NCQA is hiring a Customer Education Analyst! The Analyst supports the overall education lifecycle phases (ADDIE) and performs a variety of complex duties in the Customer Education & Development Unit. This individual is responsible for helping to create a customer focus environment for learners. This individual should work to ensure that customers’ (learners, faculty, program managers, etc) needs are met. Working within the NCQA Learning Management System (LMS) is a major function of this position. This individual is the administrator of the NCQA LMS and is responsible for keeping the system running to ensure the customer finds the system engaging and easy to use.
This position has responsibility for all required responsibilities of the L1 and L2 Customer Education Specialists/Analyst and has responsibility for training and mentoring L1 and L2 Customer Education Specialist / Analyst as needed.Work within the team to complete tasks that will lead to the development of content that encourages the adult learner to take what they have learned and put it into action within their organization to improve the quality of healthcare.
Program Pod Structure:
The education services specialist will serve as an important member of the Customer Education and Development organization working pod structure. The analyst supports both the Senior Program Manager (Pod Lead) and the Program Manager within their pod. As a result, the analyst manages a product portfolio that extends from the pod they support, serving as the operational subject matter expert (SME) for all product education within that portfolio. The pod lead will have day-to-day responsibility for the pods’ assignments and productivity, while performance management will be the responsibility of the Director of Customer Education and Development
Lifecycle Management:
The analyst will provide operational support to the pod throughout the complete educational lifecycle for education offerings from analyzing learner and customer needs, designing, developing, delivering, evaluating, refreshing and iterating to ensure project advancement is up to date, meeting milestones and meeting future needs of the enterprise.
Responsibilities:
System Administration:
Responsibility to manage technology platforms for education enablement to include LMS/CRM management, survey management (survey monkey), Project Management (Smartsheet), Course production (Zoom), as well as management of other technology added in the future. This position will serve as Lead Administrator user in the Learning Management System, responsible for loading content and providing training, reporting and support to internal and external stakeholders and customers. This role involves collaborating with the system vendor to resolve technical issues and maintain security protocols to protect sensitive data and ensure regulatory compliance.
Unit Operations:
Responsible for monitoring, managing and updating the website content, navigating, troubleshooting and performing registration solutions, using the LMS systems and Salesforce. Demonstrate subject matter expertise with the LMS system as the Administrator. Other responsibilities may include processing invoices, faculty management; managing recorded learning modules, management and creation of surveys; maintaining course library with updated content, responding timely to customer cases, Initiates and manages help desk requests to IT department when appropriate and other duties as assigned.
Course, Report Production and Project Management Support:
The position also entails coordinating and management of the preparation of materials for education events, including presentation materials, handouts, setting up hosting platforms and event logistics.
Project Management tasks (planning calls, documentation, notes, workplans, resourcing, roles and responsibilities, budgets/forecasts, activity coordination, logistical tasks based on delivery format, etc..) This work will frequently require meeting attendance to collect needed information to enable independent management and ownership of operational tasks. Conducts quality reviews for customer-facing deliverables.Post-event follow-up tasks will involve documenting attendance, organizing materials, preparing reports, and other duties as assigned.
Stakeholder Engagement and Management:
External: Ensures end users have sufficient guidance for navigating websites. Coordinates and onboards facultyincluding independent management of faculty artifacts, contracts and associated communications.Internal: Ensures coordination with stakeholder departments (e.g., evaluation, product, marketing, etc) to receive and distribute information promptly to enable all aspects of the pod’s operational success.
Continuing Education Support and File Management:
Provide operational support and reporting for, and adhere to the policies and procedures that govern Joint Accreditation and Continuing Education for certifications programs for education course design, development, delivery, evaluation and reporting to ensure programs are in compliance.
Requirements:
- Bachelor's degree or combination of education and experience
- 3+ years of experience as an administrative professional
- 3+ years of webinar/event production experience
- 2+ years of project management experience
- Proficiency with Learning Management Systems, Microsoft Office applications (Word, Excel, PowerPoint), Zoom event set up and delivery
- Strong attention to detail and excellent organization, communication and customer service
- Salesforce experience a plus
Compensation & Benefits:
- For new hires, this position pays in the range of $80,500 - $90K per year, depending on experience.
- This position is eligible for an annual incentive bonus, payable in accordance with policy.
- Click herefor employee benefit information.
NCQA is committed to being an employer of choice and fostering an inclusive culture and workplace.We are an Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesNCQA is a drug free workplace. NCQA recruits, hires, trains and promotes individuals, and administers any and all personnel actions, without regard to race, color, religion, national origin, age, sex, pregnancy, citizenship, familial status, disability status, veteran status, genetic information, or other protected statuses under applicable state and federal laws.NCQA will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
41 CFR 60-1.35(c).
