Accommodations & Exceptions Scheduling Coordinator

Job Description

Accommodations & Exceptions Scheduling Coordinator

Description

Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

The Accommodations Scheduling Coordinator is responsible for providing operational support to clients and candidates to ensure testing accommodations are correctly implemented. Responsibilities include handling client and candidate inquires related to testing with approved accommodations, scheduling exam appointments, and coordinating with clients, external vendors, internal teams, and test centers to ensure requirements are executed properly. The Accommodations Scheduling Coordinator is responsible for scheduling and coordinating all approved accommodations including but not limited to extra time, separate rooms, service providers, equipment, external software, and paper-based exams.

SCOPE AND IMPACT OF JOB

Works directly with clients, candidates, vendors, test centers, and internal teams including Program Management, Accessibility & Disability Services, and Capacity Management Group (CMG) to implement accommodations that have been granted based on The Americans with Disabilities Act (ADA). An Accommodations Scheduling Coordinator is knowledgeable in client accommodation policies and enforces their guidelines while serving as the candidate advocate throughout the scheduling process. This role is responsible for working directly with multiple external service providers. Additional responsibilities include coordinating special projects as requested by clients to meet the needs of their candidates testing with accommodations.

PRIMARY RESPONSIBILITIES

Accommodation Scheduling & Implementation

Interface with clients, candidates, and internal teams to ensure exceptional service is provided.

Correctly and efficiently execute requests for candidates approved to test with accommodations following client specific guidelines, enabling Accommodation Scheduling team to meet 1 business day KPI.

Work directly with service provider vendors to schedule all ancillary support including readers, recorders, sign language interpreters, and translators per client requirements.

Responsible for coordination with internal teams to ensure all necessary equipment, software, and exam content is prepared and shipped to appropriate test center for exam day.

Communicate all details of exam appointment to Pearson VUE test centers or other external testing locations to ensure site is properly prepared on exam day.

Become a subject matter expert (SME) on test center capacity guidelines to ensure test center efficiency KPIs are met.

Support Contact Center and Channel staff handling accommodations via Accommodation Scheduling Helpdesk lines.

Client Support

Serve as primary contact for clients on accommodation scheduling and implementation inquires.

Receive and manage accommodation approval data from clients, ensuring information is updated accurately, securely, and in a timely manner.

Identify and escalate non-standard requests to Accommodation Review team, ensuring proper implementation of the candidate's accommodation approvals.

Qualifications

• Bachelor’s Degree or equivalent experience preferred
• 2 years in a customer service position
• Strong professional communication and time management skills as well as excellent attention to detail
• Ability to exercise discretion in handling confidential material
• Proficiency in MS Office

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-MN-Bloomington

Work Locations: US-MN-Bloomington-5715 Old Shakopee 5715 Old Shakopee Road Suite 100 Bloomington 55437

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Oct 3, 2019

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1912517

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.