Customer Experience Education Specialist

Description

Shape the Future of Patient Experience Through Education!

MercyOne is seeking a creative, strategic, and passionate Regional Patient Experience Education Specialist to design impactful learning experiences that inspire exceptional patient care across our ministries.

What You'll Do

• Instructional Design & Content Development

  • Create and develop comprehensive patient experience education programs, including instructor-led training, e-learning modules, microlearning, and educational toolkits.
  • Create engaging multimedia learning content, including videos, interactive learning modules, and digital resources.
  • Translate patient experience data, feedback, and strategic priorities into practical learning solutions.
  • Apply adult learning principles and instructional design best practices to maximize learner engagement and retention.
  • Ensure all educational materials align with MercyOne's Mission, Values, and service excellence standards.

• Digital Learning & Technology

  • Utilize Microsoft 365 and learning management platforms to deploy, manage, and evaluate education initiatives.
  • Develop video-based learning content, including scripting, recording, and editing.
  • Create scalable and accessible learning solutions that support multiple MercyOne ministries.
  • Design, develop, and maintain the Customer Experience SharePoint site and educational resource hub.

• Education Strategy & Innovation

  • Partner with patient experience leaders to identify organizational learning needs.
  • Develop standardized education programs while supporting local ministry customization.
  • Research emerging learning technologies, instructional design trends, and healthcare experience best practices.
  • Introduce innovative learning strategies such as storytelling, microlearning, simulations, and interactive experiences.

• Program Evaluation & Continuous Improvement

  • Measure program effectiveness through learner feedback, data analysis, and patient experience outcomes.
  • Continuously improve content and delivery methods based on organizational needs and performance metrics.
  • Leverage analytics and reporting tools to optimize learner engagement and education outcomes.

• Collaboration & Consultation

  • Serve as a learning design consultant for leaders and departments developing patient experience initiatives.
  • Partner with clinical, operational, and human resources teams to ensure educational alignment across the organization.
  • Support leaders in integrating patient experience standards into daily workflows through education.

Required Qualifications

• Bachelor's degree in Instructional Design, Education, Organizational Development, Healthcare Administration, Communications, Learning & Development, or a related field.
• Experience designing, developing, and delivering educational content, curriculum, training programs, or learning solutions.
• Strong written, verbal, presentation, and project management skills.
• Ability to manage multiple projects and priorities while meeting deadlines.
• Strong relationship-building and collaboration skills with stakeholders at all levels of the organization.
• Demonstrated ability to influence change and drive engagement through education.

Preferred Qualifications

• 3-5 years of experience in instructional design, learning and development, education program development, organizational development, patient experience, or healthcare education.
• Experience developing digital learning content, e-learning modules, microlearning, and multimedia training materials.
• Experience with Microsoft 365, SharePoint, Learning Management Systems (LMS), and digital collaboration tools.
• Experience with video production, editing, and learning technology platforms.
• Knowledge of adult learning theory, instructional design methodologies, and curriculum development.
• Healthcare, patient experience, customer experience, or service excellence experience preferred.
• Experience analyzing survey results, dashboards, and performance data to create targeted education interventions.