Planetree Certification Manager

Position Overview

Position Title: Certification Manager

Direct Reports: None

Reports To: Director – Certification

Employment Status: Full Time, Exempt

Salary Band: Administration

Work Location: Hybrid – mixture of onsite and remote work

Travel Requirements: Estimated travel –10% or less; up to approximately 12 weeks a year

Salary: $75,000 - $85,000 USD base, commensurate with experience

Commission Eligible: No

Bonus Eligible: Yes – based on performance goals and organizational performance

Sales Target: No

Billing / Revenue Target: No

Sponsorship Candidates must have the legal right to work in the country in which they reside

Relocation: None

HOW TO APPLY

Your application will require you to upload a CV/resume and cover letter.

Applications submitted by other means will not be accepted. If you have any questions, please email [email protected]

Position Summary

Planetree, a global nonprofit organization founded in 1978 to improve healthcare experience, is growing and requires a Certification Manager to join our highly engaged Certification team. Planetree’s Certification for Excellence in Person[1]Centered Care ® program is the first of its kind program that recognizes healthcare organizations around the world and across the  continuum of healthcare for their ability to implement and sustain a culture of Person-Centered Care (PCC) through structures, programs, and processes to support engagement.

The CC will work collaboratively with our global team to support Certification administration and deliverables. They will assist with the management of online portals and work regularly to update certification needs within Planetree’s customer relationship management system, Salesforce. This position will work with Certification applicants and with other members of the Planetree global team, specifically the certification team to ensure smooth delivery of certification services for both staff and clients. This is an ideal opportunity for a detail-oriented individual who thrives in a fast-paced environment.

Responsibilities

Certification Program Administration

• Serve as lead administrator on Certification Management Portal, including managing intake of applications, user access and support, workflows, and troubleshooting as needed


• Ensure integrity of Certification-related data and documentation in CRM (Salesforce) including assisting with Certification Service Agreements and proposals, entering and updating user data, and managing reporting on Certification milestones/payments/renewals/etc.


• Maintain and manage Certification-related resources on the Planetree Hub


• Partner with Marketing team to educate, promote, and market Certification program and recognize Planetree Certified sites on social media, website, webinars, and more


• Collaborate with the Product team to develop and standardize supporting Certification administration documents including but not limited to scoping, assessment methodology, etc.


• Track and monitor Certification related KPIs such as report submission turnaround time


• Program manage updates to the Certification Program including external accreditation requirements, customizations based on countries and care setting, and integration of feedback to ensure relevance


• Represent Certification Program at Planetree Forum and other events and venues as needed


• Manage administration of the PCC Certification Program and other Certification-related Planetree education programs including but not limited to invoicing, attendance tracking, reminders, and distribution of materials

Certification Program Delivery

• Participate in Certification Lived Experience Validation Assessments (may require domestic/international travel, which will not exceed up to one week per month/average or 12 weeks per year)


• Assist with administration of online Certification Readiness Self-Assessment Tool (CRSAT)


• Conduct quality check reviews on Certification reports before distribution to clients


• Maintain an up-to-date understanding of latest certification requirements and a strong understanding of Planetree’s person-centered care framework


• Assist and support the Certification team in development of education for internal and external clients related to Certification standards, processes, and benefits

Teamwork & Culture

• Live and uphold Planetree’s Mission, Vision, and Values


• Partner reliably, consistently, and kindly with colleagues around the world to deliver a consistent, high-quality Planetree Experience to clients, partners, and team members


• Demonstrate and convey compassion and empathy, partnership and collaboration, and humility and openness


• Be willing to give and receive constructive, just-in-time feedback


• Contribute to Planetree’s organizational learning and development by bringing experiences and insights back to the team to drive innovation


• Complete mandatory training as required

Critical Skills

• Demonstrate interest in driving positive change in healthcare


• Demonstrate strong professional communication (written, oral, non-verbal) with individuals from a variety of backgrounds and cultures


• Able to manage multiple projects with competing priorities and timelines, and deliver high-caliber work on time/budget


• Able to adapt comfortably to various situations and conditions

Competencies

Area Minimum Preferred

Education

• Bachelor’s degree or • Associate’s degree with 5 year’s related experience


• Degree in a related area: healthcare administration, clinical practice, business

Experience

• Strong project management skills


• Obsession with customer experience including follow-up and problem resolution


• Excellent interpersonal, verbal, communications, and listening skills


• Time management and ability to meet deadlines


• Can effectively manage competing priorities


• Strong attention to detail


• Self-starter, independent, and comfortable with minimal direction


• Proactive in anticipating needs and follow-up items


• Healthcare experience

Technology

• Proficient in Microsoft Office (Word, Excel, PowerPoint, OneDrive) and 365 products


• Proficient with video conferencing platforms such as Zoom and Microsoft Teams


• Proficient with presentation technology


• Proficient with project management tools


• Experience with Expensify


• Experience with Salesforce


• Experience with accreditation/certification management platforms

Language

• English proficiency – written and verbal • Other foreign languages where Planetree delivers services (e.g., Spanish, Arabic, French, Portuguese)

Performance Evaluation

Performance objectives will be established at the beginning of the team member’s period of employment. These objectives will be discussed and agreed with the team member’s direct line manager. This will form the team members’ Development & Performance Plan for the year.

Performance will be evaluated by:

• Feedback on work achievements and issues by ongoing discussions and at performance evaluations


• Periodic external member / partner feedback on services provided


• Performance indicators for systems relating to the delivery of Planetree products and services


• Performance indicators for key areas of responsibility

Diversity Statement

Planetree is a non-profit 501 (c) 3 organization. We work in over 30 different countries, and value diversity in our work and our workplace. In our work, we promote respect, inclusion, and compassion towards all stakeholders in the healthcare enterprise. We encourage qualified candidates of any race, religion, creed, or orientation to join our mission-driven team.

Additional Information

All positions at Planetree require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Planetree, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Planetree’s employment policies. You will be notified during the hiring process which checks are required for the position.

Pay Transparency Non-Discrimination Notice – Planetree 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.

The expected base salary for this position ranges from $75,00 to $85,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered.