Manager, Accreditation Operations
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Skokie, IL 60077
Reporting to the Director, Accreditation Operations, the Manager, Accreditation Services manages the day-to-day operations of an accreditation team within the Accreditation Services Division. This position is responsible for planning and executing on daily operations responsibilities to ensure timely delivery of accreditation services from application completion through to accreditation decision and reporting, and providing ongoing client engagement throughout the accreditation cycle to ensure client continuous compliance to AAAHC standards. Success in this role requires active daily management of staff, workflow and workload.
PRIMARY DUTIES & RESPONSIBILITIES:
Provide oversight and direction to Account Managers and Schedulers in Accreditation Services in accordance with AAAHC policies and procedures.
Manage workflow and workload including client application processing, completed survey report analysis, accreditation recommendations and Accreditation Work Group review, client profile maintenance and significant organizational change follow-up action, and external regulatory reporting. Collaborate with schedulers to ensure timely survey/surveyor match and scheduling.
Establish team goals in alignment with AS goals to demonstrate compliance with accreditation policies and turnaround time (TAT) commitments and targets. Monitor performance data including TAT, scheduling activity, staff productivity, and quality control measures. Generate and review periodic management reports that track team performance and provide direction to ensure alignment with strategic goal accomplishment.
Identify process improvements and implement measures to streamline efforts, improve productivity, and reduce errors.
Identify which team members are best for projects based on their skill set and workload.
Respond to, triage, and escalate client information requests and standards interpretation questions as necessary. Ensure quality client service and serve as a subject matter expert for direct report team including providing guidance on contract requirements, Standards interpretation including Medicare requirements, report analysis, and client and relevant topic research. Ensure operations team is documenting client queries (i.e., in CRM or other comparable system.) Periodically generate reports to determine FAQs and identify communication improvement opportunities.
People Management & Development
Provide leadership and direction to a high performing operations team to drive productivity, information sharing and client service excellence that aligns with AAAHC’s overall business objectives; provide hiring, onboarding, training, coaching, leadership, performance reviews, and employee development. Direct development of individual and team goals; develop action plans and monitor progress toward approved goals. Identify goal shortfalls and develop corresponding strategies to remedy.
Contribute to development of annual budget; meet productivity performance expectations.
Cross Organizational Leadership
Occasionally participate in tradeshows as a AAAHC representative.
Responsibilities include both accreditation and certification programs.
Collaborate with the AAAHC Accreditation Committee and work groups to support timely accreditation and certification decisions. Support other AAAHC Committees and other work groups responsible for development and implementation of survey standards and processes, and client and surveyor education.
Staff liaison responsibilities for committees, work groups and expert content committees (ECC’s) as assigned.
Encourage/support staff to drive retention. Respond to Surveyor Support Phone.