Operations Specialist

Who we are? As the world's largest organization of board-certified pathologists and leading provider of laboratory accreditation and proficiency testing programs, the College of American Pathologists (CAP) serves patients, pathologists, and the public by fostering and advocating excellence in the practice of pathology and laboratory medicine worldwide. Our Culture CAP employees make a meaningful difference by partnering with colleagues customers and members on challenging and rewarding work CAP provides its employees with an energetic and collaborative work environment and encourage opportunities to further develop their skills—offering reimbursement for educational programs and participation in events that enhance your skills We offer a generous compensation and benefits package, 401K, and more -- visit Careers at the CAP for more details Operations Specialist, LAP

FLSA: NE

Brief Description The Operations Specialist, LAP is responsible for: Managing the application/reapplication and tasks related to the pre-inspection processes to meet needs of inspectors, commissioners, and participant laboratories for LAP, FDT, BAP and RLAP. Maintenance of a laboratory’s accreditation cycle. Working independently using critical thinking skills and diverse procedures to manage pre-inspection processes for all programs and inspection initiatives. Advanced problem-solving abilities for routine and non-routine application and inspection situations. Monitoring accreditation timelines and workload distribution. Providing customer service for pre-and post-inspection processes. Source of Supervision The Operations Specialist, LAP reports directly to the Manager, LAP Operations. Specific Duties Primary Duties And Responsibilities Of The Operations Specialist, LAP Analyze, organize, and process requests for applications and the applications/reapplications materials for all accreditation programs, assuring completeness and accuracy within defined time periods, and initiate follow-up where necessary. Perform/review checklist usage report, on applications, reapplication and completed staff assignments, to ensure proper checklist assignment for the inspection process. Review, maintain and update laboratory demographics utilizing Organization Profile, Business Process Workflow (BPM) and Scores for; laboratory activity menu, laboratory director information, laboratory contact information, laboratory demographic information checklist usage, Accreditation events and cycles, and history. Process and communicate notification from laboratories of mergers, split-outs, reinstatements, anniversary date changes, onboarding calls, and terminations. Create Cases in Salesforce for relevant phone, email and chat inquiries. Perform personnel maintenance in Scores and Oracle. Specific Duties (continued) Primary duties and responsibilities of the Operations Specialist, LAP (continued): Provide ACD phone and chat assistance to program participants, inspectors, and commissioners regarding the accreditation cycle, application process, utilizing the online system to submit application/reapplication materials, requirements for accreditation and inspection process. Monitor and maintain the BPM Work Queue to ensure timely retrieval of application/reapplication and maintenance documents. Investigate, resolve, and respond to inquiries and problems related to the accreditation cycle, application process, materials, and the programs’ policies and procedures that come via phone, fax, email or Salesforce. Initiate appropriate correspondence and monitor follow-up of laboratory change approvals with Regional Commissioners. Identify potential enhancements for Scores, Oracle, Salesforce, and Online Application system (Org Profile) as it relates to application/reapplication and relevant accreditation cycle processes; participate in the design, testing, and implementation of these changes. Participate in the training and education of new Regional and State Commissioners, Regional Assistants, and other LAP staff. Participate as a productive team member to assure department goals and objectives are met. Perform other duties as assigned by the Director or Manager. Contacts The Operations Specialist, LAP Interacts And Has Contact With Accreditation contacts/laboratory personnel commissioners, inspectors, participant laboratory directors, and other CAP and LAP staff. Personal Knowledge / Skills Required / Preferred Excellent organizational and decision-making skills. Excellent communication skills both verbally and written. Professional Ability to prioritize fluctuating workload and multiple demands. Ability to meet deadlines. Demonstrated proficiency of clinical laboratory processes and terminology is desirable. Technical Familiar with Microsoft Windows’ applications and Oracle. Education / Experience College degree preferred but not required. Experience Minimum 2 years experience in a business or healthcare related business or customer service environment. Related Certifications None Additional Criteria Customer Service Commitment The College of American Pathologist (CAP) is committed to provide exceptional customer service that exceeds the expectation of those we service. Each and every employee at the CAP is expected to have the ability to inspire confidence, display a constructive and positive attitude, make ethical business decisions, and represent the company well in all aspects of customer service. Salary: $24.00-$30.00 Equal Opportunity Employer The CAP is an equal opportunity/affirmative action employer, providing equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, creed, color, religion, sex, gender identity and/or expression, national origin, age, ancestry, disability or genetic information, military status, sexual orientation, marital status, citizenship status, order of protection status, homelessness, or any other characteristic protected by federal law and the applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Applicants have rights under Federal Employment Laws: Family and Medical Leave Act Equal Employment Opportunity Employee Polygraph Protection Act #J-18808-Ljbffr College of American Pathologists