Operations Specialist - Candidate Experience

Job Summary:

The Operations Specialist is responsible for assisting in the full lifecycle activities relating to certified Nurse Aides, by maintaining Nurse Aide state registries, adequate test centers, and ensuring testing availability is in accordance with Credentia and the applicable state standards.

Essential Duties and Responsibilities: The essential duties of the position include the following. Other duties may be assigned.

• Receive numerous inbound calls, emails and chats in order to ensure Nurse Aide candidates have the best customer experience. Call types include but not limited to:
• Schedule exams per applicable state requirements
• Nurse Aide certificate expiry dates
• Digitally update demographic information

Administrative tasks:

• Review, process, and approve applications; includes approval for testing, certificate renewals, scheduling exams, etc., following project policies and procedures.
• Verify licensing requirements utilizing State resources.
• Prepare process documentation for potential Nurse Aide activities as needed
• Monitor active state compliance in relation to Nurse Aide registries and testing.
• Schedule exams per applicable state requirements.
• Nurse Aide certificate expiry dates.
• Digitally update demographic information.
• Identify existing and potential issues which may incumber Credentia’s ability to administer Nurse Aide exams. Alert management to any potential issues, escalated issues, complaints, and trends.
• Maintain clear and consistent communication with Leadership.
• Provide reports and documentation to management as requested.
• Participate in frequent meetings, whether weekly, biweekly, or monthly.
• Monitoring events to determine changes needed.
• Review and respond to test applications and feedback forms.
• Participate in other special projects as assigned.
• Review and process applications in the designated internal CNA365 automated system following project policies and procedures.
• Responds to all mailboxes accordingly.
• Receive numerous inbound calls and chats in order to ensure Nurse Aide candidates have the best customer experience.
• Involve management when needed for escalation calls
• Cross-functional collaboration in order to support our Nurse Aide candidate experience
• Troubleshoot and resolve support tickets from our offsite contact center.
• Other duties as assigned.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The Operations Specialist must possess cooperative and collaborative people skills, including the ability to assist and maintain motivation and engagement within their team of Nurse Aide Evaluators.
• Associate’s degree preferred; High School Diploma or GED required.
• Two years’ experience in a customer service setting, administrative support setting, or other equivalent business setting.
• One year experience in a call center or contact center environment is a must.
• Ability to adapt well in the face of workplace stressors such as customer service complaints, maintaining the security of data, competing priorities of high significance to the successful function of the department
• Ability to read and comprehend instructions, correspondence, and memos.
• Ability to write moderately complex correspondence.
• Ability to effectively converse and present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to solve practical problems and deal with a variety of variables in multiple situations
• Ability to interpret feedback from others, uncover the source of problems, and provide feedback with effective solutions.
• Maintain attention to detail to ensure proper documentation of facts.
• Ability to use a variety of computer software programs such as Microsoft Office products, web browsers, and CRM tools.
• Team Leader experience would be valuable.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

A typical, climate-controlled office environment exists. The worker is not substantially exposed to adverse environmental conditions

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sedentary work: Substantial repetitive movements of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to view a computer monitor including extensive reading. Ability to speak and hear to interact with callers and coworkers.