GENERAL DESCRIPTION: The Accreditation Specialist works closely with accredited veterinary hospital members daily as they prepare for their accreditation evaluation, and provide critical support to practice consultants in the field and the entire evaluation and accreditation process. Specialists possess excellent verbal and written communication skills, effective organizational skills, and work effectively as a team member dedicated to providing an exceptional member experience, both internally and externally.
DUTIES AND RESPONSIBILITIES: •Provide an exceptional member experience for AAHA-accredited members and prospective members. oProvide thorough, helpful and member friendly support, service, and communication; use independent judgement to resolve member inquiries, issues, and requests. oKnow, understand, discuss, and interpret the AAHA Standards of Accreditation and associated rationales, tips, and resources. oProactively assist in the ongoing recruitment and retention of accredited members through one-on-one relationship building. oProactively encourage prospective members to become accredited. oBe familiar with content on aaha.org and effectively answer member and nonmember questions; guide them to content and resources as needed. oCollaborate with other departments to meet member needs. oBe knowledgeable about AAHA membership benefits and recommend them as appropriate to members including Preferred Business Partner programs. oBe familiar with AAHA initiatives, strategic goals, and marketing projects. oReview member database information and update during every member interaction to ensure member data integrity. •Provide support to practice consultants in the field and support the accreditation evaluation process. oGuide and support members (100-200 hospitals) through the evaluation preparation process; contact practices on a regular basis to ensure they are on track with preparations; assist with questions and resources; administer and track progress in self-evaluation tool. oCommunicate consistently and immediately with practices throughout the preparation process via phone, email, fax, website chat, and other communication channels. oDocument communication and interaction with members. oSupport practice consultants through proactive and regular communication, teamwork, and use of resources and technology. oCorrectly and efficiently use technology to support evaluation process, generate reports, and document accreditations, schedule status, evaluation outcomes, summary letters, etc. oSchedule and confirm evaluation dates with members and collaborate with practice consultants to maintain schedules three or more months out. •Work closely with teammates both in the department and throughout the association. oParticipate in the creation and review of department SOPs, protocols, and processes. oParticipate in the creation and updating of the AAHA Standards of Accreditation through team meetings oConnect with members by attending national, regional or local meetings and/or work with a practice consultant in the field as requested. oReview marketing articles and materials as requested. oParticipate on official AAHA committees/teams/task forces as needed. •Support member success across AAHA by contributing to an association-wide culture of member experience. •Provide excellent customer service and contribute to positive workplace culture. A positive “can-do” attitude and communication skills are expected to work successfully with colleagues, leadership, members, and vendors. •Follow all personnel policies and procedures. •Perform other miscellaneous duties as requested by the Regional Field Manager, Member Experience.
KNOWLEDGE, SKILLS, and ABILITIES: •Ability to provide exceptional customer service and member experience. •Strong verbal and written communication skills. •Must be professionally conversant and well-groomed •Ability to work well independently and within a team environment. •Knowledge of MS Office (Word, Excel, Outlook); ability to learn new technology. •Knowledge of AAHA Standards of Accreditation and/or work experience in an AAHA-accredited veterinary practice a plus.
PHYSICAL REQUIREMENTS: Must be able to lift up to 20 pounds, pull and lift own luggage. Must be able to travel by car/airplane.
EDUCATION/JOB QUALIFICATIONS •AS/BS in veterinary technology or related field. •CVT, LVT, RVT, RAHT or CVPM. •3+ years’ experience as a veterinary technician or practice manager in a veterinary practice.
About American Animal Hospital Association
The purpose of the American Animal Hospital Association is to enhance the abilities of veterinarians to provide quality medical care to companion animals; to enable veterinarians/their staffs to successfully conduct their practices and maintain their facilities with high standards of excellence; and to meet the public's needs as they relate to the delivery of small animal veterinary medicine.