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American College of Cardiology · 2 months ago

Manager, Accreditation and NCDR Account Management Support Services

Washington, DC

Full-time

Hybrid

Mid, Senior Level

$110K/yr - $150K/yr

3+ years exp

The American College of Cardiology is dedicated to transforming cardiovascular care and improving heart health. The Manager of Accreditation and NCDR Account Management Support Services will lead a team focused on providing excellent customer service and managing customer account support for Accreditation and NCDR programs.

EducationHealth CareMedical

Culture & Values

Responsibilities

Lead and develop a high-performing team of staff who are responsible for the account management support of the Accreditation and NCDR portfolio of registries and quality programs

Ensure the provision of excellent customer service through clear, concise and consistent written and verbal communication to all internal and external stakeholders

Maintain a positive, accountable culture

Establish, document and clearly communicate priorities, standards, and performance objectives for the Accreditation and NCDR Account Management support team, as well as individual staff on the team

Be the escalation point of contact for internal/external clients for complex cases and/or concerns

Oversee operational processes with a continuous quality improvement mindset. Manage the implementation, refinement and monitoring for processing Accreditation Services products and NCDR enrollments and customer account inquiries

Lead the team in the payment process including invoicing and proper coding of payments to provide to the ACC Finance Department

Maintain and refine, as appropriate, policies and procedures that support accuracy, consistency and efficiency

Optimize Accreditation/NCDR Salesforce instance performance and liaise with ACC’s IT department to manage interfacing with ACC Salesforce and ncdr.com. Monitor, clean and maintain customer and opportunity data in the Accreditation/NCDR Salesforce instance

Drive a culture of innovation in coordination with division team leaders through fostering a psychologically safe environment with intellectual honesty applying Innovator’s DNA philosophies to the team’s work and collaborative approach

Build strong relationships with diverse constituents and maintain credibility with peers, staff, ACC member volunteers, participants, vendors, and other critical stakeholders to promote product and program mission and vision in alignment with current strategic plans

Lead activities for digital storage of contractual documents including master agreements, data release consent forms, and commercial and independent vendor agreements following division guidance. Manage the processes around the use and execution of Data Release Consent Forms which provide ACC the legal authority to share clinical data on behalf of participants with third parties. Ensure optimal processes are in place to mitigate potential HIPAA non-compliance associated with these data sharing agreements

Monitor participant retention, enrollment and revenue for product enrollments and vendor agreements and track completion against targets. Maintain, refine and regularly share these reports with key stakeholders to inform Division leadership of performance in these areas

Ensure processes evolve and are documented so that new products and programs are properly integrated in the Accreditation/NCDR Salesforce environment in alignment with standard features and in support of any additional features required. This may also include modifying the Accreditation/NCDR Salesforce instance, ensuring knowledge transfer to colleagues, production of contractual and other relevant documents to capture changes and developing reports

Qualification

Salesforce administrationAccount managementCustomer serviceProcess improvementData governanceHIPAA complianceProject managementInterpersonal skillsVerbal communicationWritten communicationTeam collaborationFlexibility

Required

Client service oriented with proven track record & keen ability to resolve questions and complaints with clarity, resourcefulness, composure and respect

High school diploma plus minimum eight years relevant account management experience or bachelor's degree plus minimum three years of relevant account management experience. Evidence of progressive expansion of complexity of responsibilities during prior experience

Strong interpersonal skills, excellent verbal skills and written communications that are grammatically correct, concise and clear

Flexibility and ability to work in a dynamic environment

Comfortable consulting and collaborating with representatives from a wide variety of functional areas to resolve issues and improve service

Work effectively both in a team environment and independently

Demonstrated proficiency in Microsoft office including Outlook, Word, Excel and PowerPoint; comfortable with other computer-based applications

Ability to travel to annual off-site meeting one week per year, if required

Preferred

Demonstrated ability to lead and develop staff

Practical experience with and knowledge of customer relationship management (CRM) technologies. Demonstrated desire and ability to learn and understand SalesForce - such as SuperBadges or Certifications - preferred

Practical experience with data governance

In-depth knowledge of and/or application of process improvement methodologies

Practical experience with project management principles and/or Agile SCRUM processes

Practical experience creating and interpreting data and reports, developing software program requirements, implementation, and/or user acceptance testing (UAT)

Familiarity with Healthcare Insurance Portability and Accountability Act (HIPAA)

Practical experience with contracting, billing and collections

Benefits

Insurance (medical, dental, vision, basic life, and short- and long-term disability, and supplemental options)

Generous paid time off (pre-loaded vacation and sick, 12 holidays and an organizational shut-down during the last week of the year, parental leave, 2 community service days, and half-day summer Fridays)

Tuition assistance

A very competitive 10% retirement contribution after a year of service