Operations Specialist

College of American Pathologists•Northfield, IL

27d•Onsite

About The Position

The Operations Specialist is responsible for managing the application/reapplication and tasks related to pre-inspection processes to meet the needs of inspectors, commissioners, and participant laboratories for various programs. This role involves maintaining a laboratory's accreditation cycle, using critical thinking and diverse procedures to manage pre-inspection processes, and advanced problem-solving for application and inspection situations. The specialist will also monitor accreditation timelines, workload distribution, and provide customer service for pre- and post-inspection processes.

Requirements

Minimum 2 years experience in a business or healthcare related business or customer service environment.
Familiar with Microsoft Windows’ applications and Oracle.
Excellent organizational and decision-making skills.
Excellent communication skills both verbally and written.
Ability to prioritize fluctuating workload and multiple demands.
Ability to meet deadlines.
Candidates must reside within 75 miles of the Northfield headquarters and meet in-office requirements.

Nice To Haves

College degree preferred but not required.
Demonstrated proficiency of clinical laboratory processes and terminology is desirable.

Responsibilities

Analyze, organize, and process requests for applications and reapplication materials for all accreditation programs, ensuring completeness and accuracy within defined time periods, and initiating follow-up where necessary.
Perform/review checklist usage reports on applications, reapplications, and completed staff assignments to ensure proper checklist assignment for the inspection process.
Review, maintain, and update laboratory demographics utilizing Organization Profile, Business Process Workflow (BPM), and Scores for laboratory activity menu, director information, contact information, demographic information, checklist usage, accreditation events and cycles, and history.
Process and communicate notifications from laboratories regarding mergers, split-outs, reinstatements, anniversary date changes, onboarding calls, and terminations.
Create Cases in Salesforce for relevant phone, email, and chat inquiries.
Perform personnel maintenance in Scores and Oracle.
Provide ACD phone and chat assistance to program participants, inspectors, and commissioners regarding the accreditation cycle, application process, utilizing the online system to submit application/reapplication materials, requirements for accreditation, and the inspection process.
Monitor and maintain the BPM Work Queue to ensure timely retrieval of application/reapplication and maintenance documents.
Investigate, resolve, and respond to inquiries and problems related to the accreditation cycle, application process, materials, and the programs’ policies and procedures that come via phone, fax, email, or Salesforce.
Initiate appropriate correspondence and monitor follow-up of laboratory change approvals with Regional Commissioners.
Identify potential enhancements for Scores, Oracle, Salesforce, and the Online Application system (Org Profile) as it relates to application/reapplication and relevant accreditation cycle processes; participate in the design, testing, and implementation of these changes.
Participate in the training and education of new Regional and State Commissioners, Regional Assistants, and other LAP staff.
Participate as a productive team member to assure department goals and objectives are met.
Perform other duties as assigned by the Director or Manager.