Operations & Client Services Specialist

Job description

Who we are?

As the world's largest organization of board-certified pathologists and leading provider of laboratory accreditation and proficiency testing programs, the College of American Pathologists (CAP) serves patients, pathologists, and the public by fostering and advocating excellence in the practice of pathology and laboratory medicine worldwide.




Our Culture



+ CAP employees make a meaningful difference by partnering with colleagues customers and members on challenging and rewarding work

+ CAP provides its employees with an energetic and collaborative work environment and encourage opportunities to further develop their skills—offering reimbursement for educational programs and participation in events that enhance your skills

+ We offer a generous compensation and benefits package, 401K, and more -- visit Careers at the CAP (https://www.cap.org/careers-at-the-cap) for more details







Brief Description
The Operations & Client Services Specialist is responsible for:


+ Managing and triaging incoming inquiries and customer interactions

+ Providing operational and administrative support to directors, managers, and other staff within the team

+ Managing communication, flow of information, and correspondence throughout the department

+ Assisting with special projects as assigned

+ Demonstrating the Leadership Values on a daily basis

+ Making independent decisions following established procedures and guidelines set by team directors



Specific Duties
Primary duties and responsibilities:


+ Provide operational and administrative support to the CPDS and Informatics Teams, including:
+ + Calendar support and management for director

+ Conference call and meeting scheduling

+ Conference and seminar forms

+ Coordinating CPDS team meetings

+ Assist in agendas preparation

+ Note taking, transcription, and distribution of meeting minutes

+ Copying, scanning, filing

+ Mail distribution

+ Document preparation assistance, including review and formatting to CAP style (PPT presentations, Word docs, etc.)

+ Ordering of team supplies

+ Coordinating and organizing team activities, including working meals and teambuilding activities

+ Expense report entry





+ Provide operational and administrative support in interactions with IS, CDM, Shared Services, and other CAP departments

+ Prepare purchase requisitions, process/code expense reports, and perform other financial activities as required

+ Represent division on the ASK Task Force, bringing pertinent issues and information from a support services perspective.



+ Serve as backup for the Operations Manager when necessary and where appropriate

+ Business Development Team support specifically includes:
+ + Process eCC and eFRM licenses, including new and renewal accounts

+ License agreement support (filing, scanning, copying, organization, and internal routing for signatures)

+ Phone support

+ Enter all customer interactions in Salesforce

+ Manage client set up in Fileshare, including set-up, validation, and maintenance

+ Manage CAP eCC and Protocol inbox/inquires and CPDS Salesforce cases – Act as the initial customer service point-of-contact for the team, respond to customer inquiries, and triage inquiries to the Business Development Team as appropriate.



+ Calculate the monthly eFRM revenue split for our business partner (mTuitive) – complete revenue split worksheet for each month and individual revenue splits, put together supporting documents and check request

+ Manage customer outreach for PO’s – reach out to eCC and eFRM customers every month regarding annual invoice and send quotes when requested





+ Clinical Release Team support specifically includes:



+ Manage CAP eCC and Protocol inbox/inquires and CPDS Salesforce cases – Act as the initial customer service point-of-contact and triage inquiries to team staff and authors as appropriate

+ Track customer inquiry metrics in YouTracks

+ Manage weekly meetings with appropriate team staff to review open customer inquiries and next steps

+ Assist with CAP electronic Cancer Checklists (CAP eCC) and CPDS products release communications

+ Assist with formatting of Word and PDF documents for protocol releases



+ Informatics Team and Committee support specifically includes:
+ + Webinar and conference call scheduling

+ IHE PaLM group administrative work (i.e., post meeting minutes, maintain google groups listserv, maintain IHE PaLM webpage, monitor requests for new PaLM members, etc.)

+ Prepare and send out agenda books for AI Committee and Informatics Committee meetings
+ + Send out meeting minutes for review and collect responses for both the AI Committee and Informatics Committee

+ Review and code member reimbursements for Informatics Committee and AI Committee

+ Prepare and submit purchase requisitions

+ Resource guide production




Other duties as assigned




Knowledge/Skills Required/Preferred
Personal:


+ Excellent interpersonal skills.



+ Excellent attention to detail.



+ Excellent verbal and written communication skills.




Professional:


+ Able to organize work in an environment of multiple priorities and time constraints.



+ Handle confidential information appropriately.




Technical:


+ Proficient in Microsoft Office suite

+ Proficient computer skills with ability to learn new applications.







Education/Experience
Education:


+ Associate or Bachelor degree preferred; high school diploma/ GED required.




Experience:


+ 3-5 years business operations, administrative assistant, or office experience.




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.



Salary Range: $26.00 - $33.00 hourly







Equal Opportunity Employer The CAP is an equal opportunity/affirmative action employer, providing equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, creed, color, religion, sex, gender identity and/or expression, national origin, age, ancestry, disability or genetic information, military status, sexual orientation, marital status, citizenship status, order of protection status, homelessness, or any other characteristic protected by federal law and the applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Applicants have rights under Federal Employment Laws: Family and Medical Leave Act Equal Employment Opportunity Employee Polygraph Protection Act



Job Details

Job Family Operations
Pay Type Hourly

Required Skill Profession

Other General