Job Description

Job Title: Director Training & Client Solution
Job ID: 674615
Status: Full-Time
Regular/Temporary: Management
Shift: Day Job
Facility: UPMC Health Plan
Department: HealthPlaNET Product Dev
Location: 339 Sixth Avenue, Pittsburgh PA 15222


Do you have five or more years of experience in health insurance clinical program optimization?  Are you someone that can bring both process improvement and business acumen to this role, as well as training and development experience? If so, UPMC may have the perfect fit for you!

UPMC is actively seeking a full time Director, Training and Client Solution.  This will be a Monday through Friday daylight role located in downtown Pittsburgh, Pa.

The Director, Training and Client Support, will manage a cross-functional team supporting the success of $100 million product development effort to support multiple internal and external HealthPlaNET Integrated Finance and Delivery System (IDFS) client relationships. The role will require an in-depth understanding of the clients' business, workflows and clinical needs; as well as awareness and adherence to all regulatory requirements. The Director, Training and Client Support, under the direction of the AVP, Clinical Software Systems, will play a key role in understanding, documenting, and troubleshooting pre and post product implementation roadmaps.


The Director, Training and Client Support, HealthPlaNET, will manage: 1. Creation and distribution of day-to-day client communications using a variety of media assets including print, electronic, social-media type solutions, and video assets; 2. Delivery of training materials for new technology releases and updates to existing assets: Including user-surveys; classroom / virtual training; and deployment of print, electronic and video assets. 3. Create multiple methods for assessing the Voice of the Customer. Hold cross functional meetings, create surveys and personally shadow users when appropriate. The position requires superb written and oral presentation skills, ability to create compelling and memorable media and messages, passion for engaging and listening to clients.


  • Act as a primary point of contact for client's business, clinical and software needs, with accountability for client success; initially measured by user group adoption throughout the IDFS - interfacing with client leadership regularly, leading discussions with internal executive leadership.
  • Be a strategic expert in software used in both the provider as well as payer environments. These environments include, but are not limited to, care management, utilization management, disease management, pharmacy management, and revenue cycle optimization.
  • Create and lead presentations for the client and executive leadership as requested.
  • Create multiple methods for assessing the Voice of the Customer. Hold cross functional meetings, create surveys and personally shadow users when appropriate
  • Directly manage a cross-functional team and as a senior leader -- provide strategic guidance across UPMC's Health Plan as well as Health Services Division
  • Maintain comprehensive project plans and issues logs to assure all projects are delivered timely and without business disruption.
  • Partner with clients to understand their clinical care goals, business objectives, and competitive constraints, and build upon the IDFS strategies to address these areas
  • Triage client requests and collaborate with other internal teams and external teams to develop a strategic and tactical plan to achieve desired outcomes.
  • Understand all corporate and departmental policies and as well as regulatory requirements and assure adherence as applicable


  • BA/BS degree required
  • MBA preferred
  • Five plus years of experience in health insurance clinical program optimization
  • Experience leading cross-functional teams, both directly and indirectly, with proven ability to develop junior staff
  • Ability to apply innovative thinking to solve complex client challenges
  • Strong ability to create, build and leverage relationships and effectively interface with executive-level client leadership
  • Strong analytical skills - comfortable using Excel for data analysis with understanding of advanced analytic approaches
  • Excellent listening, presentation, and written and verbal communication skills
  • Effective time management skills; ability to prioritize, delegate and meet deadlines
  • Ability to contribute as a leader in a fast-paced, entrepreneurial, team-based environment
  • Excellence and innovations are at the heart of UPMC; therefore talented and ambitious people who inspire and deliver change are highly desirable.


Qualities include:

  • Demonstrated high level of entrepreneurship and creativity while managing conflicting priorities
  • Possess a broad network and relationships with decision makers in the relevant sectors on both the payer and provider businesses of UPMC
  • Ability to problem-solve and quickly process complex information and present it clearly and simply to different audiences
  • Consistently deliver exceptional results, great ideas and add value
  • Are curious, willing to push themselves and want to learn

    Licensure, Certifications, and Clearances:
    UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $0 to $0

Union Position: No

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