Overview

　　Primary customer liaison between prospective and accredited/certified organizations at The Joint Commission. Manage assigned customer accounts throughout the duration of the Accreditation/Certification cycle and all ancillary related activities. Manage and assess the customers’ preparedness for surveys, coordinate survey planning, executing post survey analysis, and follow-up communications. Provide coaching and education to the customers related to the Accreditation/Certification process, workflows, enhancements/changes to the survey process and regulatory changes. Work under the guidance of the Lead Account Executive on an ongoing basis to ensure accuracy of work, excellent communication, and management of assigned customers.

　　Responsibilities

　　As trained on all Joint Commission policies, the Account Executive will:

　　Customer Relationships:Maintain strong rapport with Primary Accreditation contacts in assigned accounts, Corporate Accreditation Contacts, C-Suite executives, and other identified survey coordinators. Serve as the primary point of contact for all TJC external communications with the customers and disseminate information related to accreditation findings, status, etc. across the various departments and division that support the accreditation process.

　　Report Analysis:Evaluate and approve each corrective action in the customer’s Evidence of Standards Compliance forms to ensure they are meeting all established criteria. Upon approval of the Evidence of Standards Compliance form, an accreditation/certification decision is awarded.

　　Correspondence:Create correspondence for survey reports and decisions, extension surveys, survey agendas, new services added, address changes, and change of ownerships. Also, receives high volume of requests from accredited/certified facilities to address organizational changes via official Joint Commission letterhead.

　　Account Management:Support approximately 400 regional/corporate accounts coordinating pre, post and interim survey related activities; including application of knowledge and ability to reference state specific and /or program specific requirements. Demonstrate decision making abilities by identifying the issues, applying the appropriate policy, providing the customer with possible solutions to resolve the issue, and determining need for appropriate escalation when required.

　　Application Processing:Provide analysis of the services provided by assigned customer accounts at the 9, 18, 27-month intervals, as well as any interim application submissions, to determine appropriate length of survey and surveyor cadre required.

　　Report Processing:Process all survey reports, to include a review of the accuracy of survey findings, application of appropriate decision outcomes, and setting up post follow up survey activity with assigned customers. Create and review for accuracy official letters and communications to external stakeholders that are used for organizations licensure and reimbursement from State/Federal sources, including Center for Medicare/Medicaid Services (CMS).

　　Adaptability:Demonstrate the ability to adapt to evolving business priorities and changes as business needs require including immediate response to onsite issues, application of workarounds and alternatives, and ensuring customer satisfaction.

　　Technology:Be skilled with navigation of all internal and customer facing Joint Commission custom applications such as but not limited to: documenting key information to ensure communication with the appropriate departments to support survey activities, navigate the extranet page and webpage to assist customers, and managing responsibilities in the post survey system.

　　Attend Ongoing Education and Process Training for Job Responsibilities: Participate in ongoing training that is designed to develop the skills of the service team staff (at all levels) to carry out the assigned job responsibilities

　　Qualifications

　　Bachelor’s degree 

　　Customer Service experience with up to 1 year of work experience

　　Healthcare background (preferred)

　　Must be able to effectively use Office technology such as (MS Office Suite, Teams, Zoom)

　　Excellent written and verbal communication skills

　　Must be able to learn all relevant Joint Commission policies and procedures related to Accreditation/Certification related activities.

　　Must be able to handle accreditation/certification issues and services independently and under the guidance of the Lead AE as needed

　　Ability to work with a team and meet team goals

　　Must be able to adapt to ever evolving business needs

　　Job Locations US-IL-Oakbrook Terrace

　　Job ID 2023-6282

　　# of Openings 1

　　Category Account Representative

　　Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

　　Please view Equal Employment Opportunity Posters provided by OFCCP here.

　　The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

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