Program Mentor, Masters of Heath Leadership-BSHIM

Job Description

WGU Program Mentors serve a critical advising and support role for student success. Program Mentors do not teach courses, rather, they are their students' primary source of information about academic program operation, and about the policies and procedures of the university. Program Mentors counsel their assigned students in understanding expectations and overcoming obstacles to ensure success. The program mentor is responsible for providing highly engaged, student centered support to a caseload of undergraduate or graduate students. Program mentoring requires significant contact via phone but also includes email, web camera interaction, and the potential for instant messaging and alternate forms of connection.

Program Mentors take a deep personal interest in their students' academic progress and reflect commitment to their students' success in all their daily work. They are experts in their students' academic program details and are able to answer or to obtain answers to the questions students may have about their academic progress.

Program Mentors advise students on time management and schedule benchmarks for the student to successfully master program concepts, knowledge and skills. They help students identify their learning strengths and weaknesses and connect them with the resources necessary to extend the former and overcome the latter. They are incredibly well organized and strong communicators, interpersonally, technologically, and in writing. Finally, they are not only capable in these many areas, but also dedicated to performing these functions in full measure.

Program Mentors must perform core responsibilities. These include:

  • Building student relationships and provide curricular-informed mentoring
  • Providing direct, comprehensive program guidance to assigned students
  • Managing students' academic progress according to university policies
  • Scheduling students' use of learning resources and degree assessments
  • Maintaining appropriate documentation of all academic transactions while utilizing Salesforce for tracking student contact, and reporting weekly to the program manager
  • Maintaining regular communication with students according to university protocol
  • Tracking student participation to meet benchmark goals throughout each term
  • Be well versed in the use of technology tools: Microsoft Outlook Suite Products, specifically Outlook Calendar


  • Assist students in their educational planning and progress from initial enrollment to graduation.
  • Evaluate student learning styles, skills, deficiencies and goals; assist students in the development of Academic Action Plans; identify appropriate learning resources for them to use; and facilitate their use of those resources.
  • Monitor student academic progress, communicating with each student weekly on a personalized basis; intervene as necessary to assist those students having difficulty, and complete required University reports on their academic status.
  • Provide exceptional customer service by responding to emails and phone calls within 4 business hours with resolution of all service needs within 24 hours.
  • Assist students in career planning within the boundaries of his or her expertise, and direct students to planning resources in other areas as appropriate.
  • Serve as the student’s advocate in resolving matters of academic difficulty, misunderstanding or confusion.
  • Work initial 90 days of employment, Monday through Friday, without scheduled time off. This is important due to our onboarding and new mentor training.
  • Travel by airplane (if residing outside the Salt Lake City, Utah area), during the initial week of employment, to participate in a full week of mentor training.
  • Travel by airplane to two 1-week long academic meetings in locations that will be determined on an annual basis. Candidates who reside within 200 miles of determined destination may drive.


  • Student success (as measured by % of students on OTP—a measurement of courses completed within the term).
  • Student success (as measured by number of successful graduates).
  • Student retention (as measured by % of students retained on a monthly basis).
  • Student satisfaction (as measured by approved survey responses administered to program participants).
  • Time on the phone to include outbound and inbound calls to students on a weekly and monthly basis. Other measures, as agreed upon.

Required Skills

  • Strong customer service orientation and extraordinary communication skills.
  • Expertise in one or more fields covered by the competencies required in college programs.
  • Technologically proficient, specifically with online programs, tracking and communication technology.
  • Experience with integrated technology systems and tools.
  • Highly proficient Microsoft Office skills and strong Internet capabilities.
  • Must be able to spend significant time working at a computer and on the telephone.
  • A remarkable talent for organization is a requirement.
  • Must be able to communicate at a high level verbally and in writing.
  • Excellent collaboration skills, ability to work as a member of a team.
  • Position works from home, but must be available for travel in support of college requirements.

Required Experience

  • A minimum of a master's degree in a related field
  • 3 years of related professional experience
  • 3 years of teaching experience highly desired
  • Higher education teaching and/or curricular experience
  • Certification in relevant field and/or significant experience in the professional field highly preferred

Job Location

Work from home, United States

Position Type


Diversity Statement

A diverse faculty is pivotal to the success of Western Governors University’s mission to improve the quality and expand access to post-secondary educational opportunities by providing a means for individuals to learn independent of time or place and to earn competency-based degrees and other credentials that are credible to both academic institutions and employers.

We maintain that achieving diversity requires an enduring commitment to inclusion that must find full expression in our organizational culture, values, norms and behaviors.

Throughout our work, we will support diversity in all of its forms, encompassing age, disability status, economic circumstance, ethnicity, gender, race and religion.

Nondiscrimination and Equal Opportunity Policies

Western Governors University “WGU" does not discriminate on the basis of race, color, ethnic or national origin, gender, religion, sex, disability, age, military or veteran status as required by applicable laws and regulations. WGU's commitment to equal opportunity includes nondiscrimination on the basis of sexual orientation and gender identity/expression. This policy of nondiscrimination applies (without limitation) to student recruitment, admissions, academic programs and services, student discipline, grading, and student access to WGU sponsored forums.

WGU also complies with the Americans with Disabilities Act of 1990. If you have a disability and need accommodations, please notify us at as soon as possible so that necessary arrangements can be made.

Any student or applicant who wishes to discuss possible discrimination is welcome to contact:

WGU Student Services

Responsibility for coordination of compliance efforts and receipt of inquiries concerning Title IX of the Education Amendments of 1972 has been delegated to:

Anika Webb - Title IX Coordinator
Western Governors University
4001 South 700 East, Suite 700
Salt Lake City, UT 84107-2533
Direct: 801-993-2321
Toll Free: 877-435-7948, ext. 1321

WGU encourages students to use the WGU Grievance and Complaint Procedure to resolve discrimination concerns. However, students also have a right to file discrimination complaints directly with the United States Department of Education's Office of Civil Rights.

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