Certification Program Specialist II, CBIC

**Certification Program Specialist II, CBIC** * This is a full\-time fully remote position Under the direction of the Executive Director, the Certification Program Specialist II supports the Certification Board of Infection Control and Epidemiology (CBIC) in delivering high\-quality certification services. The primary focus of the role is certification and recertification support, including assisting candidates and certification holders, resolving escalated questions, and reporting on program metrics. The Specialist also supports CBIC’s digital communications, including email, newsletters, website content, and social media, and helps keep the Candidate Handbook, Recertification/IPU Handbook, and related program materials accurate and up to date. This is a full\-time, individual\-contributor position with no direct reports. This role requires a strong working knowledge of CBIC’s certification and recertification policies and procedures, and the ability to apply them accurately when assisting candidates and certification holders by phone, email, and correspondence. The Specialist helps ensure that handbooks, website content, and outgoing messages are accurate, consistent, and aligned with current policy. Accessibility is an important part of this work: applying plain language and thoughtful audience segmentation so that CBIC’s communications are clear, usable, and welcoming to a global community of candidates and certificants. This position requires exceptional attention to detail, strong writing and editing skills, an eye for design, and discretion with confidential information, along with the ability to work tactfully and professionally with certificants, candidates, vendors, Board members, taskforce volunteers, and international stakeholders. The role requires strong organizational skills — the ability to balance day\-to\-day certification support with communications and documentation projects, set priorities, and meet deadlines with guidance from the Executive Director. This position has high visibility and supports the goals and mission of CBIC. The Certification Program Specialist II exemplifies the staff core values of Ownership, Unity, and Commitment. **Education/Experience:** * Bachelor’s degree in communications, marketing, journalism, business, healthcare administration, or a related field preferred, or equivalent combination of education and experience. * 3\-5 years of relevant experience in communications/marketing, certification/credentialing, or customer\-service\-intensive administrative work required. * Membership association or non\-profit experience preferred. * Prior experience in a role requiring sound judgment and a high degree of accuracy preferred. **Knowledge, Skills, and Abilities:** * Strong working knowledge of, or the ability to quickly learn, complex and interrelated policies and procedures, and to apply them accurately to a wide range of candidate and certificant situations. * Strong written and verbal communication and editing skills, with the ability to produce clear, accurate, and engaging public\-facing documentation, correspondence, and copy for a variety of audiences and channels. * Organizational and time\-management skills: able to plan, prioritize, and balance a full\-time workload spanning certification support, communications, and documentation projects. * Comfortable interacting professionally with Board members, committee/taskforce volunteers, and external vendors. * Strong attention to detail and sound judgment in reviewing website content and public\-facing materials for accuracy. * Ability to translate operational and performance data (e.g., ticketing, portfolio audit, refund, email, web, and social media analytics) into clear trend reporting and actionable insights. * Ability to segment and tailor messaging for different stakeholder audiences (e.g., candidates, certificants, board members, international audiences), selecting the right channel and format for each. * Proactive, solutions\-oriented approach to problem\-solving. * Ability to handle confidential and sensitive information with discretion. * Proficiency with Microsoft Office products (Outlook, Word, Excel, PowerPoint, SharePoint, Teams) and database management systems; experience with Salesforce a plus. * Proficiency with social media scheduling tools (e.g., Hootsuite) and design tools (e.g., Canva) required. * Experience with email marketing platforms required; proficiency or experience in HubSpot is helpful. * Experience with website content management systems required for content creation, review, and updates. **Certification Support, Escalations \& Reporting (45%)** * Maintain strong, day\-to\-day working knowledge of certification and recertification support, engaging directly with certificants and candidates by phone, email, and correspondence alongside CBIC staff. * Handle escalated or complex certification/recertification issues that require in\-depth policy knowledge, elevating matters to the Executive Director as needed. * Review and approve recertification portfolio audits. * Act as a liaison with the exam administration vendor (Prometric), addressing candidate issues and handling escalations. * Issue digital badges via Credly and coordinate certificate orders with CBIC’s third\-party vendor. * Coordinate and manage group payments for organizations (e.g., health departments), ensuring accurate processing, invoicing, and record\-keeping. * Maintain accurate records and candidate databases for applicants, candidates, and certificate holders throughout the certification and recertification lifecycle, ensuring accuracy and confidentiality. * Monitor, analyze, and report on certification and recertification program metrics, including application volume, portfolio audit outcomes, candidate incident reports, email ticketing data, and refund activity, and prepare summary reports for the Executive Director. * Use reporting insights to recommend process or communication improvements. **Digital Communications (35%)** * Coordinate CBIC communications, including email campaigns, newsletters, candidate notifications, social media, and other messaging, ensuring consistent, timely, and accurate dissemination of information to all stakeholders. * Execute email marketing, including copywriting, layout, creating graphics (as needed), segmentation, distribution, and tracking. * Provide updates in eNews and the monthly Chapter Leader Newsletter, reviewing content for grammar and APIC style. * Draft and schedule social media posts for CBIC using Hootsuite, and use Canva to produce graphics and visual content that support email, web, and social media initiatives. * Maintain CBIC website content, including drafting and posting updates, supporting new website initiatives, and following accessible web formatting practices. * Tailor messaging, format, and channel selection to the needs of distinct audiences (e.g., candidates, certificants, board members, volunteers, and international stakeholders) so the right information reaches the right audience at the right time. Track email, web, and social media analytics and engagement, using performance insights to refine content, cadence, segmentation, and timing. **Policy, Procedure \& Content Accuracy (20%)** * Maintain and update CBIC’s policy and procedure documentation, including the Candidate Handbook, Recertification Manual/IPU Handbook, and other program manuals, in coordination with the Executive Director and relevant committees. * Draft and revise candidate\- and certificant\-facing policy correspondence and templates, maintaining clarity, accuracy, and consistency with CBIC policy and style. * Assist in writing and updating Standard Operating Procedures (SOPs) for certification, recertification, and communication processes. Conduct regular audits of the CBIC website and other public\-facing materials for accuracy, consistency, and functionality — particularly certification policy, program, and handbook content — ensuring content reflects current policies and procedures and coordinating corrections with the Executive Director as needed. \#LI\-EJ1