Senior Specialist, AONL Professional Practice

American Hospital Association · Chicago

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The American Hospital Association (AHA) is a national organization that represents and serves all types of hospitals, health care networks, and their patients and communities. The AHA has two main offices, located in Washington, D.C., and Chicago. The AHA offers a flexible hybrid work schedule of three days in the office and two days working remotely.

• Owns day-to-day product operations for AONL assessment products and the ROI Calculator, translating product priorities into work plans, requirements, releases, and improvements aligned with senior leadership direction.
• Builds, configures, and maintains online assessments and related user workflows, reporting, scoring, distribution, and access settings, ensuring content, configuration, and functionality are accurate and reliable.
• Plans and executes quality assurance, user acceptance, and regression testing for new products, enhancements, fixes, and releases; maintain test scripts and document defects, decisions, and resolutions.
• Serves as the primary operational liaison with software and technology vendors, managing support tickets, priorities, timelines, releases, and escalations to ensure timely resolution of product issues.
• Provides responsive, high-quality customer service to AONL members and other product users by answering product and technical questions, investigating issues, communicating status, and coordinating resolution.
• Develops and maintains standard operating procedures, user guides, frequently asked questions, administrative documentation, training resources, and internal knowledge materials for Professional Practice products.
• Tracks product usage, adoption, performance, support volume, issue trends, data quality, and other operational metrics; develops clear reports and recommendations that inform product and process improvements.
• Identifies and implements opportunities for innovation, automation, standardization, and continuous process improvement that reduce manual work, strengthen quality, and improve the member and staff experience.
• Supports ongoing maintenance and enhancement of the ROI Calculator, including change documentation, functional testing, coordination with subject matter experts to validate updates, and release readiness.
• Supports operational activities of the AONL Credentialing Center and the CNML and CENP certifications, including member and candidate service, systems and process troubleshooting, data tracking, documentation, and assigned certification initiatives.
• Supports the AONL Credentialing Center Steering Committee and related workgroups as assigned by coordinating meeting materials, action items, timelines, documentation, and follow-up.
• Provides supplemental staff support to Professional Practice member-led groups alongside the Sr. Specialist, AONL Initiatives, including meeting and project coordination, volunteer communications, action tracking, and delivery of work products.
• Manages multiple concurrent projects and deadlines while coordinating with AONL staff, subject matter experts, volunteers, and vendors; proactively identifies risks, dependencies, and next steps to keep work on schedule.
• Performs other duties as assigned.

• Bachelor's Degree Business administration, health care administration, information systems, informatics, communications, nonprofit or association management or related field Required

• 5+ years Progressively responsible experience in digital product or program operations, online assessments, project management, association member services, certification or credentialing or a related field Required
• Experience administering or owning online or software-as-a-service platforms, including configuration, testing, troubleshooting, issue resolution, and vendor coordination Required
• Experience leading complex projects involving multiple stakeholders, concurrent priorities, and firm deadlines Required
• Experience providing direct customer or member support, including resolving technology-related questions for non-technical users Required
• Experience using operational or product data to track performance, identify trends, and drive continuous process improvement Required

• Advanced digital fluency and ability to quickly learn and administer online assessment platforms, software-as-a-service products, Microsoft 365, collaboration tools, and project management systems - Required
• Strong product ownership and systems-thinking skills, including the ability to translate user and business needs into clear requirements, workflows, test scenarios, and prioritized enhancements - Required
• Strong troubleshooting, root-cause analysis, quality assurance, and user acceptance testing skills with exceptional attention to detail and data or configuration accuracy - Required
• Excellent project management, organizational, and time-management skills with a demonstrated ability to manage multiple high-priority initiatives simultaneously and routinely meet or exceed deadlines - Required
• Exceptional customer service and written and verbal communication skills, including the ability to explain technical concepts clearly to varied audiences and provide timely, professional support - Required
• Demonstrated track record of innovation and continuous process improvement, including identifying opportunities to simplify workflows, reduce manual effort, strengthen controls, and improve user experience - Required
• Strong data literacy and analytical skills, including experience tracking metrics, maintaining accurate data, identifying patterns, and developing clear reports or dashboards - Required
• Demonstrated self-direction, sound judgment, accountability, adaptability, and relationship-building skills when working across staff, volunteers, subject matter experts, vendors, and other stakeholders - Required

Salary Information:

Commensurate with related experience. The AHA is committed to fair and equitable compensation practices. A candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications, and location.

Salary Range - Minimum:

Salary Range - Midpoint:

Salary Range - Maximum:

We offer an excellent total compensation package, which includes medical/dental coverage (PPO/HMO), vision care, life insurance, short- and long-term disability plans, 401(k), tuition reimbursement, PTO/holidays/health days, wellness programs, and more!

The American Hospital Association (AHA) is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. We will provide reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Assistance Act of 1974, and Title I of the Americans with Disabilities Act of 1990. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call (312) 422-3000 and ask for the Vice President, Human Resources, and let us know the nature of your request and your contact information.

The AHA participates in the E-Verify Program. #LI-Hybrid

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