Manager, Accreditation and NCDR Account Management Support Services

American College of Cardiology • Washington, DC

63d • $110,000 - $150,000 • Hybrid

About The Position

The Team Leader of Accreditation and NCDR Account Management Support Services is focused on providing ACC customers with a great customer experience through both individual actions and their approach to team leadership and collaboration. In this role, the team lead owns all aspects of customer account support, including resolving customer inquiries, managing Clinical Registries and Accreditation product/program contracts and payment processing. This role sets the tone for the team in serving customers, engaging in clear communication, having clean data, and asking great questions. This leader is also the administrator of the Accreditation/NCDR Salesforce instance, which encompasses evolving our processes to leverage technology changes / advancements and adapting to shifting business needs. This position is based in Washington, DC where we have a hybrid work environment (roughly 40% of the time in the office).

Requirements

• Client service oriented with proven track record & keen ability to resolve questions and complaints with clarity, resourcefulness, composure and respect.
• High school diploma plus minimum eight years relevant account management experience or bachelor's degree plus minimum three years of relevant account management experience. Evidence of progressive expansion of complexity of responsibilities during prior experience.
• Strong interpersonal skills, excellent verbal skills and written communications that are grammatically correct, concise and clear.
• Flexibility and ability to work in a dynamic environment.
• Comfortable consulting and collaborating with representatives from a wide variety of functional areas to resolve issues and improve service.
• Work effectively both in a team environment and independently
• Demonstrated proficiency in Microsoft office including Outlook, Word, Excel and PowerPoint; comfortable with other computer-based applications
• Ability to travel to annual off-site meeting one week per year, if required

Nice To Haves

• Demonstrated ability to lead and develop staff.
• 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 data governance.
• In-depth knowledge of and/or application of process improvement methodologies.
• Practical experience with project management principles and/or Agile SCRUM processes.
• Practical experience creating and interpreting data and reports, developing software program requirements, implementation, and/or user acceptance testing (UAT).
• Familiarity with Healthcare Insurance Portability and Accountability Act (HIPAA).
• Practical experience with contracting, billing and collections.

Responsibilities

• Lead and develop 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
• Maintain a positive, accountable culture.
• Establish, document and clearly communicate priorities, standards, and performance objectives for the Accreditation and NCDR Account Management support team, as well as individual staff on the team.
• Be the escalation point of contact for internal/external clients for complex cases and/or concerns
• Oversee operational processes with a continuous quality improvement mindset. Manage the implementation, refinement and monitoring for processing Accreditation Services products and NCDR enrollments and customer account inquiries.
• Lead the team in the payment process including invoicing and proper coding of payments to provide to the ACC Finance Department.
• Maintain and refine, as appropriate, policies and procedures that support accuracy, consistency and efficiency.
• Optimize Accreditation/NCDR Salesforce instance performance and liaise with ACC's IT department to manage interfacing with ACC Salesforce and ncdr.com. Monitor, clean and maintain customer and opportunity data in the Accreditation/NCDR Salesforce instance.
• Drive a culture of innovation in coordination with division team leaders through fostering a psychologically safe environment with intellectual honesty applying Innovator's DNA philosophies to the team's work and collaborative approach.
• Build strong relationships with diverse constituents and maintain credibility with peers, staff, ACC member volunteers, participants, vendors, and other critical stakeholders to promote product and program mission and vision in alignment with current strategic plans.
• Lead activities for digital storage of contractual documents including master agreements, data release consent forms, and commercial and independent vendor agreements following division guidance. Manage the processes around the use and execution of Data Release Consent Forms which provide ACC the legal authority to share clinical data on behalf of participants with third parties. Ensure optimal processes are in place to mitigate potential HIPAA non-compliance associated with these data sharing agreements.
• Monitor participant retention, enrollment and revenue for product enrollments and vendor agreements and track completion against targets. Maintain, refine and regularly share these reports with key stakeholders to inform Division leadership of performance in these areas.
• Ensure processes evolve and are documented so that new products and programs are properly integrated in the Accreditation/NCDR Salesforce environment in alignment with standard features and in support of any additional features required. This may also include modifying the Accreditation/NCDR Salesforce instance, ensuring knowledge transfer to colleagues, production of contractual and other relevant documents to capture changes and developing reports.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Religious, Grantmaking, Civic, Professional, and Similar Organizations
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees