Operations Intern

About DrFirst

DrFirst is an innovative Health IT company with a mission to create user-friendly solutions so that doctors can treat their patients quickly, efficiently, and safely. Over 300,000 healthcare professionals, 120,000 prescribers, 67,000 pharmacies, and 60% of the healthcare IT vendors in the market depend on us every day to reduce clinical errors and improve patient outcomes. This is a great opportunity to be a part of a successful Healthcare IT company experiencing significant growth. We have a proven product, brand-name customers, and are backed by leading investors. Here you'll get to work with some of the smartest and most interesting people around; solving unique and complex challenges in healthcare on a scale matched by a few companies. If you get excited about stretching yourself in new ways, developing yourself to your fullest potential, care about working with smart colleagues; we want to talk to you! 

Position Overview

The Operations team seeks an intern to fulfill project requirements related to migrating and enhancing internal training content, transitioning customer-facing documentation to a new marketing-designed template, and organizing all internal support-related SOPs for leadership review.

This is a full-time position that will span over the course of 10 weeks. The program will start Monday, June 3rd and end Friday, August 9th.

Who will love this job

• A self-starter who thrives in a collaborative, fast-paced environment
• A creative problem solver who gets excited about leveraging a variety of resources to create solutions to technical issues
• A team player who is always willing to help the group and enjoys working through challenges with colleagues from other teams within DrFirst
• An enthusiastic learner who embraces the opportunity to learn about new products, technologies, and tools in a continuously evolving environment

What you will work on

• Improve internal training by transitioning training content from NorthPass to Leapsome, facilitating the growth trajectory of Tier 1 and Tier 2 support representatives
• Transfer all customer-facing documentation to a newly designed marketing template
• Conduct an audit of internal support SOPs

Learning Goals

Learn how to effectively utilize the Leapsome platform for accessing training materials, completing assessments, and monitoring progress

Assist in the development and implementation of targeted training programs within Leapsome to enhance support representatives' skills in areas such as customer service, product knowledge, and troubleshooting techniques

Contribute to the expansion of training programs beyond the initial 90 days for Tier 1 representatives to include advanced topics like product and systems training

Participate in collecting feedback from support representatives and staff members to continually enhance training materials and delivery methods

Gain insight into measuring the impact of training programs on key performance indicators (KPIs) such as customer satisfaction and employee retention rates

Understand template design by gaining familiarity with the design principles and elements of the new marketing-designed template, including layout, typography, color scheme, and branding guidelines

Enhance technical proficiency skills by utilizing software tools or platforms required for document creation and formatting

Learn how to organize and structure documents effectively within the new template to enhance readability and accessibility for customers

Acquire skills in migrating content from the old template to the new template while ensuring accuracy, consistency, and alignment with branding guidelines

Understand the importance of quality assurance processes in document migration, including proofreading, formatting checks, and version control to maintain document integrity

Practice effective communication and collaboration with team members, stakeholders, and subject matter experts to gather feedback, address concerns, and ensure alignment with project goals

Learn how to gather feedback from stakeholders and end-users on the migrated documentation and use this feedback to iterate and improve the documentation further

Gain a comprehensive understanding of what SOPs are, their importance in maintaining operational consistency, and their role in supporting internal support functions

Learn how to systematically gather and organize SOPs from various sources, including digital repositories, shared drives, and individual team members, to create a centralized repository for easy access and review

Understand the process of revising and updating older SOPs, including the importance of involving leadership in reviewing and approving changes to ensure alignment with current best practices and organizational goals

Acquire basic project management skills, including task prioritization, time management, and progress tracking, to effectively manage the gathering, organization, and revision of SOPs within specified timelines

Qualifications

• Currently enrolled in or possessing a degree in Instructional Design, Technical Writing, English, Communications, Journalism, or a related field
• Successful completion of the Criteria Cognitive Aptitude Assessment with a passing score
• Ability to work a minimum of 40 hours per week
• Demonstrates proficiency in writing, with a keen eye for grammar, spelling, and punctuation
• Capable of crafting clear, concise, and accurate content
• Meticulous attention to detail is imperative for maintaining precision and consistency across documentation
• Familiarity with document creation tools such as Microsoft Word, Google Docs, or Adobe Acrobat
• Knowledgeable in markup languages like Markdown or HTML
• Effective collaboration skills
• Strong verbal and written communication abilities to gather information and clarify requirements effectively
• Capacity to juggle multiple tasks and meet deadlines concurrently. Organizational prowess and adept time management skills
• Flexible and receptive to learning new tools and methodologies

Physical Requirements

100% remote