Customer Support/Examinee & Accommodations Coordinator

Customer Support/ Examinee & Accommodations Coordinator

Full-time

Greeley, CO

Attending exams to assist in providing examinees with the approved accommodations and providing backup for the Operations Coordinator will require weekend work approximately 12 times per year.

Who are we?

The National Board of Chiropractic Examiners (NBCE) is the international testing agency for the chiropractic profession. The NBCE develops, administers, and scores standardized exams that assess knowledge, higher-level cognitive abilities, and problem-solving in various basic science and clinical science subjects.

What do we do?

NBCE exams offer assurance to the general public that a chiropractor, regardless of what school they attended or where they were licensed, has demonstrated a baseline of knowledge as well as ability in diagnosis, diagnostic imaging, principles of chiropractic, associated clinical sciences, and chiropractic practice. Candidates typically take NBCE exams before graduating from chiropractic college. Exam scores are made available to licensing authorities within and outside the United States. In the U.S., all 50 states either accept or require candidates to pass Parts I, II, III, and IV for licensure.

Role Summary:

The Examinee & Accommodations Coordinator (EAC) facilitates examinee communications through phone, email, and LiveChat, processes exam applications and accommodation requests, and assists in preparing exam materials and reporting scores. The EAC ensures timely, accurate, and professional interactions with examinees, supports the coordination of accommodated testing, and contributes to the overall efficiency and responsiveness of the Administration Department by delivering high-quality customer service to examinees and stakeholders. This position also provides backup for the Operations Coordinator, as required.

Overview of Essential Job Functions:

1. Act as Live Chat agent:

• Provide excellent customer care that fosters good relationships with examinees.
• Supply accurate, complete, and timely responses to user questions following the One Client One Agent One Solution model. Provide website links to guide users to additional information.
• Solicit information and specific input from staff, website, and examinee records to use in responses.

2. Administer financial transactions in Learning Builder (LB):

• Process refunds and manual payments.
• Record financial transactions into LB.
• Supply reports on financial transactions (i.e., refunds, manual payments) to the Finance Department.
• Process applications for state and specialty exams administered by NBCE.

3. Assist guests and examinees through excellent customer service.

• Answer examinee questions and/or assist an examinee with applications or requests.
• Screen and transfer incoming phone calls while providing basic information when needed.
• Maintain security by following visitor sign-in procedures and issuing visitor badges.
• Welcome authorized visitors to the building and contact staff members who can escort them to the appropriate department.
• Close the building at the end of day, after performing basic security checks.
• Model best practices in customer service and communications via e-mail, often managing multiple inboxes.
• Assist with the timely processing of transcript and certificate requests.
• Maintain accuracy of software with examinee name and address updates, applications, and the posting of scores.
• Inform supervisor of software issues and recommend improvements for rebuilding and upgrading the software for enhanced productivity and ease of access for end users.

4. Coordinate all aspects of NBCE's test accommodations program:

• Coordinate an active caseload of examinees with disabilities. Engage in an interactive process with students to determine specific accommodations. Conduct an eligibility review process, interpreting comprehensive psycho-educational evaluations and medical documentation presented by examinees. Determine appropriate reasonable accommodations, based on the mandates of Section 504 of the Rehabilitation Act of 1973, Americans with Disabilities Act (ADA) of 1990, the ADA Amendments Act of 2008, and other applicable federal, state, and local laws with the assistance of supervisor and outside evaluators.
• Maintain accurate and confidential records. Track ongoing and recurrent cases and follow up with examinees as needed. Provide ongoing feedback regarding case management to the supervisor.
• Review test accommodation requests and documentation for completeness. After review and approval by consulting D.C.(s) or outside evaluator(s), return incomplete or improperly completed forms to the examinee with correspondence explaining the problem. Forward properly completed applications and documentation to internal or external evaluators for approval/denial, as necessary.
• Communicate with examinees regarding test accommodation application procedures, disability documentation requirements, and other pertinent information regarding individual accommodations and exam schedules.
• Ensure that all current and accurate test accommodation information is posted on the NBCE websites and to other social media. Interact with college disability coordinators and registrars, as necessary.
• Collaborate with the Administration and Testing Departments regarding the delivery of accommodations. Ensure that all arrangements have been made for the accommodated examinee prior to the exam. This includes ensuring all adaptive equipment/assistive technology for examinee use is in proper working order with the correct exam(s) and software. For more complicated exam accommodations, the EAC may have to attend the exam and assist in providing the examinee with the approved accommodations requiring them to work occasional exam sessions over the weekend. Mediates any issues raised by the staff, examinees, or chiropractic colleges.
• Work with supervisor to update test accommodation brochures for all NBCE exams; responsible for seeking information on compliance, researching laws as they change and impact on accommodation requirements. May complete additional training, as necessary.
• Report accommodation issues that require legal review to supervisor.

5. Coordinate and arrange meetings, prepare agendas, reserve and prepare facilities, and record and assist in other Administration Department work and projects as needed.

• Assist with the setup and tear-down of tables and other equipment for organization conferences, staff events, and special meetings, as directed.
• Assist with preparation of catering and clean up after each event, operating the dishwasher, washing machine, and clothes dryer, as necessary.
• Coordinate resources and vendors necessary to support event operations, including the delivery of materials and supplies.
• Act as a back-up for the Operations Coordinator by providing mail room support during the week or covering duties at the Part IV assessment center requiring occasional weekend work. Assessment center duties include providing examinee support in-person or over the phone to answer questions or assist in handling travel delays, providing shuttle services to and from the hotel, covering breaks and assisting the TCA, and other duties as required.

Requirements

Education & Experience

• High school diploma or equivalent.
• At least two (2) years of customer service and support experience in a professional office environment such as a corporate office, medical facility, or educational institution.
• Experience servicing customers via phone and through other first contact communication methods like chat and email.
• Must have at least five years of driving experience.
• Valid Colorado driver's license, and a satisfactory motor vehicle record. A commercial Driver's License (CDL) is not required.

Knowledge, Skills, & Abilities

• General knowledge of office procedures, advanced typing skills, and proficiency in Microsoft Outlook, Word, and Excel, or similar (e.g., basic formulas, sorting, filtering, and simple data analysis tasks). PowerPoint experience is a plus.
• Excellent customer service and verbal and written communication skills; demonstrated ability to communicate with tact, empathy, professionalism, compassion, and confidence, and to tailor message based on the situation and audience.
• Critical thinking skills to make decisions and analyze data. Excellent organizational skills and the ability to manage very detailed information.
• The ability to project and promote a positive, productive, and professional image of the NBCE when assisting clients. These include, but are not limited to, examinees, college personnel, state boards, and/or practitioners.
• The ability to manage multiple tasks efficiently and effectively, and work in a fast-paced environment; able to quickly move between multiple computer programs.
• Excellent time management skills; must be reliable and punctual.
• Must be flexible and have the availability to work occasional weekends, as required.
• Visual acuity of 2