CERTIFICATION COORDINATOR (Part-Time 20 hours)  **Fully Remote Opportunity***

Under the direction of the Executive Director, the Certification Coordinator (Part-Time) supports the Certification Board of Infection Control and Epidemiology (CBIC) in delivering high-quality certification services. This role requires exceptional attention to detail, discretion with confidential information, and the ability to work tactfully and professionally with members across all levels of the association and board members.

This role provides high-level customer support and secondary point of 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.

Certification/Recertification Support (50%)

• Review and approve certification applications, manage requests for information, and perform audits on data and documentation (e.g., recertification portfolio audits).
• Maintain expert knowledge of program requirements, policies, and procedures, effectively communicating these with colleagues and users.
• Act as a liaison with the exam administration vendor, Prometric, addressing candidate issues and handling escalations.
• Issues digital badges via Credly.
• Places certificate orders monthly to CBIC’s third-party vendor.

• Coordinate and manage group payments for organizations, such as health departments, ensuring accurate processing, invoicing, and record-keeping.
• Monitor, analyze, and report on program-specific performance metrics, including candidate incident reports, email ticketing reports, and refund reporting.
• Maintain records of applicants, candidates, and certificate holders, ensuring accurate tracking of status and action items.

Customer Service (25%)

• 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.
• Liaises between certificants and candidates and management to enhance the overall experience provided by CBIC, including identifying trends and generating solutions.

General Administrative Support (25%)
• Assist the Executive Director and Senior Certification Manager with administrative and clerical duties, such as scheduling meetings, managing travel expense reports, maintaining data, organizing files, and routing calls.
• Help organize and prepare meetings, including preparing agendas, distributing notices, compiling minutes, and taking notes as needed.
• Draft and respond to correspondence with board members, certification candidates, and recertification applicants, maintaining high standards for professionalism and clarity.

• Update and maintain candidate databases for certification and recertification, ensuring accuracy and confidentiality throughout the certification process.
• Contribute to the documentation and refinement of Standard Operating Procedures (SOPs) to ensure consistent, high-quality service in certification activities.

Education/Experience:
• High school diploma with some college-level learning preferred
• Prefer 1 year 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. 

•Attention to detail and ability to handle sensitive information.
• 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.