Credentialing and Initial Certification Exam Testing Administrator

Location: Hybrid, based in Chapel Hill, NC (Anchor days: Tuesday -Thursday)

Department: Credentialing and Initial Certification (CIC)

Reports to: Operations Manager, Credentialing and Initial Certification

Exemption Status: Exempt

Job Summary:

The Credentialing and Initial Certification (CIC) Exam Testing Administrator plays a key role in supporting the Credentialing and Initial Certification, Continuing Certification, Assessment, and Information Technology Departments in managing all aspects of test-taker activity across both computer-based and internet-based testing platforms. Under the direction of the CIC Operations Manager, this position also provides redundancy for reviewing and processing testing accommodations and other non-standard test arrangements.

Operating at the intersection of multiple departments and external test delivery vendors, the Exam Testing Administrator ensures smooth coordination and reliable execution of in-training and high-stakes examination processes while upholding the highest standards of quality, security, and compliance.

This role provides front-line operational and technical support for exam scheduling, registration, and inquiries from applicants, training programs, and internal stakeholders. The position is also responsible for maintaining data accuracy, reconciling vendor invoices, responding to testing-related inquiries, and supporting the implementation of exam delivery policies and procedures.

Essential Duties and Responsibilities:

• Lead exam delivery operations for in-training and certifying exams by providing advanced support to stakeholders, test-takers, and vendors across computer-based and internet-based testing platforms.
• Manage registration, eligibility, and accommodation processes, ensuring accurate data transmission, timely updates to records, and high-quality service delivery for non-standard testing arrangements.
• Monitor live and post-exam sessions, responding to technical or procedural issues, reviewing incident reports, and ensuring the integrity, security, and quality of the testing experience.
• Serve as a primary operational and technical resource for test takers, internal staff, and training programs by interpreting policies, answering inquiries, and guiding users through the testing lifecycle.
• Generate, analyze, and interpret operational and vendor reports to identify trends, troubleshoot issues, support decision-making, and recommend improvements for exam delivery processes.
• Coordinate program and policy updates with internal departments and external partners, supporting seamless implementation of changes impacting exam delivery and testing operations.
• Maintain strict compliance and security standards, uphold confidentiality requirements.

Other Functions:

• Provides high-level backup support to the Operations Team as needed, including troubleshooting issues before and during exam day(s), corresponding with testing vendors, accessing vendor systems such as the Prometric’s Generic Eligibility Engine (GEE), and serving as a resource across the organization.
• Participates in continuous evaluation of testing-related best practices and presents recommendations to CIC Management.
• Performs other duties as assigned to support departmental and organizational success.

Supervisory Responsibilities:

Non-supervisory responsibilities

Required Qualifications:

• Bachelor’s degree in liberal arts, business administration, health care administration, or a related field; or seven additional years of relevant experience in lieu of a degree.
• Minimum of five years of experience in a business environment with responsibility for coordinating and managing projects.
• Experience working in a regulatory, compliance, and/or legal environment.
• Excellent interpersonal and customer service skills.
• Meticulous attention to detail, with strong organizational and time-management abilities.
• Demonstrated emotional intelligence and effective problem-solving skills.
• Ability to analyze, interpret, and draw inferences from nuanced information and data reports.
• Ability to exercise independent judgment and maintain confidentiality.
• Ability to work independently with minimal supervision as well as collaboratively within a team.
• Ability to interpret and communicate policies and manage varying requirements across multiple projects.
• Strong technology proficiency and comfort working with multiple systems.

Preferred Qualifications:

• Project management experience
• Test delivery industry experience

Travel Required:

Infrequent travel

Work Environment:

A standard office set up in a private space.

Physical Demands:

The expected physical workload is expected to be sedentary work, as described below.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

This role utilizes the following tools (but is not limited to):

• ABP-issued laptop
• Computer monitor(s)
• Mouse
• ABP systems
• Microsoft Suite tools