Account Executive

About the role

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. Provide coaching and education to 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 to ensure accuracy of work, excellent communication, and management of assigned customers.

Responsibilities

• 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 customers and disseminate information related to accreditation findings and status across supporting departments.
• Analysis: Evaluate and approve each corrective action in the customer’s Evidence of Standards Compliance forms to ensure they meet all established criteria. Upon approval, 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. Process high-volume requests from accredited/certified facilities for organizational changes via official Joint Commission letterhead, including withdrawal requests.
• Account Management: Support approximately 400 regional/corporate accounts by coordinating pre, post, and interim survey-related activities. Apply knowledge of state-specific and/or program-specific requirements. Demonstrate decision-making abilities by identifying issues, applying appropriate policies, and providing solutions to customers.
• Application Processing: Analyze services provided by assigned customer accounts at 9, 18, and 27-month intervals, as well as interim submissions, to determine survey length and surveyor cadre required.
• Report Processing: Process all survey reports, review accuracy of survey findings, apply appropriate decision outcomes, and set up post-survey follow-up activities. Create and review official letters for external stakeholders used for licensure and reimbursement from State/Federal sources, including CMS.
• Adaptability: Adapt to evolving business priorities, respond to onsite issues, apply workarounds, and ensure customer satisfaction.
• Technology: Navigate internal and customer-facing Joint Commission applications, document key information, assist customers via the extranet and webpage, and manage post-survey system responsibilities.
• Ongoing Education and Training: Participate in training to develop skills for assigned responsibilities. Maintain customer lists, track planned activities, and ensure follow-up events are processed within acceptable timeframes.
• Customer Satisfaction: Maintain high responsiveness, serve as a knowledgeable resource, and exemplify respectfulness to all customers. Escalate questions to the manager as needed.

Requirements

• Bachelor’s degree required.
• Customer service experience with up to 1 year of work experience.
• Healthcare background (preferred).
• Proficiency in Office technology (MS Office Suite, Teams, Zoom).
• Excellent written and verbal communication skills.
• Ability to learn Joint Commission policies and procedures related to Accreditation/Certification activities.
• Ability to handle accreditation/certification issues independently and under guidance.
• Ability to work in a team and meet team goals.
• Adaptability to evolving business needs.

Pay

Minimum USD $48,000.00/year
Maximum USD $55,000.00/year