Account Executive

7 days ago

Oakbrook Terrace, United States The Joint Commission Full time

**Overview**:
GENERAL SUMMARY
The account executive serves as the key primary contact between the organizations and The Joint Commission. The account executive develops and manages the important relationship with organizations, coordinates survey planning, and handles policy, procedure, and accreditation/certification issues and services. The account executive acts as the key resource for inquiries throughout the accreditation/certification cycle in addition to providing coaching and education to the organizations.

**Responsibilities**:
PRINCIPAL DUTIES AND RESPONSIBILITIES

**3. Agenda Setting**: Most accreditation/certification programs use template-driven agendas that may undergo customization. It is the responsibility of the account executive to post the appropriate template agenda(s) to the customer’s extranet site within the required timeframe. If assistance is needed, questions are referred to a higher level account executive within the teams.
**4. Survey Report Processing**: Processes survey reports for all customers in assigned specialty group. When the account executive identifies an organization with a potential adverse outcome, the account executive refers the report to the manager of the Adverse Team. The account executive processes on-site survey event reports, follow-up reports including evidence of standards compliance (ESC) and measure of success (MOS) reports, within the required timeframes. If assistance is needed, questions are referred to a higher level account executive within the teams.
**5. Correspondence**: Responds to customer correspondence regarding event planning, complaints, mergers, acquisitions, site changes and other activities associated with the accreditation/certification process within the required timeframes. The account executive consults with a higher level account executive, manager, or other senior leadership in preparation of an appropriate response when needed.
6. Ongoing Monitoring of Accreditation/Certification Related Activities: Maintains customer lists and tracks planned activities and required submissions. Communicates with customers to ensure intercycle and follow-up events are received within acceptable timeframes for processing. Should any discrepancies be identified, the account executive works with a higher level account executive and other staff and departments to resolve the issue.
**7. Maintain a High Level of Customer Satisfaction**: Maintains a successful level of responsiveness, serves as a knowledgeable resource of information or liaison, and conducts oneself in a manner that exemplifies respectfulness to all customers, internal and external. If assistance is needed in meeting customer service expectations, questions are referred to a higher level account executive within the teams.
**8. Attend Ongoing Training for Job Responsibilities**: Participates in ongoing training that is designed to develop the skills of the service team staff (at all levels) in order to carry out the assigned job responsibilities. Actively pursues training that consists of, but is not limited to, attendance at staff meeting and brown bag presentations, familiarity with standard operating procedures, participation in special topical training sessions, and usage of available on-line resources with a goal of ensuring responses and results that are accurate and consistent with staff as a whole.

**Qualifications**:
SPECIAL SKILLS AND ABILITY REQUIREMENTS
1. Good customer service skills.
2. Good communication skills.
3. Ability to prioritize and balance workload expectations.
4. Willingness to adapt to a changing environment.

KNOWLEDGE AND EXPERIENCE REQUIREMENTS
1. Completion of the account executive trainee program/requirements and successful evaluation of competencies as evaluated by a manager.

2. A Bachelors degree, preferably in a health or ancillary health discipline.

3. Computer proficiency of The Joint Commission software (Knowledge of Microsoft Suites preferred).

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