Credentials Specialist, AOIA

The mission of the American Osteopathic Association is to advance the distinctive philosophy and practice of Osteopathic Medicine.

I. JOB SUMMARY 

The Credentials Specialist of the American Osteopathic Information Association (AOIA) is responsible for customer service, financial, operational, and account management functions for Profile clients. This position requires excellent customer service skills to ensure  operational efficiency of the AOA Profiles business line and a seamless customer experience for physicians and other external clients. Under the direction of the Director of Operations and Analytics, makes recommendations for process improvement and enhancements that better serve AOIA’s customers and is responsible for ensuring the successful implementation of such enhancements. 

The person in this position must demonstrate teamwork, adaptability, and a willingness to gain new knowledge.

II. ESSENTIAL FUNCTIONS
 

• Explains Profile service and procedures to all customers, including but not limited to AOA members, other physicians, state licensing boards, external credentialing or privileging staff, the AOA Member Service Center (MSC), and other AOA staff. Appropriately escalates customer service or related issues to Director of Operations and Analytics or other agencies and AOIA/AOA staff.
• Documents and continuously updates workflow procedures for the management of customer service, financial, and account management functions for Profile clients.
• Under the direction of the Director of Operations and Analytics, responsible for managing data collection activities related to the Profile business line, including proactive outreach to physicians and other relevant medical professionals. Must demonstrate excellent oral and written communication skills.
• Serves as primary point of contact for MSC’s Profile support requests and second level support for physician and external client issues relating to Profiles.
• Attends educational events to learn credentialing standards and policies; continually upgrades knowledge and skills through career and technical training and attendance at related seminars and meetings.
• Works with appropriate AOA departments and staff to correct database errors, omissions, and other data integrity issues.
• Ensures that all checks and credit card transactions are processed with accuracy and forwarded to Finance on a daily basis.
• Manages the Profile client account reconciliation process, including tracking payments and analyzing financial data, to ensure correct revenue allocation and that only open and active accounts are maintained within the accounting system.
• Creates invoices in accordance with existing contract timelines and ensures timely collection of outstanding balances.
• Conducts market research to ensure continued growth of the AOA Profile business line, including outbound calls to existing or potential customers. 
• Makes recommendations for process improvement and enhancements that better serve constituents.
• Provides backup staffing and support to AOIA departments as needed to respond to phone calls, emails, and to fulfill customer requests for other AOIA business lines.
• Assists AOIA team members with process improvement projects, reporting duties, and other operational activities as required.
• Performs other duties as assigned by immediate supervisor or his/her designee.

III. OTHER RESPONSIBILITIES

As assigned.

IV. MINIMUM QUALIFICATION OR EXPERIENCE 
 

Education:  BA or BS degree in Education, business, or related field
 

Experience: 
Two or more years in healthcare and/or demonstrated excellence in service environment required.
Able to prioritize and meet deadlines.
Strong organization skills.
Detail oriented with excellent administrative skills and ability to multi task.
Excellent verbal and written communication skills.

Licensure or Certification:  None

V. SPECIAL SKILLS/EQUIPMENT
 

• Excellent verbal, writing and interpersonal skills.
• Exceptional problem-solving and dispute resolution skills to deliver excellence in customer service.
• Proficient in use of Microsoft Office. Microsoft Access and/or SQL experience a plus.
• Demonstrates basic understanding of accounting principles.
• Broad-based knowledge of credentialing policies and procedures, plus AOIA programs and billing practices is essential.
• Must be team-player and willing to work collaboratively with AOIA and AOA staff.
• Ability to multi-task and follow-through on assignments and tasks in multiple subject areas.
• Must be proactive in identifying and escalating issues that arise in the delivery of services and meeting credentialing standards.

The person must be comfortable working in an area focused on service excellence, innovation, building engagement, and constantly seeking efficiencies in workflow.

AOA is an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity, expression or any other characteristic protected by applicable federal, state, or local laws.  We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or practice in the investigation of any complaint, or otherwise oppose discrimination. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.