Customer Experience Program Training and Quality Coordinator

Bring Your Possibilities to Fairview 

At Fairview, we believe in the power of possibility — within ourselves, our teams, and the communities we serve. We believe that leadership isn’t just a title — it’s a mindset we all share. Whether you’re providing hands-on care, innovating behind the scenes, or supporting those who do, your work matters. 

Fairview is looking for a Customer Experience Program Training and Quality Coordinator to be based out of our University Park location in St. Paul, MN.  This is a full time (1.0 FTE) benefit eligable position that is MOBILE, meaning that this role does have the ability to work from home, but also has an onsite work requirement. 

The Customer Experience Program Training and Quality Coordinator is responsible for developing and designing training solutions to ensure leader access to and knowledge of experience data for the system. This position is responsible for maintaining training to include upgrades and updates to applications, department policies, workflows, and customer feedback in pursuit of the most effective ways to deliver updated information to CX partners, pacesetters, and leadership throughout the system. In addition, evaluates course offerings and resolves barriers to learning. The coordinator will also design, implement, and maintain quality programs focused on embedding trained technical and soft skills, consisting of periodic quality management reviews.

Responsibilites:

• Partners with Customer Experience team members, Pacesetters, and all levels of leadership across the system to connect them to resources and improve and implement new tools and training 
• Provides onboarding and training to ops leaders to develop capability and proficiency in accessing patient experience data and service alerts for leaders' areas of responsibility.
• Creates, improves, and sends standard reoccurring communications such as service alerts and NRC access
• Serves as the main point of contact for customers and other departments while creating and maintaining strong, positive relationships with support departments.
• Design, implement, and maintain a Quality Program focused on embedding trained technical and soft skills, consisting of periodic quality management reviews. The Training and Quality Coordinator will work with all levels of leadership to identify and improve training needs, develop new curricula and maintain quality programs.
• Manages, actively supports, and leads Customer Experience projects, standards development, and improvement efforts while actively seeking opportunities to improve by incorporating feedback and observations from customer interactions
• Manages, drives, and owns individual projects and meetings related to team core processes and standards and provides direction to internal team members and leaders regarding themes and additional areas of opportunity
• Serves as the front door for the team by managing the intake of requests for the Customer Experience program and services and exemplifies excellent service and relationship building
• Triage incoming communication to the Customer Experience team and support resolution of requests, and set the standards for managing and improving the department email and calendar
• Knowledge of internal standards, resources, data, and projects to be able to connect leaders effectively
• Facilitates training for leaders and team members, such as "Introduction to NRC" and others as assigned
• Manages NRC account access for all leaders using NRC
• Responsible for Customer Experience internal and external SharePoint design, content updates, and accessibility, in alignment with team strategy and partnership with communications
• Develops training solutions that incorporate a variety of methods for effective delivery.
• Updates training to incorporate upgrades and updates to system applications, department policies, and workflows and develops practical ways to deliver upgrade/update information to pacesetters, leaders, and team members.
• Evaluates course offerings and resolves barriers to learning
• Ensures curriculum meets the needs of all stakeholders
• Works collaboratively with all levels of leadership to identify training needs and develop/update curriculum
• Teaches/facilitates classes, both in person and virtually
• Responsible for maintaining knowledge management tools and ensuring the most up-to-date information and processes are reflected

Required Qualifications

• B.S./B.A. in healthcare education design or business or related field or equivalent combination of education and/or experience. 
• 5 years experince in a healthcare setting
• Experience coordinating and facilitating training programs, developing, and improving standards
• Knowledge and confidence in supporting and interacting with leaders at all levels
• Expertise using Microsoft suite of programs

Preferred Qualifications

• M.A./M.S. in Instructional Design and Education 
• Experience supporting or leading healthcare operations
• Experience with process improvement and lean methodology
• Knowledge of NRC or other survey software