Certification Manager

A. General Description:

The purpose of this position is to ensure the timely and accurate processing and management of certification applications, forms, and certification program activities in accordance to certification policies and procedures. The Certification Manager processes and evaluates applications and certification status change requests while providing superior customer service in each individual case. The Certification Manager ensures that individuals receive accurate, timely, and thorough assistance throughout the certification process. Ongoing improvement of computer skills, database management, knowledge of certification standards and policies, and ability to prioritize numerous functions and evaluate and interpret data from various sources are major components of this position.

B. Responsibilities:

1. Process and evaluate certification applications and documentation to determine eligibility in accordance with current certification standards and policies.
2. Manage workflow and tasks effectively in AMS and/or certification management system, prioritizing time-sensitive tasks first and completing work within pre-established time frames.
3. Establish and maintain appropriate database records in AMS and/or certification management system for applicants and certificants. Ensure data integrity, document management and control, and consistent processing and business rule application to all certification records in AMS and/or certification management system.
4. Provide proactive and ongoing communications and guidance to applicants, certificants, and/or members via telephone or in writing.
5. Resolve applicant issues and complaints using consistent messaging and referencing standards, policies, and procedures. 
6. Work collaboratively across departments with Information Systems, Action Center (Customer Service), Finance, Membership, Continuing Education, and other ASHA National Office units to develop streamlined and automated solutions.
7. Generate periodic reports in AMS and/or certification maintenance system; document issues for escalation to volunteer leaders.

C. Contacts:

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

1. External: Students, applicants, certificants, university program directors and faculty, university registrars, clinical supervisors, employers, state licensure board representatives, members of the Council for Clinical Certification, and the public
2. Internal: ASHA National Office staff in the areas of Accounting, Action Center, Information Systems, Continuing Education, Membership, Ethics, Accreditation, Professional Practices, Governmental Affairs, NSSLHA, and Professional Practices 

D. Freedom to Act:

The Certification Manager is required to use independent judgment to determine when the certification standards do not clearly apply and must then escalate an issue outside of the normal application process to Certification staff, Certification leadership, or volunteer leaders, as appropriate. Independent judgment and problem-solving skills must be used in the resolution of complaints from members, certificate holders, students, program faculty, and the public. Latitude is given to permit the setting of priorities in accomplishing some daily work assignments. Work is reviewed periodically to ensure consistent adherence to procedures, approaches, and methodologies and timely and accurate processing. Guidance is provided for unusually difficult situations or problems.

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

Knowledge and skills typically acquired through:

• Baccalaureate degree 
• Previous experience with a credentialing agency; experience working in an NCCA or ANSI ISO/IEC 17024 accredited or certification program preferred
• Previous experience with data entry, data management, and customer service required

Scope and depth of technical skills/knowledge:

• Demonstrated ability to accurately and speedily enter data in a database
• Experience with Windows and Microsoft Word; demonstrated proficiency with Microsoft Excel preferred

Scope and depth of nontechnical skills/knowledge:

• Demonstrated analytical and problem-solving skills
• Ability to organize and prioritize workload 
• Ability to complete a large volume of work within tight deadlines
• Demonstrated excellence in written and verbal communications, business correspondence
• Ability to work independently while also functioning in a team environment
• Demonstrated ability to take the initiative
• Dedication to providing superior customer service

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.”