Operations Specialist

College of American Pathologists; Northfield Township (IL); On-site; USD 33,000 - 41,000; Full time

Job summary

The College of American Pathologists in Northfield, IL seeks an Operations Specialist to manage pre-inspection processes, applications, and communications for LAP, FDT, BAP and RLAP programs. The role requires independent work, strong problem solving, and careful coordination of accreditation timelines.

You will collaborate with inspectors, commissioners and laboratories, maintain confidential records in Oracle and Scores, and provide responsive customer service for both pre- and post-inspection

Qualifications

• College degree preferred but not required.
• Minimum 2 years experience in a business or healthcare related customer service environment.
• Excellent organizational and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to prioritize fluctuating workload and multiple demands.
• Ability to meet deadlines.
• Demonstrated proficiency of clinical laboratory processes and terminology.
• Familiar with Microsoft Windows applications and Oracle.

Responsibilities

• Analyze, organize, and process application and reapplication materials for all accreditation programs.
• Review and maintain checklist usage for applications, reapplications, and staff assignments.
• Update laboratory demographics in Organization Profile, BPM, and Scores.
• Communicate laboratory mergers, splits, reinstatements, anniversary changes, onboarding and terminations.
• Create cases in Salesforce for inquiries.
• Maintain personnel data in Scores and Oracle.
• Provide ACD phone and chat assistance regarding accreditation and application processes.
• Monitor BPM Work Queue to ensure timely retrieval of documents.
• Resolve inquiries related to accreditation cycle via phone, fax, email or Salesforce.
• Coordinate correspondence and follow-ups on laboratory change approvals with Regional Commissioners.
• Suggest enhancements for Scores, Oracle, Salesforce, Org Profile.
• Assist in training new staff.
• Collaborate to achieve department goals.
• Perform other duties as needed.

Skills

Organizational skills

Communication skills

Prioritization

Deadline management

Clinical lab processes knowledge

Education

College degree preferred

Healthcare/customer service experience

Tools

Salesforce

Scores

Oracle

BPM

Org Profile system

Job description

Brief Description

The Operations Specialist 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.

Specific Duties

Primary duties and responsibilities of the Operations Specialist:

• 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.


• 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.

Knowledge/Skills Required/Preferred

Personal

• 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

Education

• 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

This position is based out of the Northfield, IL office. Candidates must reside within 75 miles of the Northfield headquarters and meet in-office requirements.

Salary Range: $24.00 - $30.00 hourly