Sr. Specialist, Account & Customer Support Operations

This role on the Accreditation and NCDR Account Management Support Services team is focused on providing a great customer experience to ACC customers. In this role, the Sr. Specialist supports all aspects of customer account support, including onboarding customers, renewing customers annually, promptly resolving customer inquiries, managing Clinical Registries and Accreditation product/program contracts and amendments and payment processing.

Contribute as a key member of a high-performing team of staff who are responsible for the account management support of the Accreditation and NCDR portfolio of registries and quality programs. Ensure the provision of excellent customer service through clear, concise and consistent written and verbal communication to all internal and external stakeholders Follow all operational processes including the payment process, which includes invoicing and proper coding of payments to provide to the ACC Finance Department and the contract process, which includes providing customer guidance about products and necessary contracts and amendments.

Utilize the Accreditation/NCDR Salesforce instance, ACC Salesforce instance and NCDR.com to support customer onboarding, maintenance and termination for existing and new products, as appropriate. Monitor, clean and maintain customer and opportunity data in all systems. Participate in and contribute to a culture of innovation through fostering a psychologically safe environment with intellectual honesty to facilitate the team’s work and collaborative approach.

Support activities for digital storage of contractual documents including master agreements and amendments including data release consent forms following division guidance. 6+ years of relevant account management experience with high school diploma, or 2+ years of relevant account management experience with bachelor's degree Client service oriented with proven track record and keen ability to resolve questions and complaints with clarity, resourcefulness, composure and respect.

Account management experience with evidence of progressive expansion of complexity of responsibilities including practical experience with contracting, billing and/or collections. Highly organized, able to manage change and be flexible, follows through on tasks in a timely manner. Curious, embracing a growth mindset and exhibiting a collaborative problem-solving approach to work Ability to work effectively in a team environment and independently.

Comfortable consulting and collaborating with representatives from a wide variety of functional areas and levels to resolve issues and improve service Ability to communicate strongly, clearly, and concisely via verbally and in writing; ability to consistently type a minimum of 45 WPM Flexibility and ability to work in a dynamic environment.

Demonstrated proficiency in Microsoft office including Outlook, Word, Excel and PowerPoint; comfortable with other computer-based applications and video conferencing tools and desire to learn new technologies Ability to travel to annual off-site meeting one week per year, if required Desired Contract negotiation skills, familiarity with legal terms, and experience working with commercial and/or government contracts.

Practical experience with and knowledge of customer relationship management (CRM) technologies. Demonstrated desire and ability to learn and understand Salesforce - such as Super. Badges or Certifications. Practical experience with project management software, such as Monday.com Exposure to project management principles, Agile SCRUM processes and/or process improvement methodologies.

Familiarity with Healthcare Insurance Portability and Accountability Act (HIPAA).