Account Representative

It is an exciting time at AAAHC. Under new leadership we are improving operations so that the organization can grow into the future and continue to support our mission of Improving the quality of health care through accreditation. We are busy, we are driven, and we are committed to standards of excellence in our own work and in supporting our clients as they commit to standards for excellence in patient safety and quality health care.

Reporting to the Manager, Accreditation Services, the Account Representative is responsible for the execution of daily operations to ensure timely delivery of accreditation services from application review and completion through to accreditation decision and reporting and providing ongoing client engagement throughout the accreditation cycle to ensure client continuous compliance to AAAHC standards. This role requires high-level customer service to clients and surveyors through delivery of account management activities. This role also requires the ability to multi-task and learn technical health care Standards.

PRIMARY DUTIES & RESPONSIBILITIES:

• Manage the client accreditation/certification account management process for new and renewal clients.
• Review incoming client applications for completeness to ensure accurate scoping and surveyor assignment; follow-up with clients on clarifications and requests for additional application information.
• Develop and maintain working knowledge of Standards interpretation, operational processes and accreditation policies to be able to address client questions. Includes full AAAHC program portfolio.
• Where necessary, collaborate with manager on determining onsite survey scope (days/surveyors needed).
• Analyze Surveyor reports to ensure completeness and no evaluation conflicts among Standards compliance ratings, and to clarify any questions that may impact the accreditation/certification decision. Process an accreditation/certification decision for Accreditation Committee/Work Group consideration.
• Collaborate with Scheduling coordinators to ensure timely survey/surveyor match and scheduling.
• Process significant organizational changes and follow-up action as necessary including requests for additional information.
• Generate reports to external bodies summarizing accreditation decisions and findings.
• Comply with accreditation policies, effectively utilize AAAHC systems, and deliver work within timeframes required to fulfill turnaround time, volume, and quality commitments and expectations.
• Respond to, triage and escalate client information requests and standards interpretation questions as necessary. Ensure quality client service through standards interpretation, report analysis, and policy compliance.
• Implement and maintain timeline/action plans on assigned projects and adhere to deadlines, managing day-to-day projects and decision making. Projects may include participation in development and review of forms, flowcharts and process design to improve operational performance, and User Acceptance Testing (UAT) on new and enhanced systems.
• Propose individual goals, work on action plans, and monitor progress toward approved goals. Identify goal shortfalls and develop corresponding strategies to remedy.
• Responsibilities include both accreditation and certification programs.

QUALIFICATIONS:

Minimum Qualifications and Job-specific Competencies Required

• Bachelor’s Degree or equivalent work experience demonstrating necessary skills
• Excellent verbal and written communication skills
• Attention to detail with a focus on quality and results
• Ability to multi-task with demonstrated effective time management
• Customer service orientation
• Microsoft Office Proficient (i.e., WORD, EXCEL, PowerPoint)

Preferred Qualifications

• Customer Service work experience
• Knowledge of health care service industry