Accreditation Specialist (Customer Relations Representative)

Position Summary

Provides customer and administrative support to accounts in a geographic territory for the accreditation process, coordinates and documents each phase of the accreditation process, provides customer support to organizations seeking initial and continuing accreditation. Determines account readiness according to strict guidelines. Maintains computerized accredited organization files accurately and completely. Develops and maintains ongoing accurate knowledge of the accreditation process as well as Medicare, Medicaid, State Licensure, and all other requirements for all accredited services.

Principal Functions

• Processes accreditation applications in assigned area.
• Continuously develops and maintains knowledge and demonstrates proficiency in the accreditation process.
• Reviews accreditation applications for completeness and appropriateness, advises organizations on additional information needed or other accreditation services lines needed.
• Works closely with customers and CHAP Accreditation Operations to help ensure that accreditation milestones are met, and appropriate communication and coordination takes place to ensure resolution of application, contract and readiness issues.
• Executes on a specific cadence of customer outreach to ensure that customers renew at expected levels, and that customer support is delivered which exceeds expectations.
• Answers phone, and email about CHAP processes, and provides direction and support throughout the accreditation process for assigned accounts.
• Develops and delivers pricing according to CHAP agreed upon policies.
• Delivers renewal of accounts within their territory in accordance with CHAP budget.
• Maintains positive, pleasant and effective working relationships with all accounts.
• Escalates significant concerns to appropriate staff and/or leaders for support or intervention.
• Ensures accurate and complete information in CHAP LinQ is obtained and distributed to support the accreditation process.
• Monitors readiness to promote timely scheduling of site visits.
• Proactively contacts organization to ensure accreditation process is on cycle and/or informed of scheduling changes.
• Ensures that account is up to date and records are in order at all times in order to maintain a high level of confidence in the CHAP accreditation process.
• Ensures Site Visit Readiness according to a series of strict guidelines by Service Line in order to reduce the number of aborted or cancelled visits.
• Supports all customers and contributions to process improvement at CHAP by developing and continuously updating knowledge about the accreditation process and the nature of work for home care providers.

Qualifications

• Associate in arts (AA) Degree required, credential or certificate in health care or related business field preferred.
• Two to three years progressive experience in an administrative or customers service function.
• Fully proficient with Microsoft Office, related applications and web-based applications required.
• Demonstrated competency in computer skills.
• Good oral and written communication skills with proficiency in the English language.
• Demonstrated ability to communicate telephonically in a customer friendly and accurate manner, answering questions, and being proactive with assigned customers.
• Demonstrated knowledge of how to triage situations and provide resources or connect the customer to the appropriate individual in the organization.
• Demonstrate solid problem solving and listening skills.
• Ability to communicate effectively and work collaboratively with diverse populations.
• Demonstrate ability to prioritize work, meet deadlines, work with high levels of accuracy.