Operations Specialist

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.

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;  
o    laboratory activity menu,
o    laboratory director information,
o    laboratory contact information,
o    laboratory demographic information
o    checklist usage,
o    Accreditation events and cycles, and
o    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.

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:
•    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

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