Manager, Program Support/Operations, Trauma Education Programs

About the American College of Surgeons

The American College of Surgeons (ACS) is a professional and educational organization of surgeons that was founded in 1913 to raise the standards of surgical practice and improve the quality of care for surgical patients. The College is dedicated to the ethical and competent practice of surgery. Its achievements have significantly influenced the course of scientific surgery in America and have established it as an important advocate for all surgical patients. The College has more than 80,000 members and is the largest organization of surgeons in the world. For more information, visit www.facs.org.

Summary: Manage the daily business operation of the Trauma Education Programs and the work of the Trauma Education Coordinators. Contribute enthusiastically to a culture of continuous learning and development by identifying opportunities for process and performance improvement, prioritizing information and knowledge management, and taking a coaching approach to team development. Ensure efficiency and quality of operations to provide the highest level of customer service for faculty, course sites and learners. Serve as the subject matter expert and ensure program participant compliance with our business rules and our accrediting body for Continuing Medical Education (CME).

This exempt level position will report to the Senior Manager, Trauma Education Programs in the Division of Research and Optimal Patient Care.

Primary Responsibilities:

• Strategic Responsibility and Program Support: Manage the daily business operation of the Trauma Education Programs, including but not limited to customer service, sales, inventory management, and program compliance. Use the skills of self and team to set and achieve customer service goals. Develop and enforce customer service procedures, policies, and standards to provide timely, accurate, and thorough support that increases customer loyalty and satisfaction. Serve as the first point of contact for customer service escalations and collaborate with your team to resolve problems. Partner with your team and Accounts Receivable to ensure timely and accurate collection of payments and settling of accounts. Monitor sales activity and fulfillment issues with the product warehouse and make proactive inventory adjustments to ensure availability of course materials without interruption for regional sites. Manage the Regional Support Team as they ensure the Trauma Education Programs comply with established committee and business rules and ACCME regulations for Continuing Medical Education (CME) credit.
  
• Business Development: Oversee the implementation and ongoing development of the Trauma Education Course Management System, ensuring staff and customers are adequately trained in its use. Communicate updates, improvements, and other releases to appropriate stakeholders. Serve as a project team member for future development phases; take the lead in writing use cases and conducting user acceptance testing for all new releases. Partner with team members in Trauma Education and Trauma Quality, Division of Education, Integrated Communications and Information Technology to explore and propose new business products and solutions that improve program operations, especially as they relate to the Trauma Education Course Management System.
  
• Quality Operations and Program Development: Work with management team to study and standardize procedures and workflow to continuously improve the efficiency, quality, service, and performance of the program support team and the services they offer. Determine areas of noncompliance by Regional Trauma Education Programs/Sites for CME and help design and implement solutions for addressing those gaps. Identify performance gaps in Regional Trauma Education Coordinator team and collaborate with managers and team to design, develop, and implement appropriate interventions. Contribute actively to a culture of coaching, continuous learning and knowledge management for improved performance and business outcomes.
  
• Data Management and Reporting: Contribute actively to the development and management of information and knowledge on the team through concise and frequent documentation of standard operating procedures, customer service operations, and team and stakeholder discussions. Track and report metrics to Senior Manager, including sales statistics, call volume, productivity, service quality, and ACCME compliance. Develop and manage surveys, reports, and processes to improve customer experience and program operations, and relay that insight and feedback to the management team. Ensure quality data management, information management, and data reporting. Enforce and monitor the standard operating procedures governing the creation, storage, updating, and archiving of Trauma Education Program reports with your team.
  
• Committee and Work Group Management: Manage ongoing relationships and communicate proactively with National Course Directors and Work Group Chairs to identify programmatic or administrative issues with standard courses and to relay customer/stakeholder input. When necessary, support work groups and/or committees by organizing phone conferences and/or live meetings, taking notes, and managing follow up on action items. Support education projects and project teams by providing guidance and input on issues that involve customer operations. Support Course Revision projects and participate in customer/course site material development and distribution.
  
• Contribute enthusiastically to an environment of continual performance improvement, team collaboration and service to improve the care of the injured patient, executed in accordance with ACS Values. Seek and promote areas of integration and alignment within Trauma Programs and across ACS activities. Pursue and welcome opportunities for evolution of responsibilities and growth in position. Create and maintain written organized processes and procedures in support of all projects and activities handled in this program area.
  
• Other duties as assigned.

Required Education and/or Experience:

• Bachelor’s degree from an accredited college or university is required.
  
• At least 4 years of similar experience and at least 1 year of people management experience preferred; experience working with CME or Associations is a plus.
  
• Experience with Customer Relations Management (CRM) software is a plus.
  
• Performance Improvement Training (Lean, Six Sigma, Lean Six Sigma, other PI training) is preferred.
  
• Experience with training and process improvement.
  
• Excellent communication skills (verbal and written) necessary to effectively interact with all levels of the organization.
  
• Attention to detail and organizational skills.
  
• Must be able to multi-task.
  
• Strong working knowledge of Microsoft Office Products (Word, Excel, and PowerPoint). Database experience a plus.
  
• Display a high level of energy and thrive in a fast-paced environment.
  
• Self-motivated and able to work independently and as a member of a team.
  
• Ability to plan and prioritize workload and meet deadlines.
  
• Ability to establish strong working relationships with all division teams and management.

Supervisory Responsibilities: This position is required to make specific assignments to staff and complete formal annual performance evaluations.

Physical/Work Environment: Fast-paced with significant people interaction. No lifting over 20 pounds, minimal reaching bending and stooping. Normal office environment with long hours in front of the computer.

Other Necessary Requirements: Minimal evening or weekend duties may be possible. Minimal travel (i.e., quarterly) for activities such as out-of-town meetings may be possible.

The American College of Surgeons is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please send an e-mail to recruitment@facs.org or call (312) 202-5000 and let us know the nature of your request and your contact information.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)