NAHQ Employment Opportunities

We're Hiring


Founded in 1976, the National Association for Healthcare Quality (NAHQ) is the only organization dedicated to the dynamic healthcare quality profession, defining the standard of excellence for the profession, and equipping professionals and organizations across the continuum of healthcare to meet these standards.

NAHQ has a high performance and supportive work culture that offers best in class service to NAHQ’s constituents and to one another. Strong candidates who thrive in an innovative and optimistic workplace will find their place at NAHQ. Please send your resume to This email address is being protected from spambots. You need JavaScript enabled to view it. indicating NAHQ and the position title in the subject line.

We're looking for team members to fill the following positions: 

Director, Marketing and Customer Experience

The Director of Marketing and Customer Experience will provide oversight of: customer experience; recruitment/retention; market development; marketing strategy; volunteer management; business development related to education and content licenses; and B2B/institutional sales. This critical role will develop, facilitate and manage all product initiatives to meet the needs of the organization.

ESSENTIAL FUNCTIONS

  • Oversight of overall marketing and customer experience to include Web/LMS/AMS; Membership/Certification
  • Leads and directs staff around ownership and accountability of full product life-cycle from development to implementation and renewal needs
  • Ensures that all initiatives have a developed marketing strategy, plan, and benchmarks
  • Supports Market Development and Marketing Strategy
  • Prepares and monitors project and marketing budgets
  • Works with staff on program publicity, the development of all printed and online education materials, including brochures, guides, worksheets, and flyers
  • Assists the CEO/Executive Director in the development of annual operating plans, strategic plan, committee directives, and budget for the association
  • Represents the organization in public venues as needed.

OTHER RESPONSIBILITIES

As assigned.

MINIMUM QUALIFICATION OR EXPERIENCE

Education: Bachelor’s Degree in Marketing, Business, or related field with preferably a MBA, or related area.

Experience: 5-8 years of progressive experience in a non-profit organization include managing, designing and implementing marketing strategies and initiatives, as well as customer experience analysis and initiatives, preferably in a healthcare or non-profit setting.

Supervisory experience required. Broad based experience in individual and team-oriented decision-making.

Licensure or Certification: CAE preferred.

SPECIAL SKILLS/EQUIPMENT

    • Knowledge of leadership and management principles as they relate to non-profit/ voluntary organizations
    • Strong marketing expertise
    • Knowledge of project management
    • Knowledge of customer relations/member relations management systems
    • Prepares and monitors project and marketing budgets
    • Works with staff on program publicity, the development of all printed and online education materials, including brochures, guides, worksheets, and flyers
    • Assists the CEO/Executive Director in the development of annual operating plans, strategic plan, committee directives, and budget for the association
    • Represents the organization in public venues as needed.
    • This position should demonstrate competence in some or all of the following:
      • Adaptability: Demonstrate a willingness to be flexible, versatile and/or tolerant in a changing work environment while maintaining effectiveness and efficiency.
      • Behave Ethically: Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.

Education and Programs Manager

The Education and Programs Manager will provide direct oversight for designing, implementing, and measuring educational programming. This position will be responsible for the development, coordination, and execution of new and existing educational offerings to include workshops, seminars, webinars, annual conference educational sessions, and e-learning initiatives. The position will also have oversight in the following: Career Resources, Learning Labs & Industry Insights (Webinars), and Certified Professional in Healthcare Quality (CPHQ) Prep. This role will develop, facilitate and manage all assigned initiatives to meet the needs of the organization, board, committees, members, certificants, constituents, etc.

ESSENTIAL FUNCTIONS

This individual will serve as an education and learning staff expert in researching, and designing learning opportunities.

  • Responsible for the development, execution and evaluation of workshops, seminars, webinars, and e-learning initiatives. Responsibilities include but are not limited to preparation of program materials; faculty recruitment; writing program description learner objectives; marketing material in collaboration with brand managers and fostering adult learning techniques; delivery of the program; and program evaluation.
  • Implements project plans; monitors, assesses and communicates program performance to goals; manages vendor alliances and partnerships; ensures programs operate within established budgets.
  • Evaluates program effectiveness in relationship to attendee/learner satisfaction and revenue generation.
  • Develops project budgets for each educational offering; responsible for bottom-line accountability of educational activities.
  • Builds professional rapport with key stakeholders to develop education content (committees, volunteer members, consultants and vendors).
  • Works with staff on program publicity, the development of all printed and online education materials, including brochures, guides, worksheets, and flyers
  • Manages and develops programming for mission critical initiatives such as Career Resources, Learning Labs & Industry Insights, CPHQ Prep, and customized content/programming across various healthcare settings.
  • Represents the organization in public venues.

