The posting
Job Description
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.
Responsibilities
- 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.
Qualifications
- 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 SuperBadges 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).
About Us
At the American College of Cardiology, we bring our hearts to work.
We are a 500-person organization dedicated and committed to our mission to transform cardiovascular care and improve heart health for all for more than 75 years. When you join our team, you become part of a culture that envisions a world where science, innovation and knowledge optimize cardiovascular care and outcomes.
Every day, we are committed to supporting our more than 60,000 members and their patients around the globe and in doing so, ensure our staff have a positive environment of teamwork, collaboration, professionalism and excellence. To learn more about why ACC has been recognized as a great place to work, please visit our site, www.acc.org/jobs.
What We Offer:
ACC values all members of our College family, including ACC staff. As the foundation of the organization, ACC staff enjoy world-class benefits and a culture of work-life balance. Our benefit offerings include insurance (medical, dental, vision, basic life, and short- and long-term disability, and supplemental options), generous paid time off (pre-loaded vacation and sick, 12 holidays and an organizational shut-down during the last week of the year, parental leave, 2 community service days, and half-day summer Fridays), tuition assistance and a very competitive 10% retirement contribution after a year of service, and much more! You can visit our careers site for an overview of our full offerings. Please note that these offerings may change at any time.
ACC believes in fair and equitable pay. Multiple factors are taken into consideration when we determine what salary to offer a selected candidate. These factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, as well as internal equity, market, and business considerations. Our salary ranges differ based on the cost of labor in the local market where the job will be performed.
The salary ranges for will vary based on the local labor market; ACC’s Recruitment Team will be able to provide more information to candidates during initial discussions.
EEOC:
ACC is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. All employment is decided on the basis of qualifications, merit and business need. Equal Opportunity Employer, including individuals with disabilities and veterans. ACC is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact Katie Sarreal, HR Business Partner at [email protected] or (202)375-6351.
