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Job Summary:

The Operations Specialist is responsible for assisting in the full lifecycle activities relating to certified Nurse Aides, by maintaining Nurse Aide state registries, adequate test centers, and ensuring testing availability is in accordance with Credentia and the applicable state standards.

Essential Duties and Responsibilities: The essential duties of the position include the following. Other duties may be assigned.

• Troubleshoot and resolve support tickets
• Receive inbound calls and emails from candidates and internal customers
• Update registry and renewals
• Create candidate accounts
• Schedule exams
• Facilitate and coordinate resources for ADA accommodation requests
• Manage internal system workflows; includes approval for testing, reciprocity, renewals, etc.
• Manage and update customer database by documenting each interaction
• Escalate day-to-day call/system error trends to Development team to ensure excellent customer satisfaction and to improve internal system performance.
• Other uties as assigned

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The Operations Specialist must possess cooperative and collaborative people skills, including the ability to assist and maintain motivation and engagement within their team of Nurse Aide Evaluators.
• Associate’s degree preferred; High School Diploma or GED required.
• Two years’ experience in a customer service setting, administrative support setting, or other equivalent business setting.
• One year experience in a call center or contact center environment is a must.
• Ability to adapt well in the face of workplace stressors such as customer service complaints, maintaining the security of data, competing priorities of high significance to the successful function of the department
• Ability to read and comprehend instructions, correspondence, and memos.
• Ability to write moderately complex correspondence.
• Ability to effectively converse and present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to solve practical problems and deal with a variety of variables in multiple situations
• Ability to interpret feedback from others, uncover the source of problems, and provide feedback with effective solutions.
• Maintain attention to detail to ensure proper documentation of facts.
• Ability to use a variety of computer software programs such as Microsoft Office products, web browsers, and CRM tools.
• Team Leader experience would be valuable.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

A typical, climate-controlled office environment exists. The worker is not substantially exposed to adverse environmental conditions

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sedentary work. Substantial repetitive movements of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to view a computer monitor including extensive reading. Ability to speak and hear to interact with callers and coworkers.

ISM and Privacy Statement:

• Customer Data Protection: Ensure that customer data is processed in a manner consistent with privacy regulations, obtaining consent where required.

Third-Party Privacy Compliance: Oversee the sharing of customer information with third parties, ensuring that data is shared in accordance with privacy laws and the company’s privacy policy.

EEO Statement
Credentia Nurse Aide, LLC is an equal opportunity employer. All applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

Job Type: Full-time

Pay: From $19.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Night shift

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Required)

Shift availability:

• Night Shift (Required)

Work Location: In person