Associate, Business Operations and Account Management

Accounts Management Case ManagerThe Accounts Management Case Manager is a customer service focused individual with the primary responsibility of the administration of all inquiries for the Accounts Management team. This is not a sales role. This role also supports broader division operations needs and includes some accounting tasks.This position is based in Washington, DC where we have a hybrid work environment (roughly 40% of the time in the office).Major Duties and Responsibilities:Be the first point of contact for account management inquiries via the Salesforce queues for both Accreditation and NCDR answering if training has been provided else routing to colleagues for client resolutionProvide excellent customer support via calls and emails with prospective and existing participantsConduct routine follow-ups on open account management cases according to team policyManage processing of check batches received to account management lockboxes and wire reportsSupport maintenance of data and ensure current policies for tracking account status of all clients are documented and digitally stored according to division guidanceSupport business-critical tasks and projects, such as annual renewal process and/or financial monthly and year-end close, as directed by project or team leadAssist with the full life cycle of an account via Salesforce (CRM), including but not limited to the execution of participation agreements and invoicingSupport division's accounts payable and receivable, as needed. This may include reviewing agreements/contracts and interacting with colleagues to ensure compliance with established and documented procedures with the aim of ensuring timely, correct transactions and satisfied stakeholdersSupport division collections. This may include interfacing with vendors, participants, fellow division associates & team leaders, and/or members of the ACC Finance TeamRequired Qualifications:Demonstrated client service experience with keen ability to resolve questions and complaints with clarity, resourcefulness, composure and respectCurious, embracing a growth mindset and exhibiting a collaborative problem-solving approach to workWork effectively both in a team environment and independentlyHighly organized, able to manage change and be flexible, follows through on tasks in a timely mannerComfortable consulting and collaborating with representatives from a wide variety of functional areas to resolve issues and improve serviceAbility to work effectively with entry-level through executive-level stakeholdersHigh school diploma plus minimum 3 years of relevant experience or Bachelor's Degree in business administration or similar fieldStrong interpersonal skills, excellent verbal skills, written communications that are grammatically correct, concise and clear, ability to consistently type a minimum of 45 WPMFlexibility and ability to work in a dynamic environmentDemonstrated proficiency in Microsoft office including Outlook, Word, Excel and PowerPoint; comfortable with other computer-based applications and video conferencing tools and desire to learn new technologiesAbility to travel to annual off-site meeting one week per year, if requiredDesired Qualifications:Evidence of progressive expansion of complexity of responsibilities in prior work experiencePractical experience with and knowledge of customer relationship management (CRM) technologies. Demonstrated desire and ability to learn and understand SalesForce - such as SuperBadges or Certifications - preferredPractical experience with contracting, billing and/or collectionsExposure to project management principles, Agile SCRUM processes and/or process improvement methodologiesFamiliarity with Healthcare Insurance Portability and Accountability Act (HIPAA)Cost accounting experienceGL, month end close and/or revenue recognition experience