Account Executive - The Joint Commission

Overview

Primary customer liaison between prospective and accredited/certified organizations at The Joint Commission. Manage assigned customer accounts throughout the duration of the Accreditation/Certification cycle and all ancillary related activities.   Manage and assess the customers’ preparedness for surveys, coordinate survey planning, executing post survey analysis, and follow-up communications.  Provide coaching and education to the customers related to the Accreditation/Certification process, workflows, enhancements/changes to the survey process and regulatory changes. Work under the guidance of the Lead Account Executive on an ongoing basis to ensure accuracy of work, excellent communication, and management of assigned customers.

Responsibilities

As trained on all Joint Commission policies, the Account Executive will:

• Customer Relationships: Maintain strong rapport with Primary Accreditation contacts in assigned accounts, Corporate Accreditation Contacts, C-Suite executives, and other identified survey coordinators. Serve as the primary point of contact for all TJC external communications with the customers and disseminate information related to accreditation findings, status, etc. across the various departments and division that support the accreditation/certification process.  Monitor customers follow up activities with the use of data reports to manage account workload. Knowledgeable in all accreditation/certification policies, performance measure management and all customer systems that collect data.
• Analysis: Evaluate and approve each corrective action in the customer’s Evidence of Standards Compliance forms to ensure they are meeting all established criteria. Upon approval of the Evidence of Standards Compliance form, an accreditation/certification decision is awarded.
• Correspondence: Create correspondence for survey reports and decisions, extension surveys, survey agendas, new services added, address changes, and change of ownerships. Also, receives high volume of requests from accredited/certified facilities to address organizational changes via official Joint Commission letterhead including the processing of withdrawal requests.
• Account Management: Support approximately 400 regional/corporate accounts coordinating pre, post and interim survey related activities; including application of knowledge and ability to reference state specific and /or program specific requirements. Demonstrate decision making abilities by identifying the issues, applying the appropriate policy, providing the customer with possible solutions to resolve the issue, and determining the need for appropriate escalation when required.
• Application Processing: Provide analysis of the services provided by assigned customer accounts at the 9, 18, 27-month intervals, as well as any interim application submissions, to determine appropriate length of survey and surveyor cadre required.
• Report Processing: Process all survey reports, to include a review of the accuracy of survey findings, application of appropriate decision outcomes, and setting up post follow up survey activity with assigned customers. Create and review for accuracy official letters and communications to external stakeholders that are used for organizations licensure and reimbursement from State/Federal sources, including Center for Medicare/Medicaid Services (CMS).
• Adaptability: Demonstrate the ability to adapt to evolving business priorities and changes as business needs require including immediate response to onsite issues, application of workarounds and alternatives, and ensuring customer satisfaction.
• Technology: Be skilled with navigation of all internal and customer facing Joint Commission custom applications such as but not limited to documenting key information to ensure communication with the appropriate departments to support survey activities, navigate the extranet page and webpage to assist customers, and managing responsibilities in the post survey system.
• Attend Ongoing Education and Process Training for Job Responsibilities: Participate in ongoing training that is designed to develop the skills of the service team staff (at all levels) to carry out the assigned job responsibilities.
• Maintains customer lists and tracks planned activities and required submissions: Communicate with customers to ensure follow-up events are received within acceptable timeframes for processing. Work with the manager and other departments to resolve issues as needed. Follow-up with the scheduling unit on a regular basis regarding unscheduled follow-up surveys that are past due to remedy.
• Maintain a High Level of Customer Satisfaction:  Maintains a successful level of responsiveness, serves as a knowledgeable resource of information or liaison, and conducts oneself in a manner that exemplifies respectfulness to all customers, internal and external.  If assistance is needed in meeting customer service expectations, questions are referred to the manager.

Qualifications

• Bachelor’s degree required.
• Customer Service experience with up to 1 year of work experience.
• Healthcare background (preferred).
• Must be able to effectively use Office technology such as (MS Office Suite, Teams, Zoom).
• Excellent written and verbal communication skills.
• Must be able to learn all relevant Joint Commission policies and procedures related to Accreditation/Certification related activities.
• Must be able to handle accreditation/certification issues and services independently and under the guidance of the Lead AE as needed.
• Ability to work with a team and meet team goals.
• Must be able to adapt to ever evolving business needs.

This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. The description is not an exhaustive list of all duties, responsibilities, knowledge, skills, and abilities, and working conditions associated with this position. All requirements are subject to possible modification and reasonably accommodate individuals with disabilities.