Job description

Job Title: Part-Time Customer Support and Relationship Manager

Company: Patient Advocate Certification Board (PACB)

Job Summary:

PACB is seeking a highly motivated, dedicated, and quick-learning individual for the position of Part-Time Customer Support and Relationship Manager. This role will be responsible for providing exceptional customer support and relationship management to existing certificants, as well as potential exam candidates. The applicant should be a self-starter, capable of working independently, and adept at offering technical support for individuals encountering issues while submitting online applications, continuing education materials, or any related technical difficulties. Proficiency in relevant software applications is essential.

General Responsibilities:

Customer Support:

• Provide prompt and courteous customer support to existing certificants, addressing inquiries, concerns, and requests via various channels (phone, email, and live chat).
• Assist potential candidates by providing information about the BCPA credential, requirements, and certification process.
• Effectively handle and resolve customer complaints, issues, and escalations with a customer-centric approach.
• Serve as a reliable point of contact for all customer-related matters, ensuring satisfaction and fostering positive relationships.

Relationship Management:

• Build and maintain strong relationships with existing certificants, understanding their needs and providing personalized support to ensure their continued satisfaction.
• Proactively engage with certificants to provide updates, relevant information, and opportunities for professional growth within the PACB community.
• Collaborate with internal teams to develop strategies for enhancing customer

Technical Support:

• Assist individuals encountering technical difficulties while completing online applications, submitting continuing education materials, or accessing resources related to the certification process.
• Troubleshoot and resolve technical issues promptly and efficiently, providing clear instructions and guidance.
• Document and track technical support interactions, ensuring accurate and comprehensive records.

Continuing Education Program Support and Management

Continuing Education Program Review:

• Review and evaluate pre-approved programs submitted for continuing education, ensuring they meet the established criteria and guidelines.
• Assess the relevance and quality of program content, materials, and instructors, maintaining a high standard of educational value for certificants.
• Collaborate with the Executive Director to address concerns, discrepancies, or improvement opportunities in program submissions.

Notice of Continuing Education Approval:

• Prepare and issue the Notice of Continuing Education approval to program providers whose submissions meet the requirements.
• Communicate approval status, requirements, and any necessary feedback or recommendations to program providers in a timely and professional manner.
• Maintain accurate records of approved programs, documenting all necessary details for reference and future tracking.

Tracking and Documentation:

• Maintain comprehensive tracking documents and databases to ensure accurate records of approved continuing education programs, including provider information, program details, and expiration dates.
• Regularly update and monitor the database, ensuring data integrity and consistency.
• Generate reports and summaries for internal and external stakeholders, such as board meetings.

Online Database and Website Maintenance:

• Manage and maintain the online database of approved continuing education programs.
• Ensure the website listings of approved programs are up-to-date, accurate, and properly organized.
• Collaborate with the Executive Director to address technical issues or enhancements related to the online database and website listings.

Qualifications:

• High school diploma or equivalent (bachelor’s degree preferred).
• Proven experience in customer support, relationship management, or a related field.
• Strong interpersonal and communication skills, with the ability to effectively engage and empathize with customers.
• Excellent problem-solving abilities and a solution-oriented mindset.
• Familiarity with online platforms, applications, and web-based systems.
• Detail-oriented with exceptional organizational skills.
• Ability to work independently, prioritize tasks effectively, and quickly adapt to new situations and technologies.
• Knowledge of certification processes and continuing education requirements (preferred).
• Demonstrated experience in managing continuing education programs or a similar field.
• Strong attention to detail and ability to review and assess program submissions accurately.
• Excellent written and verbal communication skills, with the ability to provide clear and constructive feedback to program providers.
• Proficiency in using database management systems and maintaining accurate records.
• Familiarity with online platforms and website content management systems, including proficiency in relevant software applications.
• Highly organized and efficient in tracking and documentation.
• Ability to work independently and prioritize tasks effectively.

Working Hours: This is a part-time position with flexible working hours. The schedule will be discussed and determined upon hiring.

Join our team at PACB and contribute to the growth and success of our community of certified patient and health care advocates. Apply today by submitting your resume and a cover letter detailing your relevant experience, software proficiency, and interest in the position.

Job Type: Part-time contract

Time: Approximately 10 hours/week

Salary: $19.99 – $25.00 per hour

Benefits:

• Flexible schedule
• Work from home

Experience level: 3 years

Travel requirement: No travel

Work Location: Remote