Planetree Certification Coordinator

About the position

Planetree, a global nonprofit organization founded in 1978 to improve healthcare experience, is growing and requires a Certification Coordinator (CC) to join our highly engaged Certification team. Planetree's Certification for Excellence in Person-Centered Care program is the first of its kind program that recognizes healthcare organizations around the world and across the continuum of healthcare for their ability to implement and sustain a culture of Person-Centered Care (PCC) through structures, programs, and processes to support engagement. The CC will work collaboratively with our global team to support Certification administration and deliverables. They will assist with the management of online portals and work regularly to update certification needs within Planetree's customer relationship management system, Salesforce. This position will work with Certification applicants and with other members of the Planetree global team, specifically the certification team to ensure smooth delivery of certification services for both staff and clients. This is an ideal opportunity for a detail-oriented individual who thrives in a fast-paced environment.

Responsibilities

• Serve as lead administrator on Certification Management Portal, including managing intake of applications, user access and support, workflows, and troubleshooting as needed
• Ensure integrity of Certification-related data and documentation in CRM (Salesforce) including assisting with Certification Service Agreements and proposals, entering and updating user data, and managing reporting on Certification milestones/payments/renewals/etc.
• Maintain and manage Certification-related resources on the Planetree Hub
• Partner with Marketing team to educate, promote, and market Certification program and recognize Planetree Certified sites on social media, website, webinars, and more
• Collaborate with the Product team to develop and standardize supporting Certification administration documents including but not limited to scoping, assessment methodology, etc.
• Track and monitor Certification related KPIs such as report submission turnaround time
• Program manage updates to the Certification Program including external accreditation requirements, customizations based on countries and care setting, and integration of feedback to ensure relevance
• Represent Certification Program at Planetree Forum and other events and venues as needed
• Manage administration of the PCC Certification Program and other Certification-related Planetree education programs including but not limited to invoicing, attendance tracking, reminders, and distribution of materials
• Participate in Certification Lived Experience Validation Assessments (may require domestic/international travel, which will not exceed up to one week per month/average or 12 weeks per year)
• Assist with administration of online Certification Readiness Self-Assessment Tool (CRSAT)
• Conduct quality check reviews on Certification reports before distribution to clients
• Maintain an up-to-date understanding of latest certification requirements and a strong understanding of Planetree's person-centered care framework
• Assist and support the Certification team in development of education for internal and external clients related to Certification standards, processes, and benefits
• Live and uphold Planetree's Mission, Vision, and Values
• Partner reliably, consistently, and kindly with colleagues around the world to deliver a consistent, high-quality Planetree Experience to clients, partners, and team members
• Demonstrate and convey compassion and empathy, partnership and collaboration, and humility and openness
• Be willing to give and receive constructive, just-in-time feedback
• Contribute to Planetree's organizational learning and development by bringing experiences and insights back to the team to drive innovation
• Complete mandatory training as required

Requirements

• Bachelor's degree or Associate's degree with 5 years related experience
• Degree in a related area: healthcare administration, clinical practice, business
• Strong project management skills
• Obsession with customer experience including follow-up and problem resolution
• Excellent interpersonal, verbal, communications, and listening skills
• Time management and ability to meet deadlines
• Can effectively manage competing priorities
• Strong attention to detail
• Self-starter, independent, and comfortable with minimal direction
• Proactive in anticipating needs and follow-up items
• Healthcare experience
• Proficient in Microsoft Office (Word, Excel, PowerPoint, OneDrive) and 365 products
• Proficient with video conferencing platforms such as Zoom and Microsoft Teams
• Proficient with presentation technology
• Proficient with project management tools
• Experience with Expensify
• Experience with Salesforce
• Experience with accreditation/certification management platforms
• English proficiency - written and verbal
• Other foreign languages where Planetree delivers services (e.g., Spanish, Arabic, French, Portuguese)

Benefits

• Bonus Eligible: Yes - based on performance goals and organizational performance