Customer Service/Administrative Clerk

About us:

AAAHC advocates for the provision of high-quality health care through the development and adoption of nationally recognized standards. We provide a valuable survey experience founded on a peer-based, educational approach to onsite review. The AAAHC Certificate of Accreditation demonstrates an organization’s commitment to providing safe, high-quality services to its patients—every day of the 1,095-day accreditation cycle.

Our work environment includes:

• Brand new, modern office setting
• Complimentary snacks in the office
• 37.5 hour work week
• Growth opportunities
• Wellness programs

About the Role:

Reporting directly to the Manager, Finance & Administrative Services this full-time Customer Service/Administrative Clerk position is responsible for providing excellent customer service as a key gate way for clients, surveyors, other stakeholders, and employees to contact and access support within AAAHC. The individual in this role will: answer, and/or route calls and emails from the main phone and inboxes, welcome visitors, maintain reception security, perform varied clerical and office services duties to help keep AAAHC running smoothly. Office services duties include mail handling, weekly supply inventory maintenance, ordering and restocking of café and office supplies, and efficient and timely order fulfillment for online orders. This role utilizes Excel and PowerPoint to compile monthly Front Desk workload metrics providing insight for management process improvement considerations. This individual will support meetings and organizational events. The ideal candidate will provide ad hoc and project-based support to the entire organization as needed.

• Under the direction of the Manager, Finance & Administrative Services, shares responsibility for addressing all incoming main line phone calls and designated email inboxes.

• Efficiently and professionally answers incoming calls to the AAAHC main line and email inboxes; addresses inquiries and provide prompt support, forwarding inquiries if needed to the appropriate person/department to ensure quality customer service. Achieves live answer rate targets and related KPIs. Handles emails achieving two hours turnaround time.
• Logs all contact volumes as determined by the manager and identify frequently asked questions/inquiries. Works with all departments to develop answers to common requests/questions to mitigate the need to route calls that can be directly answered.
• Using Microsoft Excel and PowerPoint, generates and presents monthly workload volume reports to monitor performance, understand opportunities for workflow management and advises departments of communicating recommended enhancements.
• In collaboration with IT and HR, ensures organizational phone numbers and email addresses are maintained and routinely updated in Chronicall and Outlook. Leveraging Chronicall and Mimecast, extracts department call and email volumes to support organizational metric reporting.
• Accurately fulfills all product orders, including accreditation/certification certificates, handbooks, toolkits, and brochures, collaborating with Finance and Marketing on all aspects of order fulfillment to deliver quality customer service and comply with expedited shipping requests. Identifies opportunities to streamline the fulfillment process.
• Acts as an AAAHC ambassador, warmly welcoming visitors by greeting, directing, and announcing them appropriately. Maintains suite security using established procedures, monitoring visitor sign-in book, and issuing visitor badges. Ensures the reception area is always clean and presentable, and guests are comfortable.
• Performs mail service function including delivery of incoming mail and packages. Determines the most cost effective, appropriate freight/mail method for outgoing mail and shipments, and executes accordingly; coordinates pick-up and delivery of express/overnight mail services (e.g., UPS, FedEx). Assists other departments with large outgoing shipments. Tracks shipments, monitors delivery, and validates shipping bills for accuracy.
• Assists with office services duties including ordering, receiving, stocking, and maintaining cafe and office supply inventory as directed and in collaboration with the Purchasing Analyst; ensures central office equipment is in good working order and coordinate with IT to arrange for service as needed. Maintains common areas and ensures all conference rooms are stocked with supplies and remain clean, including whiteboards.
• Provides support to the Finance team by:
  • Compiling weekly revenue data to populate management revenue dashboard.
  • Filing digital expense reports as directed and preparing reports for review and processing.
  • Assisting with webstore maintenance by updating items, pricing and display information for promotional sales and other required content
• Supports HR in the onboarding of new employees, as requested, via setup of new employee desks/work areas.
• Supports All Staff and large team meetings and AAAHC events by ensuring training/conference room configuration is appropriate, ordering and setting up refreshments as needed and assisting event planner; reset space post meeting.
• Supports AAAHC Records Retention policies by ensuring efficient and well-organized filing systems where needed.

Minimum Qualifications and Job‐specific Competencies Required:

• At least three years’ customer service/receptionist experience in a corporate setting
• High School Degree or GED
• Microsoft Office Suite proficiency (i.e., Outlook, Word, Excel, PowerPoint)
• Good verbal and written communication skills
• Effective organizational and time management skills; detail oriented and able to multi-task
• Excellent customer service skills; strong service orientation to clients, employees, and other stakeholders
• Good basic knowledge of standard telephone systems and other equipment (e.g., copiers, mail machines, desk computers)
• Exhibits a team oriented, collaborative approach to all work
• High level of professionalism

Preferred Qualifications:

• Associates degree or equivalent work experience
• Intermediate Excel knowledge
• Health care industry experience
• Bilingual English and Spanish a plus

Excellent Benefits Including:

At AAAHC, we prioritize attracting talented individuals who embody our core values of collaboration/communication, accountability, respect, and excellence. We understand the significance of balancing personal life with work commitments and hence offer a comprehensive benefits package to support our team. Our offerings include:

• A robust health benefits package with generously subsidized medical insurance, including FSA and HSA options, complemented by dental and vision coverage
• Assurance of financial security with company-paid benefits such as short and long-term disability, employee life, and Accidental Death and Dismemberment (AD&D) policies.
• An annual discretionary bonus, enhancing your financial prospects
• Generous paid time off that appreciates and rewards your loyalty and tenure with the company - start at 4 weeks/year
• 11 paid company holidays ensuring time for relaxation and family
• Access to our Employee Assistance Program, supporting you in times of need
• A 401(k) plan with a generous company contribution, supporting your future financial stability
• Opportunities for continuous education, fostering personal growth and development
• A "Dress for Your Day" policy, promoting comfort and individuality
• Gym reimbursement, promoting wellness and health
• Clear career advancement and growth pathways, recognizing your hard work and ambition
• Rewarding employee referral bonuses for expanding our team
• Public Service Loan Forgiveness (PSLF) eligible employer, enhancing financial wellness

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.