Overview 

The Certification Coordinator provides certification administrative services, input and support to the Certification Board of Infection Control and Epidemiology, Inc. (CBIC). 

This role provides high-level customer support and serves as the primary contact for all phone calls, email inquiries, and general correspondence from certificate holders and candidates. The successful candidate will demonstrate eagerness to support the certification team and will require knowledge of CBIC’s policies and procedures. The successful candidate will need the ability to quickly learn and master a complex system of inter-related policies and procedures, and to draw accurate conclusions based on this information as well as information provided by candidates, certificate holders and board members. This position requires the ability to handle confidential material, deal with sensitive situations, and possess a high degree of attention to detail. This position has high visibility and significant interaction with members, vendors, and volunteers. This position supports the goals and mission of CBIC.

 The Certification Coordinator exemplifies the staff core values of Ownership, Unity, and Commitment.

Major Duties and Responsibilities    

Certification / Recertification support  (50%)

• Independently manages the processing of a-IPC, CIC certification, and recertification applications. 

• Assists in responding to and generating correspondence according to CBIC standards to board members, certification candidates, and those seeking recertification.  This includes using computer-generated standard letters and custom correspondence/e-mails. Responsible for timing and scheduling of routine correspondence. Often these letters serve as candidate notification letters; therefore, a high degree of attention to detail is required.
• Assists Certification Program Manager with processing Infection Prevention Unit (IPU) submissions for recertification.
• Issues digital badges via Credly.

Customer Service (35% )

• Provides exemplary customer service support, including identifying and resolving technical/IT issues that affect customer service.
• Serves as the primary contact for certificants and candidates across all communication channels - phone calls, emails, and other general correspondence; This includes using computer-generated standard letters and custom correspondence/e-mails. Responsible for timing and scheduling of routine correspondence. Often these letters serve as candidate notification letters; therefore, a high degree of attention to detail is required.
• Liaises between certificants and candidates and management to enhance the overall experience provided by CBIC, including identifying trends and generating solutions.

General Administrative Support (15%)

• Maintains candidate records for certification and recertification candidates as required, maintains a high degree of accuracy and confidentiality in regard to all aspects of the certification process.  

• Places certificate orders monthly to CBIC’s third-party vendor. 
• Keeps Executive Director apprised of developing issues and other administrative support as needed.

Knowledge & Skills required for the position

Education/Experience: 

• High school diploma with some college-level learning preferred
• 1-2 years of customer service and administrative experience, preferably in an association or non-profit setting.

Knowledge, Skills, and Abilities:

• Basic knowledge and proficiency with Microsoft Office products (Outlook, PowerPoint, Word, Excel, SharePoint, Teams) and database management systems. Experience with iMIS, a plus but not required.
• Proactive approach to problem-solving with decision-making capability.

• Strong organizational skills, with the ability to establish or work within an established set of priorities, manage multiple demands and projects, and meet deadlines.

• Results oriented: Ability to prioritize and work at fast pace and meet critical deadlines.
• Customer service: Works and communicates with certificants and vendors to satisfy their expectations. Committed to quality service.
• Oral communication: Ability to communicate information in a clear and concise manner with individuals at all levels, including board members and member volunteers.
• Written communication: Ability to effectively communicate information and ideas in writing.
• Confidentiality: Ability to work with and maintain the confidentiality of data and information.

• Ability to work as part of a team.

• Ability to balance heavy workload with short- and long-term project deadlines, address changing priorities, and work well under pressure.

APIC is an Equal Employment Opportunity Employer.