Customer Readiness Coordinator (Remote)

The Community Health Accreditation Partner, Inc. (CHAP) is an independent, non-profit accrediting body established in 1965. CHAP standards assess the quality of healthcare in home and community settings nationwide including home health agencies, hospices (including hospice inpatient units), private duty home care, home medical equipment suppliers, pharmacies, home infusion therapy, pediatrics, community care facilities, and providers of palliative care.Position Summary:Focuses on outreach to new CHAP customers, helping prepare them for survey readiness. The Readiness Specialist is responsible for telephonic and email outreach, and follow-up to assess the level of preparedness for CHAP to schedule and conduct site visits. Help identify and remove barriers and determine whether assistance or tools are needed to further the customer’s progress towards reaching accreditation. Occasionally, this position serves as a backup up to the Senior Scheduling Manager and Accreditation Specialists during periods of absence and/or high demand and volume. Principal Functions:Working from dashboard in CHAP LinQ, this position works closely with customers, CHAP staff and management to help ensure that internal benchmarks for customer readiness are achieved, and appropriate communication and coordination occurs to ensure resolution of issues preventing site visits from being scheduled within the specified windows of time. Maintain close communication with Senior Scheduling Manager to understand the targeted number of site visit days in alignment with budgeted monthly objectives.Provide coverage of the “Quality Mailbox”, reviewing changes in information, CMS letters with critical updates, and forwarding such correspondence to the appropriate parties for action.Provide direction and support throughout the readiness process for designated accounts by engaging in responsive, timely communication.Maintains positive, customer-centric, and effective working relationships with all accounts. Escalate matters of significant concern to Vice President for support or resolution.Ensure accurate and complete information is being documented in the appropriate databases.Proactive contact with organizations to ensure readiness process is aligned in accordance with accreditation cycle.Monitor and track pre-survey documents to ensure organizations have fulfilled the requirements needed to schedule timely site visits.Understand barriers to readiness and provide the appropriate resources.Maintain communication with other departments, primarily accounting, accreditation operations and business development to exceed customer expectations and resolve issues.Maintain adherence to customer contract requirements for readiness and payment remittance. Develop and maintain systematic communication with customers to promote awareness and adherence to readiness requirements. Document this communication in CHAP LinQ.Increase the number of organizations that are prepared for site visits based on quarterly projections and metrics. Reduce the amount of attrition of contracts that never meet the readiness requirements.On an as needed basis, work with Senior Scheduling Manager to fulfill scheduling duties during absences.Maintain ongoing communication with Site Visitors,Schedule Site Visitors for open site visits based on pre-set parameters, and availability, while providing consistent ability to maintain CHAP time frames from readiness to the on-site delivery of surveys.Function as an Accreditation Specialist to fulfill customer service duties during absences and other circumstances, as needed. Additional duties include:Work to maintain communication regarding applications, contracts, and payment.Conduct appropriate calls to move the accreditation process forward, ensure that the customers are prepared, and maintain a routine and supportive cadence of communication with customers inside of an assigned territory.Answer customer questions and solve the problems that are within the scope of the role.Maintain and track communication within the organization (with Directors of Accreditation) on behalf of the customer. Provide requested and needed resources to customers.QualificationsEducation, Training and Experience Bachelor’s degree, preferred. Associate's degree with credential in related field acceptable.Two to three years of progressive experience in an administrative or customer-oriented role.Proficiency in Microsoft Office Suite and related applications.Demonstrated competency in computer skills and data entry required.Good verbal and written communication skills.Demonstrated ability to formulate clear, concise correspondence. Demonstrated ability to communicate telephonically in a customer-friendly, informative, and anticipatory manner.Ability to maintain confidentiality.Demonstrated knowledge of how to handle difficult situations and refer individuals to management and other departments, appropriately.Sound problem solving and listening skills.Ability to communicate effectively and work collaboratively across various departments.Demonstrated ability to prioritize work, meet deadlines, work with a high degree of detail. Physical Requirements: This is a full-time remote position. Due to the nature of this role, lifting of materials and equipment up to 25 pounds is required. Extended periods of sitting/standing are required.Speaking in fluent English is required as are excellent writing skills for written correspondence. The candidate must be able to hear, see and comprehend written documents to effectively perform this job. Extensive work on a PC and telephone, at a desk, with extended periods of sitting/standing are required.The physical demands and work environment that have been described is representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

Salary : $55,000 - $60,000