Customer Service and Support, Education and Training, Meetings/Expositions/Events
4 Year Degree
Provides administrative expertise and support for multiple aspects of NHPCO’s education department including conferences, online learning, LMS administration, continuing education, webinars, website, registration and signature education programs. Provides administrative support for the Professional Education Committee, subcommittees and for the professional development team.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Provides excellent customer service to internal and external clients, focusing on timely responses to requests, attention to detail and a service excellence approach to all duties.
Logs into, manages and responds to incoming calls on the education queue within 24 hours and ensures coverage during expected absences.
Responds to member and non-member requests and provides needed information and/or referral to other staff and/or outside organizations within 24 hours.
Evaluates processes for quality improvement.
Works on a variety of tasks simultaneously, prioritizing in collaboration with other team members and meeting deadlines as assigned.
Maintains administrative procedures document that details processes for education team.
Provides clerical support for the education team as needed.
General Education and Professional Development
Keeps up to date with all professional development offerings and provides information/answers questions for all internal and external customers.
Serves as an active member of the professional development team, answering member questions, updating database records and routing calls to appropriate staff members.
Coordinates the work of NHPCO’s Professional Education Committee and subcommittees as well as ad hoc work groups that may be created, including scheduling meetings and taking minutes, and acts as communication liaison between members to ensure efficient and accurate workflow.
Prepares evaluation summaries for all educational programs/activities and ensures professional development staff, faculty, and appropriate others receive the information.
Reviews, updates and ensures the completeness and accuracy of all information posted on NHPCO’s webpages related to professional development/education.
Serves as LMS administer assisting LMS vendor and participants and validating content.
Partnering with the Director, Education to coordinate the bi-annual Needs Assessment updating, distributing and summarizing the results.
Perform LMS Administrator duties to ensure proper site functionality and serves as the primary contact for faculty and students.
Troubleshoots and problem solves all technical aspects of the LMS, ensuring issues are identified and solved in a timely manner.
Orients faculty to site, navigation and function.
Collaborates with site vendor on updates as required and provides ongoing site maintenance.
Reports on course completion to ensure participations receive timely CE records.
Works with Solutions and Web staff to set up or sunset courses.
Works with Education Director to:
Support content experts, course designers, LMS vendor, NHPCO staff, faculty and other invested/involved parties to ensure exceptional service.
Executes on course calendar and course revision calendar.
Develop timelines that reflects plans for course development/launching and meets agreed upon deadlines, appraising supervisor of any barriers to meeting deadlines.
Ensures E-OL course evaluations are compiled and distributed, identifying trends and needs for additional courses, revisions, etc. Creates course evaluation grid for comparison.
Transition content from conferences or webinars to the LMS.
Coordinates administrative and logistical aspects of NHPCO’s Webinar series including:
Scheduling in platform (Zoom), reviewing and editing website information, managing logistics during webinar; including creating zoom polls, preparing handouts, sending participant registration confirmation/login information (and sharing information with Solutions Team), processing evaluations and CE/CME certificates.
Faculty: Scheduling and leading orientation/rehearsal, sharing login information, verifying disclosures are received, processing honoraria payments, sending thank you notes and evaluations.
Continuing Education/Continuing Medical Education
Supports the credit process for all education activities and assists with preparation of materials for accreditation reviews.
Provides administrative support for reaccreditation efforts. Assisting with CE/CME applications, statistics and reports as assigned and that they are submitted per requirements and that credit is awarded appropriately.
Prepares monthly and yearly reports for CE/CME credit received for all NHPCO and joint providership and collaborative offerings.
Resolves discrepancies in CE/CME credit awarded with attendees as needed.
Publishes information, coordinates and issues certificates in LMS; supports conference evaluation system as needed with certificates.
Shares information with faculty related to CE/CME.
Supports Conference Planning Committees collecting disclosures and review choices.
Supports any plans for online learning on-site (session recordings, faculty interviews, etc.)
Manages space for education committee meetings.
Mobile App: Assists with content updates (graphics, support, alerts)
Conference Timeline: collaborates with education, meetings, and registration staff on development of timeline.