OTHER RESPONSIBILITIES

As assigned.

MINIMUM QUALIFICATION OR EXPERIENCE

Education: Bachelor’s degree required; preferably in Education or a related field.

Experience: 5+ years of experience in:

Management and administration of professional education programs including curriculum development, online learning.

Project management

Adult learning principles.

Proven experience in designing, planning and delivering educational programming across content delivery methods including live and online preferably in an association.

Individual and team-oriented decision-making.

SPECIAL SKILLS/EQUIPMENT

  • Knowledge in the following areas:
    • Education processes with an emphasis on mastering details of virtual education.
    • Project management conception/scoping, team work, creating operational plans, attention to detail, strong organizational skills, embraces learning and change.
    • Adult learning expertise and methods.
    • Leadership and management principles as they relate to non-profit/ voluntary organizations.
  • Computer experience with Internet Explorer, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Project Management Software, Learning Management Software and/or other data related software.
  • Adaptability: Demonstrate a willingness to be flexible, versatile and/or tolerant in a changing work environment while maintaining effectiveness and efficiency.
  • Represents the organization in public venues as needed.
  • This position should demonstrate competence in some or all of the following:
    • Adaptability: Demonstrate a willingness to be flexible, versatile and/or tolerant in a changing work environment while maintaining effectiveness and efficiency.
    • Personal and Professional Accountability: Ability to interact effectively and to work congenially in a small office environment. Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.

TRAVEL

Ability to travel 5-10% annually.

Business Systems Manager

The Business Systems Manager will provide oversight for all systems to include all network, Infrastructure, technical, and product applications. This position will also act as a liaison for the organization with the following services: website support (Sandstorm); CRM Solution (Nimble); voice over IP (Mitel); webinars (Webex); Learning Management System (YM Learning); exhibit management (TBD); financial system (Intel); registration system (TBD); and other solutions as needed. This critical role will assist with initiatives to meet the needs of the organization, board, committees, members, constituents, etc.

ESSENTIAL FUNCTIONS

  • Oversight general IT and application support.
  • Acts as both an internal and external Customer Service for all applications and systems.
  • Troubleshoots technical and application issues.
  • Leads and trains staff on all applications and systems.
  • Ensures that all applications and systems are meeting the needs of the organization and full-filing their contracted obligations.
  • Supports all other technical needs of the organization.
  • Supports business analytics and database needs of the organization.
  • Prepares and monitors application and systems budgets.
  • Assists the CEO/Executive Director in the development of annual operating plans, strategic plan, committee directives, and budget for the association.

OTHER RESPONSIBILITIES

As assigned.

MINIMUM QUALIFICATION OR EXPERIENCE

Associate’s or Bachelor’s Degree in a technical or related field.

Experience: 5+ years of progressive experience in a non-profit organization include managing customer support, systems support, and technical applications, as well as customer experience analysis and initiatives, preferably in a healthcare, technical, or non-profit setting.

Supervisory experience required. Broad based experience in individual and team-oriented decision-making.

Licensure or Certification: CAE preferred.

SPECIAL SKILLS/EQUIPMENT

  • Knowledge of leadership and management principles as they relate to non-profit/ voluntary organizations
  • Strong technical and application expertise
  • Knowledge of project management
  • Strong knowledge in AMS, LMS, CMS O-360; Help Desk; Phone FMS or similar applications
  • Expert knowledge of customer relations/member relations management systems
  • This position should demonstrate competence in some or all of the following:
    • Adaptability: Demonstrate a willingness to be flexible, versatile and/or tolerant in a changing work environment while maintaining effectiveness and efficiency.
    • Behave Ethically: Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.

TRAVEL

Ability to travel 5-10% annually.

Member Services and Data Manager

The Member Services and Data Manager will provide oversight for all Member Services activities and be responsible for maintaining the organization's AMS (Nimble). This position is responsible for managing Member Services department providing optimal customer service and user experience including solving problems, processing orders, invoices and handling complex cases. Additionally this position is responsible for maintaining the integrity of the database and compiles reports to support internal activities.

