Reporting to the Senior Director of Quality and Regulatory, the Program Coordinator (Quality) serves as an integral part of the quality team by coordinating and supporting NHPCO’s quality programs such as Quality Connections and Project ECHO, as well as NHPCO’s Performance Measures including Measures of Excellence (MOE), the Evaluation of Grief Support Services survey (EGSS) and the Survey of Team Attitudes and Relationships (STAR). Other duties include providing technical support to provider members, coordinating quality reports, updating, and maintaining website content, preparing member tools and resources, participating in NHPCO’s Quality and Standards Committee and providing overall administrative assistance to the quality team.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Quality Connections Program
Provides general administrative and operations support along with communication efforts for Quality Connections program.
Assists Quality and Program Management Specialist with all components of Quality Connections program.
Tracks and updates Quality Connections data elements to ensure accurate reporting of outcomes through website platform and database.
Gathers partner feedback for quality team.
Serves as technical contact for inquiries; triages and ensures all inquiries and requests for assistance are handled promptly.
Performance Measurement Products
Provides technical support to internal customers and provider members related to data collection initiatives, resources for statistical information, data collection processes, the production, distribution, and maintenance of on-going reports.
Assists provider members with login credentials and basic navigation within Qualtrics survey tool.
Collaborates with quality team on measurement product development and maintenance.
Assists with the creation and revision of support materials, data collection systems, and internal departmental processes.
Serves as liaison between survey vendor(s) and NHPCO staff.
Stays current and implements improvements when new survey features become available.
Identifies needs for provider members and assists to create communications to distribute to members.
Supports logistical management of the department through website review/revision and the creation of education materials related to measurement tools.
Project ECHO Program
Serves as administrative support for NHPCO’s Project ECHO program.
Serves as a liaison between hub facilitators and spoke participants by providing technical assistance, coordinating/facilitating information flow, and serving as overall administrative and operational support to hub and spoke participants.
Completes required data submissions to iECHO.
Other General Duties
Serves as administrative support for the Quality and Standards Committee including scheduling, compiling monthly minutes, and keeping roster information up to date.
Extracts, organizes, and prepares Quality and Regulatory Assistance data to determine trends.
Updates CMS HQRP website content as directed.
Responsible for updating Quality Reporting pages of NHPCO website.
Provides prompt technical support regarding quality related issues to internal and external stakeholders.
Coordinates the distribution of tools and resources for quality, compliance, and regulatory issues.
Collaborates with quality team to develop strategic program goals and detailed plans for accomplishing priorities.
Collaborates with NHPCO’s Diversity Initiative.
Serves as support staff for projects and events including scheduling departmental meetings, recording meeting minutes, exhibiting at NHPCO-sponsored events and other related tasks.
Competencies To perform the job successfully, an individual should demonstrate the following competencies:
Excellent customer service and interpersonal skills and the ability to handle customer service issues in prompt and timely manner.
Comfortable using or learning technology, systems, and data.
Respectfully listens to ideas, opinions and concerns of others while working in a team environment.
Ability to set priorities, meet deadlines and accomplish multiple assignments, priorities, and projects simultaneously with a minimum of direction and in an accurate, timely manner.
Ability to utilize analytical skills and a broad understanding of the organization to effectively interpret and anticipate department needs.
Ability to exercise initiative, judgment, and discretion in performing various administrative functions.
Ability to detect problems, recognize important information, and link various data; to trace potential causes and look for relevant details.
Excellent verbal and written communication.
Sets high quality standards and strives for continuous improvement.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience Bachelor’s degree preferred, along with at two to four years of experience in an office, administrative support/customer service role or similar administrative functions; or an equivalent combination of education, training, and experience. Experience in a non-profit or association environment preferred.
Computer Skills To perform this job successfully, an individual should be proficient in the Microsoft Office suite and have extensive experience in computer-based membership database systems, WordPress, survey tools (Qualtrics preferred), and proficient in internet search engines.
NHPCO is an equal opportunity employer. We welcome applications from all individuals, regardless of race, color, national origin, gender, age, physical characteristics, social origin, disability, religion, family status, pregnancy, sexual orientation, gender identity, gender expression, disability, veteran status or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.
About National Hospice and Palliative Care Organization
As the leading organization representing hospice and palliative care providers, NHPCO works to expand access to a proven person-centered model for healthcare—one that provides patients and their loved ones with comfort, peace, and dignity during life’s most intimate and vulnerable experiences.
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.