Program Manager

This position is working on a client management team for one of Partner's national full service organizations. Work would be related to programs/services: National Association of Dental Laboratories (NADL), National Board for Certification in Dental Laboratory Technology (NBC), Foundation for Dental Laboratory Technology (FDLT)

Major Duties and Responsibilities:

Executive Administration

• Serves in the phone back up rotation and appropriately assists or forwards callers
• Assists the Chief Staff Executives for all areas of associated management as assigned for NADL, NBC and FDLT
• Processes and distributes mail, faxes, information, routine records and/or documents
• Prepares and composes correspondence, memorandums, newsletter articles and reports as needed
• Files records, correspondence, reports, and other documents as required and in accordance with established department procedures
• Processes department supply orders and takes inventory of products as assigned
• Administers and coordinates projects on regular schedule
• Performs general administrative/office duties as required
• Additional projects As Assigned for NADL, NBC, FDLT
• Develops written procedures for recurring responsibilities
• Other duties and projects as assigned

Specific Duties and Responsibilities:

• CDT Renewal and Reinstatement Program – Responsible for managing the NBC CDT, RG and RET Renewal and Reinstatement Program
  • Invoicing - pull databases for CDT, RET, and RG Invoicing, assemble renewal invoices materials accordingly, work with external mail house as needed, send renewal invoices out as scheduled
  • Drop Program – send drop letters/exit surveys and drop from database as needed, provide extensions as needed and work with those who have had extensions to renew, remove dropped CDTs/RGs from JDT Unbound.
  • Insufficient Credit Letters - weekly maintenance of CDT/RG insufficiencies, contact insufficient CDT/RGs and assist with renewals, coordinate second round of insufficient credit letters once initial contact has been made, give options relative to CE
  • Phone Calls – serve as primary person for incoming calls/emails relative to CDT, RG, RET renewals and reinstatements; assemble call lists for client team prior to dropping in the database
  • Emails – handle email address and respond to inquiries.
  • Condolences – update database and send card upon notification of a deceased CDT/RG/RET.
  • Return Mail – contact CDTs/RGs/RETs to get updated address, follow-up periodically to ensure we have the correct address on file.
  • Reinstatements – coordinate quarterly mailings to dropped CDTs/RGs regarding reinstatement, handle reinstatement calls as needed, create system for following up with CDTs/RGs in the process of reinstating
  • Data Entry – assist with data entry as needed relative to entering CE credits, renewals, reinstatements, etc.
  • RG Transition – coordinate annual mailing to RGs at the three-year point reminding them of four-year deadline to complete the testing series.
    Performing other NBC renewal and reinstatement tasks as directed by manager.

• Continuing Education Program Oversight - Responsible for meeting the client deliverable and budget for CE
  • Program Oversight - Assists members services with record retention, course approvals, speaker verification and trouble-shooting
  • Management – orders inventory and records generic CE as needed. Assists with complaint handling
  • Promotion and Marketing – markets course approval options, manages qualified course provider programs.
  • Program Review – responsible for monitoring program, providing continuous review and improvement, handling policies and procedure changes as needed.
  • Performing other NBC continuing education tasks as directed by manager.
     
• Marketing – Responsible for creation, execution and evaluation of NADL, NBC, FDLT Marketing Initiatives.
  • Social Media– manage the strategic and operational aspects of four client Facebook accounts, two client Twitter accounts and one LinkedIn account. This includes calendar creation, content creation, sharing posts, answering questions and seeking ways to increase engagement.
  • NBC Mailing/Marketing Label Requests – respond to mailing label and marketing materials requests in a timely manner from industry.
  • Marketing Materials – creates, inventories and orders marketing materials (i.e. fliers, brochures, collateral) for NADL, NBC, and FDLT.
  • Component Marketing – responsible for working with components to market their meetings; Press Releases – create and distribute press releases to industry and related parties as needed.
  • Media Relations – work to establish relationships with industry representatives and distribute information as needed.
  • Write Articles – create articles as needed for industry publications about programs and services available to constituents.
  • Performing other NBC marketing/communications tasks as directed by manager.

• Website Maintenance - Responsible for ensuring maintenance of Website for NBC
  • Content - Create, develop and manage content for NBC web presence. Copy/edit and proofread all content. Includes uploads.
  • Management – coordinate web project and work with appropriate staff and vendors to keep website current and progressive.
  • Perform weekly uploads of CDT/RG continuing education hours.
  • Perform weekly downloads of hours submitted by CDTs/RGs/
  • Performing other website tasks as directed by manager.

• Candidate Audits – Responsible for ensuring that candidates transition to RG/CDT properly
  • Audits - receive audit and verify correct, record grade in database
  • Data Entry – enter updated information into appropriate database (e.g. CDT, RG, additional specialty
  • Materials – prepare and mail new materials, send email, follow-up as needed to welcome/congratulate
  • Contact – reach out to new CDTs, RGs, etc. to welcome them, introduce yourself as point of contact and offer to assist.
  • Development – create, develop and execute marketing and communications plan to new CDTs, RGs.
  • Performing other candidate audit activities as directed by manager.

• NBC Technologist Program Oversight – Responsible for program oversight for the technologist designation.
  • Marketing – market technologist designation through available channels.  Responsible for creating press release template, articles, distributing photographs, posting on social media and updating website.
  • Administration – responsible for maintaining and updating application, managing application process, verifying applications, record keeping, inventory control, certificate mailing, replacement requests and appeals.
    Performing other technologist activities as directed by manager.

• CDL/DAMAS Program Oversight – Responsible for meeting the client deliverable and budget for CDL/DAMAS.
  • Invoicing - pull and assemble renewal and revalidation invoices materials accordingly, work with external mail house as needed, send renewal invoices out as scheduled
  • Auditor Relations/Coordination – work with 3rd party auditor as needed to review materials/questions provided by applicants.
  • Drop Program – send drop letters/exit surveys and drop from database as needed, provide extensions as needed and work with those who have had extensions to renew
  • Website – maintain CDL/DAMAS listing on websites
  • Phone Calls – serve as primary person for incoming calls/emails relative to CDL/DAMAS renewals and revalidations
  • Emails – handle email address and respond to inquiries.
  • Return Mail – contact CDLs to get updated address, follow-up periodically to ensure we have the correct address on file.
  • Promotion – coordinate promotions/recruitment pieces for CDL/DAMAS, create content for print and digital marketing for CDL/DAMAS as directed
  • Data Entry – assist with data entry as needed relative to entering renewals and revalidations. Ensure documented procedures for CDL/DAMAS
  • Performing other program management tasks for CDL/DAMAS as directed by manager.

• NBC Receivable Preparation – Responsible for compiling, reviewing and preparing receivables.
  • Review – responsible for reviewing and performing quality control on data entry. This includes identifying and correcting errors, researching issues and performing appropriate follow-up.
  • Coding – responsible for coding revenue from receipt logs using appropriate accounting code.
  • General Accounting – responsible for managing the NBC business reply account including ensuring payment annually and funds are available.
  • Reconciling – pulling monthly UPS invoices for coding, handling return checks and chargebacks in a timely manner.
  • Performing other NBC financial tasks as directed by manager.
     
• Program Management – responsible for management, marketing, development of various programs, including, but not limited to:
  • Responds to inquiries and provide customer service as needed.
  • NBC CE Program – work with internal and external contacts to market the CE program, meet budgeted income/expenses, assist as needed, etc., manage NBC study club program.