Position Summary/Purpose:
The Survey Process Coordinator recruits, trains, and evaluates the independently contracted site surveyors to ensure that BOC site surveys are conducted in a professional, respectful and effective manner. Ensure surveys are assigned and completed on a timely basis and in alignment with organizational priorities and CMS Standards. Monitors and conveys results of satisfaction surveys and other relevant metrics to each surveyor, tracking results to ensure surveyors are meeting expectations. The incumbent provides feedback to inform the accreditation site survey model and provides monthly reports to the Director. Monitors cost and assures alignment with budget.
Functions of Position:
Surveyor Coordination
- Coordinates all aspects of the site survey, selecting site surveyors to conduct site visits, and ensuring that surveys are conducted within desired time, paying special attention to expirations, delays, and rush requests.
- Provides application and related materials to selected site surveyor and schedules survey within approved guidelines. Provide necessary documentation (application materials) to surveyors.
- Monitors survey completions and turnaround times by surveyors and provides feedback to assure surveyors understand BOC procedures and CMS standards.
- Monitor and control travel costs to optimize expenses.
Surveyor Oversight & Training
- Train site surveyors on survey platform usage, BOC standards and on-site visit requirements and practices
- Identify and address discrepancies in surveyor practices, including travel and site visit protocols. Provide guidance as needed.
- Monitor satisfaction surveys and performance metrics.
- Recruit and terminate surveyors, as needed.
- Lead bi-monthly meetings to review updates, trends, training needs and policy changes.
Reporting & Recommendations
- Review and analyze monthly performance data. Recommend and implement improvements based on findings.
- Develop and propose new performance reports to leadership for improved program monitoring.
- Share Surveyor Monthly updates with BOC Staff during regular Staff meetings
Travel Oversight
- Monitor BOC’s travel vendor and portal to ensure all surveyors are set up and using the portal correctly and in compliance with BOC policies. Review and approve exceptions to policy
- Track monthly travel spend and ensure alignment with budget.
- Review and approve surveyor expense reports ensuring surveyors are following travel and expense policy according to independent contractor contract.
Budget Management
- Provides input on the accreditation budget planning.
- Ensure adherence to budget through effective cost control and revenue optimization
Customer Support
- Respond to inquiries from current and prospective credential holders.
- Provide guidance on processes and promote the value of BOC credentials.
Documentation & Process Improvement
- Creates and maintains documentation of all related procedures (SOPs).
- Identifies and recommends opportunities for improvements in processes and customer service.
- Leads implementing approved changes within this position’s area and partners with FA team as needed
Training & Support
- Train others to perform the duties of this position to provide back-up as needed.
- Develop and maintain positive and professional relationships with all BOC employees, contracted site surveyors, current and prospective credential-holders, and regulatory and state licensure bodies.
Minimum Qualifications:
- Education:
- Bachelor’s Degree or comparable experience required.
Experience:
- Minimum of 3 years’ related experience in an office setting and accredited DMEPOS facility is preferred.
- Experience in non-profit organizations and/or health care setting desired.
Skills:
- Exceptional communications skills including written and verbal communications, especially telephone interactions.
- Exceptional attention to detail, organizational skills, problem-solving, and computer skills (Microsoft Office, internet, and databases).
- Demonstrated ability to provide exceptional customer service and constructively handle sensitive situations.
- Flexibility in dealing with changing priorities and demanding workload.
- Demonstrated ability to recognize and appreciate cultural differences and meet the needs of individuals and organizations from different cultures.
Benefits and Compensation: This is a part-time position (29 hours)$44,000 - $53,000 annually depending on experience. Annual holiday bonus (variable depending on the organizations performance).
BOC offers a collegial work environment, opportunities for professional growth, and generous benefits, including 12 weeks of parental leave with 2 of those weeks paid (after 1 year of employment), health, vision, and dental benefits (single and family), and Company paid Basic Life, Short- and Long-Term Disability coverage (eligible 1st of the month following your date of hire). 401(k) plan with 100% match of contributions up to the first 3% of salary, plus 50% of the next 2% of salary (eligible immediately upon hire). Eligible for up to three weeks of vacation (prorated for part-time employees), 40 hours of sick leave, and 10 paid holidays. Hybrid telework arrangements (3 day minimum in the office) available after 3 months of employment.
Job Type: Part-time
Pay: $44,000.00 - $53,000.00 per year
Expected hours: 30 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Owings Mills, MD 21117