Administrative Support Coordinator I

Job Description

Job Description

Join Our Mission to Elevate Ambulatory Health Care

At AAAHC, we are more than just a team; we are at the forefront of improving health care quality through accreditation. Our employees are the heartbeat of our mission-based culture, dedicated to applying their diverse skill sets—technical, research, clinical, analytical, and data-driven—to improve health care quality through accreditation. As we celebrate over four decades of excellence, we invite you to become part of our story. Here, your work is not just a job; it’s a journey filled with opportunities to learn, grow, and contribute to a higher purpose. Embrace the chance to be part of a community that values quality every day and strives for excellence in ambulatory health care.

What do we offer?

We prioritize our employees’ wellbeing by providing a comprehensive benefits package that includes:

• Compensation:  Receive annual merit increase consideration and an annual discretionary bonus
• Work-Life Balance:  Enjoy generous paid holidays, increasing paid time off with tenure, and potential hybrid schedule eligibility
• Health & Wellness: Take advantage of our medical, dental, and vision plans including company contributions to HSA as well as our wellness reimbursement benefit
• Retirement Plan: Invest in your future with our robust 401(k) plan that includes a company contribution and match
• Professional Development: Advance your career with ongoing training and educational opportunities along with a tuition reimbursement program
• Life & Disability Insurance: Experience peace of mind with company-paid short/long-term disability, life, & AD&D insurance
• Employee Assistance Program: Access support services for personal needs

Position Description 

Reporting to the Senior Manager, Procurement & Workplace Operations the Administrative Support Coordinator is responsible for providing excellent customer service as a key gateway for clients, Surveyors, other stakeholders, and employees to contact and access support within AAAHC. The individual in this role will: answer, and/or route calls and emails from the main phone and inboxes, welcome visitors, maintain reception and office security, and perform various clerical and office services duties to maintain smooth AAAHC operations. 

Office services duties include mail handling, weekly supply inventory maintenance, ordering and restocking of café and office supplies, and efficient and timely order fulfillment for client certificates and online orders. This role utilizes a customer service platform to capture call and email inquiries to ensure timely service and Excel and PowerPoint to compile monthly front desk workload metrics providing insight for management process improvement considerations. This individual will provide meeting and organizational event support and other ad hoc support as needed.

• Ensure timely, efficient response to incoming main line phone calls and designated email inboxes volumes; strive to deliver first contact resolution and develop Front Desk capabilities
• Log all emails and phone calls via the Customer Relationship Management (CRM) platform (e.g., Freshdesk) or other ticketing tools. Ensure proper categorization and complete required inquiry fields to drive accurate metrics, appropriate agent assignment, and to achieve service level targets. If possible address inquiry or triage as necessary to appropriate subject matter expert person/department
• Achieve established service level goals including live answer rate and email turnaround time targets
• Analyze call topics and related service issues to identify frequently asked questions/inquiries and use to build and maintain a Front Desk reference manual to support prompt service and obtain education and training to enhance first contact resolution abilities
• Produce and ship complimentary accreditation/certification certificates; fulfill webstore product orders accurately and within established target timeframes, including additional certificate orders, handbooks, toolkits, and brochures, collaborating with Finance and Marketing on all aspects of order fulfillment to deliver quality customer service and comply with expedited shipping requests; identify and recommend opportunities to streamline the fulfillment process
• Act as an AAAHC ambassador, warmly welcoming visitors by greeting, directing, and announcing them appropriately. Maintain suite security using established procedures, monitoring visitor sign-in book, issuing visitor badges, and regulating access. Ensure the reception and common areas are always clean and presentable, and guests are comfortable. Promote employee security through badge usage and identify opportunities to improve security measures. Support Emergency Evacuation Team (EET) planning and protocols serving as an EET member and liaising with the Security Desk and building office as instructed by manager
• Perform incoming and outgoing mail service function including delivery of incoming mail and packages. Determine the most cost-effective, appropriate freight/mail method for outgoing mail and shipments and execute accordingly; coordinate pick-up and delivery of express/overnight mail services (e.g., UPS, FedEx). Assist other departments with large outgoing shipments. Track shipments, monitor delivery, and validate shipping bills for accuracy
• Create and maintain a quarterly shipping revenue and cost report to ensure appropriate shipping fees are assessed, collaborating with the Purchasing Analyst to identify cost reduction opportunities
• Assist with office services duties including ordering, receiving, stocking, and maintaining cafe and office supply inventory as directed and in collaboration with the Purchasing Analyst; ensure central office equipment is in good working order and coordinate with IT to arrange for service as needed. Maintain common areas and ensure all conference rooms are stocked with supplies and remain clean, including whiteboards
• Provide support to the Finance team by: 
• Compiling weekly revenue data to populate management revenue dashboard
• Assisting with the Concur travel expense report processing and monitoring as directed 
• Completing freight and mail monthly reconciliations 
• Support HR with new employee onboarding via setup of new employee desks/work areas, as requested
• Support All Staff and large team meetings and AAAHC events by ensuring training/conference room configuration is appropriate, ordering and setting up refreshments as needed, and assisting event planner; reset space post-meeting
• Update and maintain Front Desk policies and procedures to reflect current practices and support onboarding and backup needs to ensure high-level client services. Support AAAHC Records Retention policies by ensuring digital and physical files meet mandated retention periods, are secured as required and directories are well-organized
• Provide organizational support for special projects and as needed by other departments

Minimum Qualifications and Job-specific Competencies Required

• At least three years' customer service/receptionist experience in a corporate setting
• High School Degree or GED 
• Excellent verbal and written communication skills to a variety of audiences
• Effective organizational and time management skills; detail oriented and able to multi-task
• Excellent customer service skills, demonstrating a high level of professionalism; strong service orientation to clients, employees, and other stakeholders
• Good working knowledge of standard telephone systems, auto attendant features and other equipment (e.g., copiers, shipping equipment)
• Exhibits a team oriented, collaborative approach to all work
• Microsoft Office Suite proficiency (i.e., Outlook, Word, Excel, PowerPoint)

Preferred Qualifications