Education & Patient Experience Program Manager

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Hours per Pay Period:

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Current Bay Area Hospital Employee:If you are a current Bay Area Hospital employee, please apply through the Workday internal career site.

The future looks bright at Bay Area Hospital, and we are always searching for quality people to join our team. We offer a great atmosphere, competitive pay, a wide array of benefits, and many growth opportunities for our employees.

Job Description:

EXPECTATION FOR ALL EMPLOYEES

Support the organization’s mission, vision and values by adhering to the behavioral standards of Bay Area Hospital. Comply with all laws and regulations affecting Bay Area Hospital. Be familiar with and adhere to the Bay Area Hospital Code of Conduct and Compliance Program. Effective communication skills and the ability to work effectively with people from various backgrounds are critical.

POSITION SUMMARY

Develops, coordinates, implements, and improves hospital-wide programs for staff education, HealthStream learning management, CPR/BLS certification, clinical competency, and patient experience. 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.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Develops and coordinates hospital-wide educational programs based on organizational needs, regulatory requirements, patient safety priorities, and identified competency gaps.
• Partners with department leaders to identify learning needs and develop department-specific education and competency programs.
• Coordinates new-hire, annual, and ongoing education requirements, educational calendars, and continuing education and professional development opportunities.
• Maintains education attendance, completion, and competency records; evaluates educational effectiveness and identifies opportunities for improvement.
• Serves as the primary HealthStream administrator and resource; builds, assigns, maintains, and monitors courses, curricula, learning plans, and compliance assignments.
• Maintains accurate electronic education records and generates completion and compliance reports; communicates outstanding requirements to employees and leaders.
• Reviews HealthStream content and assignments for currency and relevance; troubleshoots system issues and provides training and support to staff and managers.
• Collaborates with leadership, Information Technology, and Human Resources to optimize learning management processes and system use.
• Coordinates CPR/BLS education and certification programs, including training requirements, classes, instructors, schedules, equipment, and materials.
• Ensures CPR/BLS training follows applicable American Heart Association or other organizational standards; maintains certification records, monitors expiration dates, and communicates renewal requirements.
• Partners with clinical leaders to support emergency response education, mock events, and resuscitation competency initiatives that improve staff readiness.
• Coordinates hospital-wide patient experience initiatives and analyzes patient experience data, comments, feedback, and trends to identify improvement opportunities.
• Collaborates with leaders and frontline staff to develop and implement patient experience action plans; tracks progress and communicates outcomes to leadership.
• Coordinates education on communication, service excellence, customer service, service recovery, and patient-centered care; promotes dignity, respect, responsiveness, and patient engagement.
• Facilitates patient experience meetings, educational sessions, interdisciplinary workgroups, and improvement activities as assigned.
• Monitors education and competency requirements related to regulatory and accreditation standards; maintains compliance documentation and supports surveys and audits.
• Collaborates with Quality, Risk Management, Infection Prevention, Human Resources, Nursing, and other departments to identify compliance gaps and coordinate corrective actions with department leaders.
• Develops and maintains program policies, procedures, workflows, and resources; establishes goals, timelines, performance measures, and improvement strategies.
• Prepares leadership reports, dashboards, and presentations; manages multiple projects, advises staff and managers on assigned programs, and improves processes to reduce duplication and support operational efficiency.
• Performs other duties as assigned.

SKILLS AND ABILITIES

• 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.

EDUCATION/CERTIFICATIONS/LICENSES/DEGREES

• Bachelor’s degree in Nursing required.
• American Heart Association Healthcare Provider Basic Life Support (BLS) required
• Healthcare-related master’s degree preferred.
• Current CPR/BLS Instructor certification or experience managing a CPR/BLS program preferred.

EXPERIENCE

• Experience in healthcare education, staff development, program management, patient experience, quality improvement, or a related healthcare leadership role required.
• Experience administering HealthStream or a comparable learning management system preferred.
• Experience coordinating hospital-wide education or competency programs preferred.
• Experience with patient experience programs and patient satisfaction data preferred.
• Experience with accreditation, regulatory compliance, healthcare quality programs, and quality improvement methodologies preferred.

GENERAL INFORMATION

Union Affiliation: None

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and job skills required.

Physical/Mental/Environmental Requirements

• Works in office, classroom, and hospital department settings.
• Uses computers and electronic systems for education administration, data analysis, recordkeeping, and reporting.
• Sits, stands, walks, and moves between departments to coordinate programs, training, and improvement activities.
• Coordinates training equipment and materials appropriate to assigned educational programs.
• Maintains attention to detail, concentration, and sound judgment while managing multiple projects and deadlines.
• Communicates effectively with individuals and groups during training, presentations, meetings, and interdisciplinary collaboration.

