Certification Experience Assistant
The American Board of Ophthalmology (ABO), the nonprofit medical specialty board responsible for certifying eye physicians and surgeons in the United States, seeks a full-time, remote-based team member to support ongoing communication and certification experience programs.
Serving the interests of eye care patients for more than 100 years, the ABO sets high standards for knowledge and skills in the practice of ophthalmology by developing assessment, learning, and improvement programs for more than 20,000 ophthalmologists practicing in the United States and around the world. Effectively communicating with, and creating a positive experience for, our physicians enables us to better meet our vital mission.
The Certification Experience Assistant (CXA) will be the first to greet patients and physicians when they contact the ABO. Reporting to the Director of Communication and Experience, the CXA will work collaboratively with fellow Certification Experience Team members to support ophthalmologists enrolled in certification programs and patients in search of qualified ophthalmologists.
Specifically, the ABO is looking for an energetic individual who can:
- Provide exceptional customer service and support to patients and physicians between the core hours of 8:30 AM to 4:30 PM ET daily
- Manage all incoming phone calls and general inbox emails
- Triage user feedback/issues to facilitate appropriate resolutions
- Act as a liaison between customers and staff to enhance programs and experiences
- Process verification requests, status letters, certificate orders, and activity reports
- Prepare and maintain manuals, policies, documents, and data reports
- Produce correspondence and contribute to internal and external communications
- Support team and organizational initiatives, including stakeholder engagement programs, webinars, surveys, and in-person events (when they resume)
- Manage projects and relationships with vendors, such as printers and archival
- Train peers and leaders in customer experience best practices
- Occasionally attend in-person staff meetings and trainings in the Greater Philadelphia Region and travel domestically to professional society events (when they resume)
The ideal applicant will be a:
- Video conferencing, VOIP, and CRM platform expert (or have the interest and aptitude to become one)
- Confident, empathetic, and persuasive written and verbal communicator
- Collaborative team player with the highest degree of personal accountability and integrity
- Naturally curious problem solver with relentless attention to detail
- Results-oriented self-starter who has mastered the art and science of time management in a remote environment
- Habitual over-achiever committed to continuous learning and professional growth
The ABO believes in creating a diverse work environment reflective of the patients and physicians we serve. Qualified applicants will receive consideration for employment without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.
This position is full-time, includes benefits, and has an average work week of 40 hours. The starting salary for this entry-level role is $40,000. Applicants must have a suitable home office and reliable internet connection fast enough to support daily business needs. Other technology and office supplies will be provided.
To be considered for the CXA position, please submit a resume with cover letter explaining how your skills and interests align with the needs of this position. Because the ability to communicate clearly and effectively is essential to this role, resumes without accompanying letters will not be reviewed. Letters may be addressed to Meghan McGowan, Director of Communications and Experience. Applications will be accepted through March 19, 2021 or until the position has been filled.