Education & Patient Experience Program Manager
About The Position
The Education & Patient Experience Program Manager develops, coordinates, implements, and improves hospital-wide programs for staff education, HealthStream learning management, CPR/BLS certification, clinical competency, and patient experience. The role collaborates with hospital leadership, clinical and non-clinical departments, educators, Quality, compliance teams, and external organizations to support employee development, regulatory readiness, clinical preparedness, and patient- and family-centered care. The position coordinates educational programs and competency initiatives, administers HealthStream, oversees CPR/BLS education and certification activities, and organizes patient experience improvement efforts. It monitors education and competency requirements related to regulatory and accreditation standards, supports surveys and audits, and partners with internal departments to address compliance gaps. The manager also develops program policies and resources, tracks goals and performance measures, and prepares reports and presentations for leadership. The role works in office, classroom, and hospital department settings and uses computers and electronic systems for education administration, data analysis, recordkeeping, and reporting. It requires movement between departments to coordinate programs, training, and improvement activities, as well as effective communication and attention to detail while managing multiple projects and deadlines.
Requirements
- Bachelor’s degree in Nursing.
- American Heart Association Healthcare Provider Basic Life Support (BLS).
- Experience in healthcare education, staff development, program management, patient experience, quality improvement, or a related healthcare leadership role.
- Knowledge of healthcare education, competency development, CPR/BLS program coordination, and patient experience improvement.
- Strong knowledge of learning management systems and electronic education tracking.
- Strong organizational, project management, communication, and interpersonal skills.
- Ability to analyze data, identify trends, and develop actionable improvement plans.
- Ability to collaborate with clinical and non-clinical leaders, frontline staff, and external education and certification organizations.
- Ability to manage competing priorities, facilitate workgroups, support change, and meet established deadlines.
Nice To Haves
- Healthcare-related master’s degree.
- Current CPR/BLS Instructor certification or experience managing a CPR/BLS program.
- Experience administering HealthStream or a comparable learning management system.
- Experience coordinating hospital-wide education or competency programs.
- Experience with patient experience programs and patient satisfaction data.
- Experience with accreditation, regulatory compliance, healthcare quality programs, and quality improvement methodologies.
Responsibilities
- Develop and coordinate hospital-wide educational programs based on organizational needs, regulatory requirements, patient safety priorities, and competency gaps.
- Partner with department leaders to identify learning needs and develop department-specific education and competency programs.
- Coordinate new-hire, annual, and ongoing education requirements, educational calendars, and continuing education and professional development opportunities.
- Maintain education attendance, completion, and competency records; evaluate educational effectiveness and identify opportunities for improvement.
- Serve as the primary HealthStream administrator and resource; build, assign, maintain, and monitor courses, curricula, learning plans, and compliance assignments.
- Maintain electronic education records, generate completion and compliance reports, and communicate outstanding requirements to employees and leaders.
- Review HealthStream content and assignments, troubleshoot system issues, and provide training and support to staff and managers.
- Collaborate with leadership, Information Technology, and Human Resources to optimize learning management processes and system use.
- Coordinate CPR/BLS education and certification programs, including training requirements, classes, instructors, schedules, equipment, and materials.
- Ensure CPR/BLS training follows applicable standards; maintain certification records, monitor expiration dates, and communicate renewal requirements.
- Partner with clinical leaders to support emergency response education, mock events, and resuscitation competency initiatives.
- Coordinate hospital-wide patient experience initiatives and analyze patient experience data, comments, feedback, and trends to identify improvement opportunities.
- Collaborate with leaders and frontline staff to develop and implement patient experience action plans, track progress, and communicate outcomes to leadership.
- Coordinate education on communication, service excellence, customer service, service recovery, and patient-centered care.
- Facilitate patient experience meetings, educational sessions, interdisciplinary workgroups, and improvement activities.
- Monitor education and competency requirements related to regulatory and accreditation standards; maintain compliance documentation and support surveys and audits.
- Collaborate with Quality, Risk Management, Infection Prevention, Human Resources, Nursing, and other departments to identify compliance gaps and coordinate corrective actions.
- Develop and maintain program policies, procedures, workflows, and resources; establish goals, timelines, performance measures, and improvement strategies.
- Prepare leadership reports, dashboards, and presentations; manage multiple projects, advise staff and managers, and improve processes.
- Perform other duties as assigned.
Benefits
- Competitive pay.
- A wide array of benefits.
- Growth opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