EXPECTATION FOR ALL EMPLOYEES

Support the organization’s mission, vision and values by adhering to the behavioral standards of Bay Area Hospital. Comply with all laws and regulations affecting Bay Area Hospital. Be familiar with and adhere to the Bay Area Hospital Code of Conduct and Compliance Program. Effective communication skills and the ability to work effectively with people from various backgrounds are critical.

POSITION SUMMARY

Develops, coordinates, implements, and improves hospital-wide programs for staff education, HealthStream learning management, CPR/BLS certification, clinical competency, and patient experience. 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.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Develops and coordinates hospital-wide educational programs based on organizational needs, regulatory requirements, patient safety priorities, and identified competency gaps.
• Partners with department leaders to identify learning needs and develop department-specific education and competency programs.
• Coordinates new-hire, annual, and ongoing education requirements, educational calendars, and continuing education and professional development opportunities.
• Maintains education attendance, completion, and competency records; evaluates educational effectiveness and identifies opportunities for improvement.
• Serves as the primary HealthStream administrator and resource; builds, assigns, maintains, and monitors courses, curricula, learning plans, and compliance assignments.
• Maintains accurate electronic education records and generates completion and compliance reports; communicates outstanding requirements to employees and leaders.
• Reviews HealthStream content and assignments for currency and relevance; troubleshoots system issues and provides training and support to staff and managers.
• Collaborates with leadership, Information Technology, and Human Resources to optimize learning management processes and system use.
• Coordinates CPR/BLS education and certification programs, including training requirements, classes, instructors, schedules, equipment, and materials.
• Ensures CPR/BLS training follows applicable American Heart Association or other organizational standards; maintains certification records, monitors expiration dates, and communicates renewal requirements.
• Partners with clinical leaders to support emergency response education, mock events, and resuscitation competency initiatives that improve staff readiness.
• Coordinates hospital-wide patient experience initiatives and analyzes patient experience data, comments, feedback, and trends to identify improvement opportunities.
• Collaborates with leaders and frontline staff to develop and implement patient experience action plans; tracks progress and communicates outcomes to leadership.
• Coordinates education on communication, service excellence, customer service, service recovery, and patient-centered care; promotes dignity, respect, responsiveness, and patient engagement.
• Facilitates patient experience meetings, educational sessions, interdisciplinary workgroups, and improvement activities as assigned.
• Monitors education and competency requirements related to regulatory and accreditation standards; maintains compliance documentation and supports surveys and audits.
• Collaborates with Quality, Risk Management, Infection Prevention, Human Resources, Nursing, and other departments to identify compliance gaps and coordinate corrective actions with department leaders.
• Develops and maintains program policies, procedures, workflows, and resources; establishes goals, timelines, performance measures, and improvement strategies.
• Prepares leadership reports, dashboards, and presentations; manages multiple projects, advises staff and managers on assigned programs, and improves processes to reduce duplication and support operational efficiency.
• Performs other duties as assigned.

SKILLS AND ABILITIES

• 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.

EDUCATION/CERTIFICATIONS/LICENSES/DEGREES

• Bachelor’s degree in Nursing required.
• American Heart Association Healthcare Provider Basic Life Support (BLS) required
• Healthcare-related master’s degree preferred.
• Current CPR/BLS Instructor certification or experience managing a CPR/BLS program preferred.

EXPERIENCE

• Experience in healthcare education, staff development, program management, patient experience, quality improvement, or a related healthcare leadership role required.
• Experience administering HealthStream or a comparable learning management system preferred.
• Experience coordinating hospital-wide education or competency programs preferred.
• Experience with patient experience programs and patient satisfaction data preferred.
• Experience with accreditation, regulatory compliance, healthcare quality programs, and quality improvement methodologies preferred.

GENERAL INFORMATION

Union Affiliation: None

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and job skills required.

Physical/Mental/Environmental Requirements

• Works in office, classroom, and hospital department settings.
• Uses computers and electronic systems for education administration, data analysis, recordkeeping, and reporting.
• Sits, stands, walks, and moves between departments to coordinate programs, training, and improvement activities.
• Coordinates training equipment and materials appropriate to assigned educational programs.
• Maintains attention to detail, concentration, and sound judgment while managing multiple projects and deadlines.
• Communicates effectively with individuals and groups during training, presentations, meetings, and interdisciplinary collaboration.

Compensation Grade:

Compensation Grade Profile:

Bay Area Hospital is an Equal Opportunity Employer.

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