Account Executive

Overview

Primary customer liaison between prospective and accredited/certified organizations at The Joint Commission. Manage assigned customer accounts throughout the duration of the Accreditation/Certification cycle and all ancillary related activities. Manage and assess customers’ preparedness for surveys, coordinate survey planning, execute post‑survey analysis, and follow‑up communications. Provide coaching and education to the customers related to the Accreditation/Certification process, workflows, enhancements/changes to the survey process, and regulatory changes.

Work under the guidance of the Lead Account Executive on an ongoing basis to ensure accuracy of work, excellent communication, and management of assigned customers.

• Customer Relationships:
  Maintain strong rapport with Primary Accreditation contacts in assigned accounts, corporate accreditation contacts, C‑Suite executives, and identified survey coordinators. Serve as the primary point of contact for all TJC external communications and disseminate information related to accreditation findings and status across departments supporting the accreditation/certification process. Monitor customer follow‑up activities using data reports to manage account workload. Knowledgeable in all accreditation/certification policies, performance measure management, and all customer systems that collect data.
• Analysis:
  Evaluate and approve each corrective action in the customer’s Evidence of Standards Compliance forms to ensure they meet all established criteria. Upon approval, an accreditation/certification decision is awarded.
• Correspondence:
  Create correspondence for survey reports, decisions, extension surveys, survey agendas, new services, address changes, and changes of ownership. Handle high‑volume requests from accredited/certified facilities to address organizational changes via official Joint Commission letterhead, including processing withdrawal requests.
• Account Management:
  Support approximately 400 regional/corporate accounts coordinating pre, post, and interim survey activities; apply knowledge and reference state‑specific and/or program‑specific requirements. Demonstrate decision‑making by identifying issues, applying appropriate policy, providing possible solutions to customers, and determining when escalation is required.
• Application Processing:
  Provide analysis of services provided by assigned customer accounts at 9, 18, and 27‑month intervals, and any interim application submissions, to determine appropriate survey length and surveyor cadre required.
• Report Processing:
  Process all survey reports, review accuracy of findings, apply decision outcomes, and set up post‑follow‑up survey activity. Create and review official letters and communications for external stakeholders used for licensure and reimbursement from state/federal sources, including CMS.
• Adaptability:
  Demonstrate ability to adapt to evolving business priorities and changes, including immediate response to onsite issues, application of workarounds and alternatives, and ensuring customer satisfaction.
• Technology:
  Be skilled with navigation of all internal and customer‑facing Joint Commission custom applications, including documenting key information to support survey activities, navigating the extranet and webpages, and managing responsibilities in the post‑survey system.
• Ongoing
  
  Education:
  
  Participate in ongoing training designed to develop the skills of the service team staff at all levels for assigned job responsibilities.
• Customer List Management:
  Maintain customer lists, track planned activities and required submissions, and communicate with customers to ensure follow‑up events are processed within acceptable time frames. Work with the manager and other departments to resolve issues, and follow up with the scheduling unit regarding unscheduled due surveys.
• Customer Satisfaction:
  Maintain high responsiveness, serve as a knowledgeable resource, and conduct oneself with respect toward all customers, internal and external. Refer questions to the manager when assistance is needed.

• Bachelor’s degree required.
• Customer‑service experience with up to 1 year…