Organization Engagement Manager - West - The Joint Commission

Nationwide Search - Selected candidate can be located anywhere in the Western Region in the United States.

Build and maintain strong and lasting relationships with our Accreditation and Certification Organizations (A&CO’s) within the healthcare industry, that are current Joint Commission Accredited Organizations.  Additionally, retain the Joint Commission Resources Healthcare organizations who leverage consulting services, eProducts, High Reliability, etc.  Oversee a portfolio of Accounts and serve as the point of contact for these accounts in regards to organizational loyalty.   Assist organizations with ongoing projects and help them address issues and resolve problems that may arise.  Responsible for overall engagement experience with the assigned A&CO’s.  Work closely with organizations to identify, understand, and meet their specific needs and pain points.  Drive improved retention and high satisfaction while supporting the Mission Development team in growing new business opportunities with existing clients.  Will be responsible for the Joint Commission Enterprise’s Small/Medium size Hospital IDN’s. Will be expected to travel up to 25%.

• Oversee the portfolio of accounts. Implement the strategy that focuses on retention of our Accreditation and Certification Organizations (A&CO’s), and implement campaigns that increase engagement and renewed partnership in the shared mission related to delivering safe, high-quality healthcare.   
• Implement the strategy around all our engagement efforts, working throughout the organization and with relevant departments to execute initiatives. Nurture working relationships with our A&COs throughout the contract life cycle.
• Collaborate with cross-functional teams to plan, strategize, and exceed our A&CO partners expectations. Act as a liaison between our A&CO partners, JCR partners, and internal teams to ensure seamless communication and service delivery.  Develop and maintain strong relationships to ensure customer satisfaction.
• Provide ongoing support to the internal Mission Development team, ensuring the right strategy is in place to win and retain new organizations
• Provide regular project updates to our A&CO partners and internal stakeholders, including status reports, risk assessments, and progress reports.
• Manage and escalate project risks and issues to internal stakeholders and A&CO partners, ensuring timely resolution.
• Act as a point of contact for inquiries, concerns, and feedback, ensuring excellent service delivery and satisfaction.
• Lead and conduct quarterly business reviews with key organizations, around industry trends, regulatory changes, and many other topics
• May identify new opportunities and work with the MDOE team to expand the existing relationships with our A&Co’s.
• Ensure compliance with internal processes, procedures, and quality standards.
• Provide feedback on products, services, or new opportunities to the Innovation team responsible for Standards revisions, additions, exclusions, clinical advances, and customer needs.

• Bachelor’s degree with 7 years of customer engagement/retention experience preferably in the healthcare industry.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Strong project management skills, with the ability to manage multiple accounts simultaneously, prioritize tasks, and meet deadlines.
• Strong analytical and problem-solving skills, with the ability to identify and mitigate project risks and issues.
• Excellent leadership and organizational skills, with the ability to motivate cross-functional teams to deliver successful outcomes.
• Attention to detail and strong documentation skills, with the ability to create and maintain project plans, proposals, and reports.
• Strong business acumen and understanding of customer needs, with the ability to identify new business opportunities.

This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. The description is not an exhaustive list of all duties, responsibilities, knowledge, skills, and abilities, and working conditions associated with this position. All requirements are subject to possible modification and reasonably accommodate individuals with disabilities.