A. General Description:

This positionensures data integrity, document management and control, and consistent business rule application to all members' CE Registry records and CE Provider records in the related systems. Works with a team of Accounts Managers and assigned with a CE Provider Manager to a dedicated caseload of ASHA Approved CE Providers, the incumbent is responsible for enhancing operational workflow for improved service to members and CE Providers. The incumbent has direct responsibility for establishing and maintaining goodwill relationships with Providers and CE Registry users that result in recruitment, retention, and ongoing generation of non-dues revenue. They train CE Providers to use ASHA's CE course reporting processes and troubleshoots issues when they arise.

B. Responsibilities:

Assure accurate and timely creation, processing and maintenance of CE Provider and participant records.
Train and consult with Continuing Education Administrators so they understand the Continuing Education Board (CEB) standards and operating procedures related to participant learning records and to ensure the compliant to use of ASHA's reporting systems. Persuade CE Provider organizations to make changes and improvements to become compliant with the CEB standards when needed.
Execute CE Registry functions related to participants earning ASHA CEUs and other related CE Registry services.
Develop and disseminate CE Registry technical assistance information necessary to help customers understand and use CE Registry services and to participate in CE Providers' courses.
Gather data, generate reports, identify trends, and resolve issues to improve collaboration and ensure data integrity between the CE unit, CE Providers and other parties as needed.
Perform accounts receivable functions in accordance with expectations for PCI compliance related to CE Providers and CE Registry users.
Participate on projects aimed to continuously improve efficiencies in workflow and service to customers.

C. Contacts:

To accomplish responsibilities listed above, the incumbent has contact with:

Internal contacts:

Reports to the Director, CE Operations.
A CE Provider Manager assigned to the caseload.
Other CE Account Managers and Provider Managers.
All members of the CE team.
All National Office staff at all levels.

External contacts:

CE administrators of CE Providers who are typically CEOs of companies, chairs and faculty of university departments and colleges, state association officers, chairs, lead audiologists or speech-language pathologists in hospital/clinic settings and education agencies.
ASHA members, and NSSLHA members.
Accounts payable staff in other organizations.
Staff of regulatory agencies.

D. Freedom to Act:

The incumbent reports directly to the Director, CE Operations. The incumbent is expected to plan and carry out work activities in close collaboration with other CE team members. Some processes are carried out according to standards established by the Continuing Education Board and generally recognized accounting standards. Broad latitude is given to determine approaches, procedures, and methodology to accomplish work responsibilities. Incumbent uses independent judgment to develop solutions and is given the authority to resolve issues and problems. Work receives administrative review from the Associate Director or peer review from other CE staff. Specific guidance and review by the coach may be required for special or unusual circumstances.

E. Qualifications - Education, Experience, Knowledge, Skills:

Knowledge and skills typically acquired through:

Obtaining a bachelor's degree in Communication Disorders, Adult Education, Data or Business Management, Accounting, or a related field
2-3 years of experience in data entry, account management, member services, continuing education, training or related field

Scope and depth of technical skills/knowledge:

Demonstrated ability to:

Create training materials to train external personnel
Improve processes and execute testing
Manage a computer relational database system and/or AMS
Manage accounting entries within the computer relational database system and/or AMS
Develop and write specialized correspondence and technical procedures
Use Microsoft Office Suite products

Scope and depth of nontechnical skills/knowledge:

Demonstrated ability to:

Work collaboratively on a team as well as the ability to lead project teams in work directives
Respond promptly and with accepted customer service techniques and utilizing correspondence
templates or creating a unique response to members', providers' and outside agencies' CE inquiries.
Quickly and accurately handle multiple tasks and complicated detailed work in an organized fashion in the face of changing priorities and tight timelines
Identify and resolve variances and discrepancies employing conflict resolution techniques as required
Communicate about complex procedures and standards
Generate enthusiasm, and establish and promote goodwill with customers and colleagues

F. National Office EEO Policy:

It is the policy of the American Speech-Language-Hearing Association to provide equal opportunity to all employees without regard for race, sex, national origin, religion, marital status, disability, veteran's status, age, sexual orientation or LGBT status, genetic information, citizenship, or any other factor protected by applicable federal, state, or local laws and ASHA's Bylaws. This policy applies to recruiting, hiring, transfer, promotion, compensation and benefits, upward mobility, training and development, access to facilities, termination, and other personnel actions. Under the direction of the Chief Executive Officer, with a firm commitment from coaches at all levels within the organizational structure of the National Office, affirmative action will be taken to ensure the full utilization of members of racial/ethnic minority groups, women, persons with disabilities, and Vietnam and disabled veterans within our workforce.

G. Disclaimer:

"This description is intended to provide an overview of the responsibilities and duties of the position. It is not all inclusive. The incumbent in the position will be expected to perform other duties as required. The responsibilities may change over time. This description is provided for informational purposes only and does not form the basis of a contract."

American Speech-Language-Hearing Association

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