Serves as secondary staff resource for online abstract management system supporting, if needed with the call for proposals, faculty notifications, program updates and mobile app.
Coordinates conference preparation with education team, including assisting with copying, packing, organizing materials and related duties.
Serves as resource liaison for staff and attendees.
Supports Education Director with on-site session facilitators; provides materials in advance and support onsite.
Assists with reviewing conference materials for completion and accuracy.
Coordinates reporting of all evaluation information related to conferences, including evaluation results to faculty, updating “trending” reports and related documents.
Reviews CE/CME documentation to ensure accuracy of information prior to posting.
NHPCO Signature Programs
Supports all aspects of NHPCO’s Signature Programs offered virtually, via the LMS, at NHPCO conferences and regional locations. Working with staff, regional reps, faculty and site coordinators to ensure a successful offering (e.g., providing all needed materials, testing and monitoring remote connections to identify and solve technical problems in advance, ensuring payments are made).
Coordinates with Education Director and faculty to ensure module information is accurate, complete and up to date, making revisions as approved by program planners.
The Hospice Manager Development Program: Verifies the courses needed for Completion of Levels I and II and distributes certificates upon successful completion.
Competencies To perform the job successfully, an individual should demonstrate the following competencies:
Ability to establish and maintain excellent customer service relationships with members and staff; demonstrated ability to work on several projects simultaneously; ability to complete word processing, data entry and LMS duties and other functions with accuracy and efficiency; excellent communication skills (verbal and written composition); ability to work as part of team; ability to follow instructions; ability to work independently; ability to take initiative; able to work well under pressure; able to complete assignments effectively and accurately; detail-oriented; ability to problem solve independently, specifically related to member databases issues.
Qualifications: High school diploma required, Bachelor’s degree preferred, along with five years in a membership organization or association. Demonstrated experience in a responsible administrative position with extensive customer service experience and LMS experience. To perform this job successfully, an individual should have the ability to utilize all information technology to maximum efficiency, including (but not limited to) Microsoft Word, Excel, PowerPoint, Sharepoint, Zoom, LMS, Abila/netFORUM and related organizational software programs.
About National Hospice & Palliative Care Organization
Who We Represent
Founded in 1978, the National Hospice and Palliative Care Organization is the nation’s largest membership organization for providers and professionals who care for people affected by serious and life-limiting illness. Its broad community of members includes local hospice and palliative care providers, networks serving large regions of the United States, and individual professionals.
Based in the Washington D.C. metropolitan area, NHPCO represents the interests of its members and the general public with legislative advocacy that helps to enhance and expand access to care that addresses holistic health and the well-being of communities. With a staff of experts available to personally guide members through nearly every consideration or business challenge—NHPCO’s team is always there with timely and pragmatic support.
How We Serve & Lead
NHPCO gives ongoing inspiration, practical guidance, and legislative representation to hospice and palliative care providers so they can enrich experiences for patients and ease caregiving responsibilities and emotional stress for families. By providing its members with the essential tools they need to stay current with leading... practices, understand policy changes, and improve their quality of care, NHPCO addresses the challenges that providers navigate on a daily basis and offers a wealth of expert knowledge and step-by-step solutions to fill the gaps.
Thousands of healthcare professionals and volunteers in the NHPCO community choose to dedicate themselves to caring for people with serious and life-limiting illnesses because they are skilled in offering compassion and support, are called to serve the whole person, and believe in care without barriers. NHPCO champions these shared values and advances the mission-driven, person-centered and community-oriented model that its members use. By continually demonstrating how this integrated model works and improving on its efficacy, NHPCO positions the field of hospice and palliative care to serve as a beacon for other areas of medicine and caregiving.
Mission – To lead and mobilize social change for improved care at the end of life.
Vision – A world where individuals and families facing serious illness, death, and grief will experience the best that humankind can offer.
Values – NHPCO Believes in:
Service: Engaging Customers
Respect: Honoring Others
Excellence: Exceeding Expectations
Collaboration: Fostering Partnerships
Stewardship: Managing Resources
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