ESSENTIAL FUNCTIONS

Member Services
  • Oversee general member services and support; includes direct and overflow customer service staff as well as vendor management for additional overflow as needed.
  • Provides customer service to members, processing orders, invoices, answering questions, and handling complex cases.
  • Designs and monitors effective and efficient call routing systems to ensure constituents receive optimal customer service.
  • Collaborates with the marketing team to develop and improve outreach methods to grow member base and increase renewals.
  • Implements strategies to improve service to staff and members.
  • Monitors and analyzes call volumes and makes recommendations on opportunities to create efficiencies.
Database Management
  • Serve as the primary database manager to include knowledge of data maintenance, event management, order processing, member updates, and reports.
  • Maintain database integrity by conducting routine audits of membership data.
  • Collects and analyzes data to forecast trends and results.
  • Ensures that all invoice creation is accurately processed for sales, membership, sponsorship and all other products.
  • Pull membership reports and customized queries for marketing purposes, board reports, member activities, committees, etc.
  • Collaborate with stakeholders to streamline report request and ensure accuracy of data.
  • Manages the certification database to include upload, downloads, reports, etc.
  • Supports all other needs of the organization.
  • Prepares and monitors Customer Service budgets.

OTHER RESPONSIBILITIES

As assigned.

MINIMUM QUALIFICATION OR EXPERIENCE

Education: Associate’s or Bachelor’s Degree in business, or related field.

Experience: 5+ of experience in a non-profit organization include managing customer support, Member Services support, and technical applications, as well as customer experience analysis and initiatives, preferably in a healthcare, technical, or non-profit setting. Supervisory experience required. Broad based experience in individual and team-oriented decision-making.

SPECIAL SKILLS/EQUIPMENT

  • Knowledge of leadership and management principles as they relate to non-profit/ voluntary organizations.
  • Strong technical and application expertise.
  • Knowledge of project management.
  • Strong knowledge in AMS, LMS, CMS O-360; Help Desk; Phone FMS or similar applications.
  • Nimble or Sales Force experience desired.
  • Expert knowledge of customer relations/member relations management.
  • Computer experience with Internet Explorer, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook and/or other data related software.
  • Adaptability: Demonstrate a willingness to be flexible, versatile and/or tolerant in a changing work environment while maintaining effectiveness and efficiency.
  • Personal and Professional Accountability: Ability to interact effectively and to work congenially in a small office environment. Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.

TRAVEL

Ability to travel up to 5% annually.

Learning Technology Coordinator

The Learning Technology Coordinator will serve as administrator, project manager, client specialist and user support for learning related systems and platforms. Serves as liaison to organization’s operations/IT staff to ensure the integrity and reliability of data. The Learning Technology Coordinator oversees the following: administration of learning delivery platform; learning activity support; live events: speaker and faculty management Certified Professional in Healthcare Quality (CPHQ) Live courses; licensing requests; Career Resources; as well as new & other learning resources.

ESSENTIAL FUNCTIONS

Operations/Administration
  • Supports the efforts to populate all IT learning environments with content, including installation of SCORm-compliant online courses, resource documents, and other materials.
  • Responsible for all administrative tasks in technology platforms supporting e-learning such as product and program set-up, configuration, integrations and importing and testing content.
  • Performs routine administrative tasks in the technology platforms supporting e-learning.
  • Supports use of the content and course management systems by subject matter experts.
  • Responsible for technical setup of webinars once the program and schedule is identified.
  • Maintains all filing systems and databases.
  • Effectively reviews new/emerging technology solution/trends to make recommendations.
  • Builds effective relationships across the technical and content staff to ensure the best use of technologies.
Customer Facing/Customer Experience
  • Manages speaker acquisition and management to include management of “call for abstracts” process and speaker and poster management, as well as overall communication with instructors/facilitators.
  • Provides general support to online learners, including helping with e-commerce/registration/enrollment questions, computer issues interfering with the learners’ ability to complete the course, and general inquiries about the course organization and make-up.
  • Collaborates with staff and faculty/speaker to create, identify or obtain new content for the learning Web site on an ongoing basis.
  • Provides operational and administrative support for activities such as live training courses, scheduling meetings, travel arrangements, routing telephone calls to proper individuals, and disseminating information to staff, members, committees, and constituents.
  • Serves as backup to education associate position.

OTHER RESPONSIBILITIES

As assigned.

MINIMUM QUALIFICATION OR EXPERIENCE

Education: Bachelor’s degree in business or related field.

Experience: 3-5 years’ experience in a non-profit, online education or related field.

