Administrative Coordinator - #439996
Massachusetts General Hospital
Date: 09/15/2021 10:30 AM
City: Newton, Massachusetts
Contract type: Full Time
Work schedule: Full Day
GENERAL SUMMARY/ OVERVIEW STATEMENT
The American Board of Dermatology (ABD) is an independent, non-profit organization that establishes common standards for dermatologists to achieve and maintain board certification. The Administrative Coordinator, working under the general direction of the Operations Manager, impacts several areas of the organization, including customer service, executive support, data management, workflow oversight and diplomate outreach. Functioning as a point of contact for the ABD's constituents, the Coordinator addresses questions about gaining initial certification, maintaining certification and unique matters related to certification. The Coordinator delivers seamless and attentive service, ensuring prompt and helpful responses to all inquiries. This incumbent supports the Executive Leadership team and the Board of Directors by coordinating meetings, preparing agendas, transcribing meeting minutes, arranging travel and processing expense reports. The Coordinator submits timely and accurate data uploads to the American Board of Medical Specialties (ABMS) and processes incoming data from external organizations. The Coordinator manages the accreditation of ABD activities and exams for CME and orders ABD certificates for initial and renewed certifications. Additionally, the Coordinator manages outreach campaigns to alert diplomates about overdue requirements and approaching deadlines. This outreach entails drafting clear and concise messages, distributing them at the proper intervals and processing the inbound inquiries. The Coordinator will function as part of a small but nimble team of administrative professionals who cover the other aspects of business operations. All team members are expected to attain functional knowledge of the ABD's broad business operations to ensure adequate coverage in the event of staff shortages or workload spikes.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Serve as point of contact for ABD constituents:
- Provide prompt and responsive telephone support for all inquiries, in conjunction with other team members.
- Address concerns, questions and requests concerning the ABD website, the certification process, or exam administration.
- Closely monitor the ABD Inbox and address all inquiries to ensure personal responses with timely resolution of issues.
- Cultivate a sense of trust and awareness that the ABD is committed to helping diplomates succeed in continuing certification.
- Confidently and clearly communicate requirements to diplomates to eliminate their confusion and dispel misconceptions.
- Attain a fluency of all ABD-operated website functions used by diplomates to track progress and fulfill requirements.
Provide administrative support to Executive Leadership
- Process ABMS-related expense reports using their designated platform.
- Prepare and send email messages on behalf of the Executive Staff.
- Arrange travel and/or hotel arrangements for the Executives Staff, as needed.
Support Executive Staff and Director committee meetings
- Organize and schedule meetings using Doodle poll and Outlook invitations.
- Arrange one-on-one Executive Staff calls, as needed.
- Coordinate the assembly and distribution of meeting agendas.
- Prepare meeting minutes from virtual meeting recordings.
Manage the exchange of data with external organizations.
- Submit timely and accurate data uploads to the ABMS with diplomate certification data, MOC participation information, address updates and diplomate disposition changes.
- Assist with the transition to an automated data exchange process with the ABMS.
- Manage incoming licensure data from the ABMS.
- Manage incoming demographic data from the American Academy of Dermatology (AAD) and update ABD records accordingly.
Coordinate the CME accreditation of ABD activities.
- Complete the annual application process to accredit the ABD item writing cycle for CME.
- Secure the necessary disclosure forms from item writers to qualify them for CME credit.
- Ensure each ABD exam is properly accredited to provide CME for all candidates by working with the AMA to routinely renew accreditation.
Manage certificate ordering.
- Confirm the certification eligibility of each cohort with the appropriate ABD staff member.
- Submit certificate orders to the vendor for both initial certification and certification renewal.
- Oversee the review and approval process for new or revised certificate templates.
- Furnish the vendor with updated certificate signatures, as needed.
- Manage the appropriate volume of certificate stock with the vendor.
- Facilitate the process for "held" certificates.
Communicate regularly with diplomates to promote an awareness of overdue and upcoming tasks.
- Send formal, quarterly reminders to diplomates outlining the status of their MOC requirements.
- Provide outreach to clinically active diplomates verifying their status.
- In conjunction with other ABD administrative staff members, work with an assigned pool of diplomates with MOC cycle ending at the conclusion of the calendar year, to offer personal assistance in catching up with MOC.
Provide back-up coverage of other business elements, including but not limited to:
- Administering the annual exams by issuing clear and concise messages to candidates; overseeing the registration process; confirming candidate eligibility; managing incoming fees; interfacing with the exam vendors; preparing accurate candidate files.
- Responding to diplomate and candidate requests.
- Supporting dermatology residency and fellowship programs by overseeing the initial registration process and ensuring the timely completion of evaluations.
- Addressing questions related to the ABD's longitudinal assessment platform (CertLink).
- High standards of customer service excellence
- Professional, clear and concise communication abilities, especially when presenting complex concepts
- Proficiency with computers and software applications, including Microsoft Office products
- Creative and comprehensive troubleshooting skills
- Responsiveness to time-sensitive requests
- Strict attention to detail
- Strong organizational skills
- Capacity to multi-task in a fast-paced environment
- Teamwork and cooperation skills
Office and remote work environment.
Occasional out of state travel may be required, to attend an annual conference or meeting.
Associate's degree required; Bachelor's degree preferred
5 years of customer service experience required.
Minimum of 5 years of administrative experience demonstrating progressively increased responsibility
Intermediate to advanced experience with Microsoft Office applications recommended.
Healthcare experience preferred.