects data about the learning environment and offers workplace-based faculty development targeted to the specific learning environment and the needs of those who contribute to that learning environment.
In addition, as a Portfolio Sponsor, UCSF is granted authority to approve institutional Quality Improvement projects as meeting the American Board of Medical Specialties’ (ABMS) Multi-Specialty Portfolio Program (Portfolio Program) Standards and Guidelines, thus allowing participating physicians to earn Part IV credit toward the Maintenance of Certification (MOC4) for their specialty boards.
UCSF’s School of Medicine supports clinical faculty across all sites to co-create learning environments together with other healthcare professionals and learners that optimize learning and well-being for all involved, in a manner that is data-driven, innovation-oriented, and characterized by diversity and inclusivity. The Office of CME closely collaborates with the Center for Faculty Educators’ Faculty Development (CFE FD) program, which accomplishes this vision by preparing and empowering faculty in the clinical settings to provide an optimal learning environment for medical students, residents, and fellows. CFE FD collects data about the learning environment and offers workplace-based faculty development targeted to the specific learning environment and the needs of those who contribute to that learning environment.
About UCSF
The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.
Pride Values
UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide.
In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide.
Location
San Francisco, CA
Campus
Mission Bay (SF)
Work Style
Fully On-Site