SPECIAL SKILLS/EQUIPMENT

  • Expertise with web technologies (including learning management system, webinar platforms, and any authoring or communication tools and technologies).
  • Good organizational skills, attention to detail and ability to manage time effectively, and customer service minded.
  • Ability to build effective relationships with both technical staff (IT) and content design staff and subject matter experts.
  • Facilitate group meetings and work directly with content providers.
  • Embracing learning and change and has a passion for emerging trends in learning technology.
  • Computer expertise with Internet Explorer, various CRMs, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, project management software and/or other data related software.
  • Adaptable: Demonstrate a willingness to be flexible and versatile in a changing work environment while maintaining effectiveness and efficiency.
  • Personal and Professional Accountability: Ability to interact effectively and to work congenially in a small office environment. Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.

TRAVEL

Ability to travel up to 5% annually.

Education Associate

The Education Associate coordinates the day-to-day activities in the Education Department and performs a wide range duties to support the Certified Healthcare Quality Professional (CPHQ) program; CPHQ Continuing Education (CE) & Approval Program; Intellectual Property (IP); Volunteer Committee management; platform and learning activity support; and other general department support.

ESSENTIAL FUNCTIONS

  • Coordinates the logistics and faculty for the face- to-face CPHQ Programs.
  • Manages the organization's CE Approval program including, evaluation of applications, responding to specific inquiries, and maintenance of records.
  • Assists in the preparation and submission of continuing education applications for nursing and other healthcare professional related credit.
  • Manages the external intellectual property (IP) request process.
  • Assists with research report generation and preparation of presentation materials for committee meetings and external events.
  • Responsible for administrative and clerical duties including scheduling meetings, making travel arrangements, logistics, giving information and routing telephone calls to proper individuals, and disseminating information to staff, members, committees, and constituents.
  • Maintains filing systems and databases.
  • Serves as customer service support as needed.
  • Serves as back up to the Learning Technology Coordinator and Marketing Associate.

OTHER RESPONSIBILITIES

As assigned.

MINIMUM QUALIFICATION OR EXPERIENCE

Education: Bachelor’s degree in business or related field.

Experience: 1-2 years in an administrative, support, or customer relations position - preferably in areas of association management, education programming, and or consulting.

SPECIAL SKILLS/EQUIPMENT

  • Strong communication and organizational skills.
  • Ability to manage time effectively and coordinate/deliver on multiple projects/tasks in a timely manner.
  • Ability to build effective relationships with both technical staff (IT) and content design staff and subject matter experts.
  • Attention to detail.
  • Comfortable with web technologies.
  • Customer service minded.
  • Computer experience with Internet Explorer, various CRMs, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook and/or other data related software.
  • Adaptable: Demonstrate a willingness to be flexible, versatile and/or tolerant in a changing work environment while maintaining effectiveness and efficiency.
  • Personal and Professional Accountability: Ability to interact effectively and to work congenially in a small office environment. Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.

TRAVEL

Ability to travel up to 5% annually.

Marketing Associate

The Marketing Associate supports the following: customer experience initiatives; general communications; corporate relations; and other general department admin support. This position will be cross trained and will work collaboratively with administrative and customer service support positions.

ESSENTIAL FUNCTIONS

  • Supports constituent communication to include: electronic, collateral materials and production.
  • Responsible for layout, testing, list integration and dissemination of all electronic constituent communications.
  • Responsible for website content updates as assigned.
  • Responsible for technical set-up and execution of info sessions (webinars); and general webinar technology support.
  • Supports sales administration with activities such as loading and sending blast e-mails, signage management, updating dashboards and coordinating and disseminating materials.
  • Supports the Network/ Special Interest Groups (SIGS).
  • Supports administration of the fellowship & awards programs.
  • Responsible for administrative and clerical duties such as scheduling meetings, making travel arrangements, logistics, giving information and routing telephone calls to proper individuals, and disseminating information to staff, members, committees, constituents, etc.
  • Assists with research, report generation, and preparing presentation/materials.
  • Maintains filing systems and databases.
  • Serves as back-up to member services associate and education associate positions.

OTHER RESPONSIBILITIES

As assigned.

MINIMUM QUALIFICATION OR EXPERIENCE

Education: Bachelor’s degree in business or related field.

Experience: 1-2 years in an administrative, support, or customer relations position - preferably in areas of association management, marketing, communications, and or consulting.

