The Education Coordinator/Specialist-Events and Marketing will support NAHQ’s annual events programming and provide administrative support to NAHQ’s marketing department. This role assists team members by coordinating speaker and faculty management and general learner support for live and virtual events which include: NAHQ NEXT, National Healthcare Quality Summit, Healthcare Quality Week, and other program & event services. This role is responsible for all technology functions related to events including LMS management, product set up and testing and integration of systems. This role supports the marketing team with digital media functions such as email automation, video asset development and social media account management as well as other marketing related activities such as exhibit management, career center oversight and management and member testimonial collection and management. This role is objective focused, proactively raises program/event & customer service issues to leadership and concentrates on customer feedback to recommend opportunities for improvement.
ESSENTIAL FUNCTIONS
Event Speaker Management (50%)
Manages speaker acquisition and management to include the “call for abstracts” process, speaker, and poster management, as well as overall communication with instructors/facilitators.
Provides extended guidance, attention, and exceptional customer service to VIP speakers
Produces recordings with speakers/staff for virtual program & event services.
Coordinates scheduling and supporting documentation of sessions.
Provides general learner support to event learners, including helping with ecommerce/registration questions, computer issues interfering with the learners’ ability to complete the programs and events, and general inquiries.
Collaborates with staff, SMEs, and speakers to create, identify, or obtain new content for the website, event platforms, mobile apps, and other communication pieces on an ongoing basis.
Provides operational and administrative support for activities such as scheduling meetings, travel arrangements, routing telephone calls to proper individuals, and disseminating information to staff, members, committees, and constituents.
Assists product owner in program & event service plus delta activities to make recommendations for improvement.
Program and Event Service Technology Operations (25%)
Responsible for all operational tasks related to technology and event platforms set-up including testing, registration, configuration, integrations, and importing and testing content and systems.
Supports use of the content and course management systems by subject matter experts.
Supports external vendors with event service engagement tools which includes but is not limited to polling, chat functions, mobile apps, etc.
Responsible for writing, testing, and maintaining SOP’s related to tasks/responsibilities.
Manages LMS, evaluations, and credit configuration between systems; includes quality assurance process checks and ongoing monitoring for event product lines.
Other duties as assigned
Marketing Support (25%)
Social media account management and monitoring including approvals, content aggregation, post monitoring, social listening
Database form and list management/exporting
Email layout and automation
Video asset development
Exhibit management
Career center oversight
Member testimonial collection and management
Other duties as assigned
MINIMUM QUALIFICATIONS/EXPERIENCE
Education: Bachelor’s degree in business or related field
Experience: 3-5 years of relevant experience
Experience facilitating group meetings and work directly with content providers.
Experience with full-cycle customer service engagement, from first contact to following up on inquiries or requests
Baseline knowledge of project management process
A strong team player with proven ability to effectively collaborate within and across departments (i.e. IT, Marketing) to achieve departmental and organizational goals.
Strong organizational skills, attention to detail and ability to manage time effectively when managing day to day work and heavier seasonal type work
Customer service minded, with excellent interpersonal, verbal, and written communication skills.
SPECIAL SKILLS/KNOWLEDGE
CRM experience, Salesforce preferred
Learning Management System experience
Webinar platform experience (GoTo, Zoom)
Experience utilizing Social media platforms (Twitter, LinkedIn, Facebook) for business purposes
Intermediate computer proficiency (Internet Explorer, Microsoft Suite-Word, Excel, Powerpoint, Outlook)
Project management software or other data related software experience
Proactivity seeks solutions to overcome challenges
Commitment to continual process improvement, the spirit of innovation and teamwork
Adaptability: demonstrate a willingness to be flexible, versatile, and tolerant in a changing work environment while maintaining effectiveness and efficiency with a prioritized workload.
Behave ethically: understand ethical behavior and business practices and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.
Professionalism: Good judgment, ability to interact with all levels of staff, vendors and customers using appropriate demeanor, appearance and high-level of confidence. Demonstrates honesty, integrity, and authenticity at all times.
Commitment to company values and culture
PHYSICAL, MENTAL DEMANDS/WORKING ENVIRONMENT
Physical
Sitting: The person in this position must be able to remain in a stationary position 80% of the time.
Standing/Walking/Demonstrating: The person in this position must be able to occasionally move about to access files, office machinery or make presentations 20% of the time.
Hands/fingers: The person in this position constantly operates a computer and other office machinery such as printer, copy machine, calculator.
Lifting: Depends on Position – will use proactive safety measures.
Vision: The person in this position will utilize a computer, phone, client interaction tools and software.
Talk/Hear: The person in this position will frequently communicate with others, express oneself, exchange information and answer questions.
Mental
Goal oriented, fast-paced, with a focus on service excellence. Able to handle multiple responsibilities simultaneously.
Travel
Ability and willingness to travel out-of-state and/or overnight for up to 5% annually.
Office Environment
This position is vital to the success of NAHQ and the person must bring, in addition to professional knowledge, a personality well suited to work with numerous individuals (staff, members, vendors, sponsors, etc.). NAHQ is a collaborative, innovative, and open environment that asks its staff to demonstrate ethical behavior and business practices that align with the values of the organization.
NAHQ’s Values: Personal Accountability, Empathy, High Performance, Teamwork, Authenticity/Diversity, Organizational Ownership, Improvement, Service, Adaptability.
NAHQ’s culture is high performance, and high impact, but limits draining behaviors associated with fear of failure, and unproductive competition. Leadership and management teams aim to set and communicate a clear compelling vision. Leaders work to coach, develop, and manage staff to meet organizational goals while also growing personal competencies for continued professional development. A growth and improvement mindset that embodies our daily work and our interactions inside and outside of the organization. NAHQ’s values parlay into a culture that is optimistic, energetic, accountable, and fun.
NAHQ is an equal opportunity (EEO) employer. We hire without regard to age, color, disability, gender (including gender identity), marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by applicable law.
About National Association for Healthcare Quality
Founded in 1976, the National Association for Healthcare Quality (NAHQ) is the only organization dedicated to healthcare quality professionals, defining the standard of excellence for the profession, and equipping professionals and organizations across the continuum of healthcare to meet these standards.
NAHQ offers the only accredited certification in healthcare quality (the CPHQ), extensive educational programming, networking opportunities, and career resources to help our members meet the challenges they face and demonstrate their value.
Healthcare quality professionals are an indispensable part of the healthcare team, and NAHQ is committed to you and your success at all levels, from new quality specialist to experienced executive.
Our Mission: To prepare a coordinated, competent workforce to lead and advance healthcare quality across the continuum of healthcare.
Our Vision: Healthcare quality competencies are recognized and valued as essential.
