Account Representative I

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 Manager, Accreditation Operations, the Account Representative is responsible for daily operations and client management to ensure timely service delivery from application review to accreditation/certification decision. This role involves client engagement throughout the 1095 cycle, ensuring continuous compliance with AAAHC Standards, policies, and procedures, and delivery of quality, timely customer service to clients, surveyors, and governance members. Success in this position requires a proactive attitude toward acquiring new skills, tools and technical abilities whether through training programs, self-study, or asking questions and integrating learnings into daily tasks to effectively perform and contribute. Strong multitasking ability, attention to detail and effective time management are essential

• Manage the client accreditation/certification account management process for new and renewal clients as assigned including:
  • Review incoming client applications for completeness to ensure accurate scoping, Standards curation, and surveyor assignment, and follow up with clients to clarify input and request additional application information as necessary; includes facilitating 1095 Engage Change Notifications for renewal clients
  • Where necessary, collaborate with Scheduling Coordinators to ensure timely survey/surveyor match and scheduling; collaborate with Manager and Business Development (BD) for determining onsite survey scope (i.e., days/surveyors needed) for multi-event survey tours
  • Develop and maintain working knowledge of AAAHC Standards interpretation, operational processes, policies and procedures sufficient to address client questions; includes full AAAHC program portfolio aligned with training progression
  • Analyze Survey Reports to ensure completeness, compliance and consultative commentary quality, appropriate Standards interpretation, and potential conflicts among related Standards compliance ratings/commentary; follow-up with Surveyor(s) to clarify report information, seek corrections, or question Standards application that may impact accreditation/certification decision. Recommend an accreditation/certification decision for Accreditation Committee/Work Group consideration
  • Review and process significant organizational changes (i.e., Change Notifications) and follow-up action as necessary including requests for additional information and escalation to Clinical Services or Manager
  • Complete timely Survey Report reporting including POCs for client organizations for which AAAHC maintains an oversite agreement (e.g., CA Medical Board, CMS)
  • Review organization-submitted Plans of Correction (POC) for appropriateness and completeness; follow-up with client for additional information or clarification as necessary and triage client Objections with Surveyor as appropriate
• Respond to, triage, escalate, and document client information requests and Standards interpretation questions; ensure quality client service through demonstrated proficiency with Standards interpretation, report analysis, and policy/procedure compliance
• Prioritize and maintain timeline/action plans for assigned Applications, Survey Reports, POCs, and Change Notifications, and adhere to process deadlines; meet performance goals (e.g., monthly volume, TAT, quality) and proficiency requirements. Apply workload prioritization based on program, survey type, client agreement status (i.e., government contracts; CQAs), and renewal anniversary dates and new client application age
• Maintain proficiency in use of 1095 Engage accreditation management system to ensure effective client and surveyor support; participate in UAT for system enhancements, as requested
• Complete Medicare Deemed Status Standards Training and fulfill training QC requirements demonstrating proficiency in interpreting MDS Standards, policies, and survey report review processes

Minimum Qualifications and Job-specific Competencies Required

• Bachelorís Degree or equivalent work experience demonstrating necessary skills
• Excellent verbal and written communication skills
• Attention to detail with a focus on quality and results
• Ability to multi-task with demonstrated effective time management
• Customer service orientation
• Microsoft Office proficient (i.e., Outlook, Word, Excel, PowerPoint)

Preferred Qualifications

• 2 years of relevant work experience
• Customer Service work experience
• Knowledge of health care service industry

Working Conditions & Travel Expectations

• Occasional evening conference calls not to exceed 2 calls per month

Physical Requirements

• Sedentary work: Exerting up to 10 lbs of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Salary varies based on experience, location, and qualifications