SPECIAL SKILLS/EQUIPMENT

  • Strong communication and organizational skills.
  • Ability to manage time effectively and coordinate/deliver on multiple projects/tasks in a timely manner.
  • Attention to detail.
  • Comfortable with web technologies.
  • Customer service minded.
  • Team player.
  • Ability to project manage.
  • Embraces learning.
  • Computer experience with Internet Explorer, various CRMs, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook and/or other data related software.
  • Adaptable: Demonstrate a willingness to be flexible, versatile and/or tolerant in a changing work environment while maintaining effectiveness and efficiency.
  • Personal and Professional Accountability: Ability to interact effectively and to work congenially in a small office environment. Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.

TRAVEL

Ability to travel up to 5% annually.

Member Service Associate

The Member Service Associate performs a wide range of functions supporting the following activities: customer experience initiatives; membership and certification/recertification; live event registration process; responds to general “info” inbox inquiries; navigates incoming calls; supports the fulfillment of products, memberships, etc.; and other service support.

ESSENTIAL FUNCTIONS

    • Serves as primary member services support for constituents.
    • Improve member experience and retention by answering incoming calls, e-mails, and web inquiries while maintaining a high level of professionalism.
    • Process customer orders, payments, and adjustments, and maintain customer records according to established department policies and procedures.
    • Compile reports and mailing lists for both internal and external customers by gathering requirements, analyzing results, and providing accurate information.
    • Process attendee registrations for all live events including certification prep courses.
    • Responsible for administrative and clerical duties as assigned.
    • Performs research and generates reports as needed.
    • Maintains filing systems and databases as needed.

OTHER RESPONSIBILITIES

As assigned.

MINIMUM QUALIFICATION OR EXPERIENCE

Education: Bachelor’s degree in business or related field.

Experience: 1-2 years in an administrative, support, or customer relations position - preferably in areas of association management, customer service, communications, and or consulting.

SPECIAL SKILLS/EQUIPMENT

      • Customer focused and possess excellent communication, organization, and problem solving skills with a strong attention to detail.
      • Possess excellent interpersonal skills with the ability to interact professionally and effectively with all levels of staff and members.
      • Have the ability to handle multiple priorities and adhere to strict deadlines.
      • Attention to detail.
      • Tech savvy, customer service minded, team player, flexible and ability to project manage in a changing environment.
      • Embraces learning and change.
      • Computer experience with Internet Explorer, various CRMs, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook and/or other data related software.
      • Adaptable: Demonstrate a willingness to be flexible, versatile and/or tolerant in a changing work environment while maintaining effectiveness and efficiency.
      • Personal and Professional Accountability: Ability to interact effectively and to work congenially in a small office environment. Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.

TRAVEL

Ability to travel up to 5% annually.

Office Administrator

The Office Administrator performs a wide range of functions necessary to support the organization, and staff in carrying out their responsibilities. The Office Administrator supports the following: facilities; mailroom; general human resources (HR) support; vendor/insurance support; onsite meeting support (catering, set up, etc.); reception; processing of accounts payable (AP) and other initiatives as assigned.

ESSENTIAL FUNCTIONS

    • Supports day to day operations, facilities, and HR functions.
    • Serves as liaison to building management.
    • Provides customer service/assistance to internal staff and visitors.
    • Responsible for administrative and clerical duties, such as scheduling meetings, making travel arrangements, providing information and routing telephone calls to proper individuals, coordinating large mailings, and disseminating information.
    • Contacts vendors as requested for general support and contracted needs.
    • Processes all AP invoices, this includes inputting data in the CRM and Financial Account Software on a daily basis.
    • Assists in the planning, implementation, execution and evaluation of special projects
    • Oversees ordering and maintaining supply inventory, and oversight of supplies budget.
    • Maintains filing systems.
    • Assists in arranging and preparing for internal and external meetings.
    • Keeps the Director of Operations apprised, when he/she is out of the office, of developing issues and matters to be addressed.

OTHER RESPONSIBILITIES

As assigned.

MINIMUM QUALIFICATION OR EXPERIENCE

Education: Bachelor’s degree in business or related field.

Experience: 1-2 years in an administrative position.

SPECIAL SKILLS/EQUIPMENT

      • Computer experience with Internet Explorer, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook and/or other data related software.
      • Adaptable: Demonstrate a willingness to be flexible, versatile and/or tolerant in a changing work environment while maintaining effectiveness and efficiency.
      • Personal and Professional Accountability: Ability to interact effectively and to work congenially in a small office environment. Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.

TRAVEL

Ability to travel up to 5% annually.

Please send your resume to This email address is being protected from spambots. You need JavaScript enabled to view it. indicating NAHQ and the position title in the subject line.

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