Position Title: Associate, Business Operations and Account Management

Location: Washington, DC, United States

Department: NCDR & Accreditation Service Business Operations

Description:

Job Description

The Accounts Management Case Manager is customer service focused individual with the primary responsibility of the administration of all inquiries for the Accounts Management team. This is not a sales role. This role also supports broader division operations needs and includes some accounting tasks.

This position is based in Washington, DC where we have a hybrid work environment (2 days per week in the office).

Responsibilities

• Be the first point of contact for account management inquiries via the Salesforce queues for both Accreditation and NCDR – answering if training has been provided else routing to colleagues for client resolution
• Provide excellent customer support via calls and emails with prospective and existing participants
• Conduct routine follow-ups on open account management cases according to team policy
• Manage processing of check batches received to account management lockboxes and wire reports
• Support maintenance of data and ensure current policies for tracking account status of all clients are documented and digitally stored according to division guidance
• Support business-critical tasks and projects, such as annual renewal process and/or financial monthly and year-end close, as directed by project or team lead
• Assist with the full life cycle of an account via Salesforce (CRM), including but not limited to the execution of participation agreements and invoicing
• Support division’s accounts payable and receivable, as needed. This may include reviewing agreements/contracts and interacting with colleagues to ensure compliance with established and documented procedures with the aim of ensuring timely, correct transactions and satisfied stakeholders.
• Support division collections. This may include interfacing with vendors, participants, fellow division associates & team leaders, and/or members of the ACC Finance Team.
  

Qualifications

Required:

• Demonstrated client service experience with keen ability to resolve questions and complaints with clarity, resourcefulness, composure and respect.
• Curious, embracing a growth mindset and exhibiting a collaborative problem-solving approach to work
• Work effectively both in a team environment and independently
• Highly organized, able to manage change and be flexible, follows through on tasks in a timely manner
• Comfortable consulting and collaborating with representatives from a wide variety of functional areas to resolve issues and improve service
• Ability to work effectively with entry-level through executive-level stakeholders
• High school diploma plus minimum 3 years of relevant experience or Bachelor’s Degree in business administration or similar field
• Strong interpersonal skills, excellent verbal skills, written communications that are grammatically correct, concise and clear, 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:

• Evidence of progressive expansion of complexity of responsibilities in prior work experience
• 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 - preferred.
• Practical experience with contracting, billing and/or collections.
• Exposure to project management principles, Agile SCRUM processes and /or process improvement methodologies.
• Familiarity with Healthcare Insurance Portability and Accountability Act (HIPAA).
• Cost accounting experience
• GL, month end close and/or revenue recognition experience
  

About Us:

About Us

Salary Range: 60,000-65,000