This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/11858244
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 organizations commitment to providing
safe, high-quality services to its patientsevery 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 caf 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 he 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 re