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SalaryAbout the American College of Surgeons
The American College of Surgeons is a professional and educational organization of surgeons that was founded in 1913 to raise the standards of surgical practice and improve the quality of care for surgical patients. The College is dedicated to the ethical and competent practice of surgery. Its achievements have significantly influenced the course of scientific surgery in America and have established it as an important advocate for all surgical patients. The College has more than 80,000 members and is the largest organization of surgeons in the world. For more information, visit www.facs.org.
Summary: Manage the daily support of the Trauma Education programs and customers, provided through the work of the Trauma Education Customer Support Coordinators and other communications or instruction tactics. Ensure efficiency and quality of operations to provide the highest level of support and customer service for instructors, course sites and learners. Serve as a subject matter expert, address customer service escalations, and lead efforts for problem resolution. Work closely with the Trauma Education Program Manager and Trauma Education Business Administrator to ensure program participant compliance with Trauma Education policies and procedures, including business operations and ACCME requirements. Contribute enthusiastically to a culture of continuous learning and development by identifying opportunities for process and performance improvement, prioritizing information and knowledge management, and taking a coaching approach to individual and team development.
This exempt position will report to the Assistant Director, Trauma Education in the Division of Research and Optimal Patient Care. It is based in our Chicago office and is a hybrid role: 3 days per week in the office/2 days per week remote.
Primary Responsibilities:
Manage the daily support operations of the Trauma Education Programs, including but not limited to customer support and Program compliance. Set and achieve customer service quality standards; develop and enforce customer service procedures and policies; and evaluate team’s performance against those quality standards. Identify and analyze trends for customer service issues and recommend appropriate programmatic or operational remediations to reduce or eliminate recurring concerns. Provide timely, accurate, and thorough support to all constituents that promotes compliant and quality educational programs, and fosters customer loyalty and satisfaction. Understand the current issues and concerns of the customers and the team with periodic duty on the phones and emails; serve as the first point of contact for customer service escalations and collaborate with team to resolve and learn from problems/challenges that arise. Continuously investigate opportunities to further support stakeholders, such as newsletter(s), webinar(s), focus groups, etc.- Lead team in continuous review of operational program procedures and workflow to continuously improve efficiency and quality through standardization of process where appropriate and facilitate the effective performance of the Program Support team and the services they offer. Ensure compliance with established policies and practices, including ACCME regulations for Continuing Medical Education (CME) credit by all internal and external constituents. Collaborate with Trauma Education Program Manager when determining areas of noncompliance and help design and implement solutions for addressing those gaps. Work with Trauma Education Business Administrator to help ensure program compliance with business operational standards. Identify opportunities for individual and team enhancements and collaborate with managers and team to design, develop, and implement appropriate interventions. Contribute actively to a culture of coaching, continuous learning and knowledge management for improved performance and outcomes.
- All other duties as assigned.
Required Education and/or Experience:
Bachelor’s degree from an accredited college or university is required.- At least 4+ years of customer service experience with a large customer base across differing disciplines and regions.
- Strong working knowledge of Microsoft Office products (Excel, Teams, PowerPoint, etc.) is required; Experience with organizing large data sets for analysis and presentation is strongly preferred.
Supervisory experience along with excellent team building skills are required.
Experience with education, project management, and/or healthcare is preferred.
Performance Improvement Training or Project Management certifications are a plus.
Experience with membership databases and/or Learning Management Systems are preferred.
Excellent communication skills (verbal and written) necessary to effectively interact with all levels of organization.
Attention to detail and organizational skills are essential.
Comprehensive Benefits:
We’re committed to attracting and retaining top talent via valuable benefits!
- Vacation, personal, and sick hours including 13 paid holidays per year
- Hybrid office schedule
- Medical—comprehensive coverage through BlueCross BlueShield
- Dental, Vision, and Prescription drug program
- 403(b) Matching Program
- Pension Plan
- Flexible Spending Medical/Dependent Care
- Employee Assistance Program
- Short Term/Long Term Disability
- Life Insurance
- Domestic Partner Coverage
- Plus many other great benefits!
The American College of Surgeons is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please send an e-mail to recruitment@facs.org or call (312) 202-5000 and let us know the nature of your request and your contact information.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
