Brief Description

The Operations Specialist, LAP is responsible for:

• Managing the application/reapplication and tasks related to the pre-inspection processes to meet needs of inspectors, commissioners, and participant laboratories for LAP, FDT, BAP and RLAP. 
• Maintenance of a laboratory’s accreditation cycle.

• Working independently using critical thinking skills and diverse procedures to manage pre-inspection processes for all programs and inspection initiatives. 
• Advanced problem-solving abilities for routine and non-routine application and inspection situations. 
• Monitoring accreditation timelines and workload distribution. 

• Providing customer service for pre-and post-inspection processes.

Source of Supervision

The Operations Specialist, LAP reports directly to the Manager, LAP Operations.

Direction Exercised

The Operations Specialist, LAP supervises:

• None

Specific Duties

Primary duties and responsibilities of the Operations Specialist, LAP:

• Analyze, organize, and process requests for applications and the applications/reapplications materials for all accreditation programs, assuring completeness and accuracy within defined time periods, and initiate follow-up where necessary.
• Perform/review checklist usage report, on applications, reapplication and completed staff assignments, to ensure proper checklist assignment for the inspection process.
• Review, maintain and update laboratory demographics utilizing Organization Profile, Business Process Workflow (BPM) and Scores for; 

• laboratory activity menu,
• laboratory director information,
• laboratory contact information,
• laboratory demographic information
• checklist usage,
• Accreditation events and cycles, and
• history.

• Process and communicate notification from laboratories of mergers, split-outs, reinstatements, anniversary date changes, onboarding calls, and terminations.
• Create Cases in Salesforce for relevant phone, email and chat inquiries.
• Perform personnel maintenance in Scores and Oracle.

Specific Duties (continued)

Primary duties and responsibilities of the Operations Specialist, LAP (continued):

• Provide ACD phone and chat assistance to program participants, inspectors, and commissioners regarding the accreditation cycle, application process, utilizing the online system to submit application/reapplication materials, requirements for accreditation and inspection process.
• Monitor and maintain the BPM Work Queue to ensure timely retrieval of application/reapplication and maintenance documents.
• Investigate, resolve, and respond to inquiries and problems related to the accreditation cycle, application process, materials, and the programs’ policies and procedures that come via phone, fax, email or Salesforce.
• Initiate appropriate correspondence and monitor follow-up of laboratory change approvals with Regional Commissioners.
• Identify potential enhancements for Scores, Oracle, Salesforce, and Online Application system (Org Profile) as it relates to application/reapplication and relevant accreditation cycle processes; participate in the design, testing, and implementation of these changes.
• Participate in the training and education of new Regional and State Commissioners, Regional Assistants, and other LAP staff.
• Participate as a productive team member to assure department goals and objectives are met.
• Perform other duties as assigned by the Director or Manager.

Contacts

The Operations Specialist, LAP interacts and has contact with:

• Accreditation contacts/laboratory personnel
• commissioners,
• inspectors,
• participant laboratory directors, and
• other CAP and LAP staff.

Knowledge / Skills Required / Preferred

Personal:

• Excellent organizational and decision-making skills.
• Excellent communication skills both verbally and written.

Professional:

• Ability to prioritize fluctuating workload and multiple demands.
• Ability to meet deadlines. 
• Demonstrated proficiency of clinical laboratory processes and terminology is desirable.

Technical:

• Familiar with Microsoft Windows’ applications and Oracle.

Education / Experience

Education:

• College degree preferred but not required.

Experience:

• Minimum 2 years experience in a business or healthcare related business or customer service environment.

Related certifications:

• None

Additional Criteria

Customer Service Commitment

The College of American Pathologist (CAP) is committed to provide exceptional customer service that exceeds the expectation of those we service. Each and every employee at the CAP is expected to have the ability to inspire confidence, display a constructive and positive attitude, make ethical business decisions, and represent the company well in all aspects of customer service.

Salary - $24.00-$30.00