Customer Operations Coordinator (Remote)

AHIMA; Chicago (IL); Remote; USD 70,000 - 80,000; Full time

Job summary

Join a leading organization dedicated to improving healthcare through quality management of health information. The Customer Operations Coordinator will play a pivotal role in processing applications and enhancing the customer experience, demonstrating AHIMA's commitment to service excellence. This remote position requires strong communication skills and a collaborative spirit, ensuring all customer inquiries are handled efficiently.

Qualifications

• 3+ years' experience in customer or business operations is mandatory.

Responsibilities

• Assist with operations concerning AHIMA certification exams and microcredentials.
• Manage customer inquiries related to candidate eligibility and application processes.
• Provide superior quality customer service and support for certification-related issues.

Skills

Communication

Problem Solving

Customer Service

Collaboration

Education

Bachelor's degree or related work experience

Job description

Customer Operations Coordinator (Remote)

Join to apply for the Customer Operations Coordinator (Remote) role at AHIMA

Customer Operations Coordinator (Remote)

Join to apply for the Customer Operations Coordinator (Remote) role at AHIMA

About Us

The

About Us

The American Health Information Management Association (AHIMA) is a global nonprofit, membership association for health professionals involved in the health information management needed to deliver quality health care to the public. We do this by providing education, certification, professional development, and advocacy. We have more than 60,000 members and credential more than 100,000 AHIMA health information professionals.

In our mission to empower people to impact health, our core values guide our business and our actions.

We have integrity in our work and relationships. Our passion for doing the right thing and sharing knowledge and resources makes us trustworthy, credible, and accountable leaders.

We act boldly with intention. We go after big ideas and big challenges with purpose because we recognize the influence and impact our work on people's health, safety, and well-being.

We are inclusive so that humans are at the center of everything we do. We see the whole person and respect the inherent dignity of every human. We make space for different voices and opinions to help us get the best results.

Diversity and equal opportunity

AHIMA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, gender identity, race, color, religious creed, national origin, age, sexual orientation, physical or mental health disability, or protected veteran status.

At AHIMA, we come to work every day to help make healthcare better through the trusted use of health information - from the operating room to a smartwatch - no matter when or where it is accessed.

What does this role do at AHIMA?

The Customer Operations Coordinator will assist with all operations concerning AHIMA certification exams/microcredentials, including application and request processing, eligibility, and recertification.

The Customer Operations Coordinator will be responsible for processing transcripts/early tester RHIA/RHIT applications, resolving microcredential inquiries/assistance, managing the recertification yearly audit, and assisting customer inquiries with recertifying including CEU inquiries including communicating and documenting the processes. This position by design is a highly visible public-facing position that works collaboratively with vendors/subject matter experts (SMEs) and other internal AHIMA departments (e.g., IT, marketing, customer relations, etc.) to implement and maintain a high-quality customer experience. The individual who holds this position exemplifies the AHIMA mission, vision, and values and acts in accordance with AHIMA policies and procedures.

What are some of the responsibilities?

• Communicates with internal and external stakeholders regarding certification/recertification, micro-credentials, and other operational concerns.
• Manages customer inquiries related to candidate eligibility, application processes, necessary testing documents/material, recertification.
• Works with internal departments (e.g., customer relations, marketing, etc.) to understand customer issues related to certification.
• Assists with certification and micro-credential operational processes - applications, records, data accuracy, transcripts, candidate eligibility, recertification, product promos/vouchers.
• Collaborates with all stakeholders including certification staff, CCHIIM, IT, customer relations, and vendors.
• Maintain, identify improvements, and recommend changes to policy and procedures documentation to support all certification, microcredential, and recertification operations.
• Work with IT/vendor to support system changes/improvements to provide a consistent and quality process for candidates.
• Provide superior quality customer service to members, non-members, and internal staff via various channels of communications - i.e., e-mail, web inquiries, ticketing/cases, and phone/outbound calls. This would include researching, problem solving, resolution, and prompt follow through.
• Demonstrate patience, positivity, and empathy in all customer and colleague interactions. Strive to exceed customer expectations and ensure their satisfaction in every situation.
• Display professionalism and courtesy when communicating with customers and colleagues, fostering a positive and respectful work environment.
• Accurately update customer records with relevant information after each interaction. Document customer correspondence on their account/order record for future reference.
• Utilize probing questions to fully understand customer situations and provide appropriate assistance.
• Seek support from leadership and team members when necessary to address complex issues.
• Demonstrate the ability to receive information effectively and restate it clearly to others to ensure accurate communication with customers.
• Navigate multiple tools, browser tabs, and systems to find correct answers and provide accurate information to customers
  
  

What are the knowledge and skills requirements?

• Bachelor's degree or related work experience, required.
• 3+ years' experience in customer or business operations

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care

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