Description

Position Summary:

The Certification Experience Assistant plays a crucial role in the delivery of the Certification Experience Program by providing high-quality services and support to physicians, patients, staff, and stakeholders. The heart and the hub of the organization, the CXA provides knowledgeable, empathetic, and efficient customer support; supplies polished and professional administrative services; and engages thoughtfully with the mission of the organization in their day-to-day output. Troubleshooting skills and strong attention to detail are essential for this full-time position. 

Key Responsibilities:

• Phone Support: Manage VoIP system call routing, pre-recorded greetings, and other settings. Provide prompt and courteous assistance to callers. Diagnose and resolve issues, escalating as needed.
• Email Triage: Manage and prioritize incoming emails, ensuring timely and accurate responses. Research requests, handle necessary follow-up, and close communication loops. 
• Request Fulfillment: Coordinate weekly certificate orders and track vendor fulfillment. Process refund and cancellation requests. Provide verification and eligibility letters. Process name changes and degree updates.
• Administrative Tasks: Support daily operations with as-needed tasks such as data entry, scheduling, and documentation. Assist with annual cycles of application review and data processing. Create and manage a virtual filing system.
• Experience Program Support: Cross-train on candidate and diplomate support functions. Conduct phone, email, and survey outreach. Develop call scripts, email templates, and other materials. Coordinate event logistics, including merchandise orders, schedules, and travel.
• Analytics: Monitor and analyze experience program data to identify trends, provide insights, and suggest improvements. Develop reports and recommendations.

Employer Profile:

The American Board of Ophthalmology (ABO) serves patients and the public as the medical specialty board responsible for verifying the competencies of eye physicians and surgeons in the United States. A 501(c)(6) not-for-profit organization, the ABO certifies medical and osteopathic physicians who have completed an accredited ophthalmic residency training program and demonstrated the necessary level of knowledge, judgment, skills, and experience in ophthalmology. The ABO’s Continuing Certification program for board-certified ophthalmologists promotes career-long learning and ongoing improvement in patient care. The ABO is a founding member of the American Board of Medical Specialties (ABMS) and serves more than 20,000 active ophthalmologists. The organization is led by a physician-CEO and a 16-member Board of Directors; the ABO currently employs 11 full-time staff. Since 2018, the ABO has been recognized with GuideStar’s Platinum Rating for fiscal and operational transparency: https://www.guidestar.org/profile/23-1693176.

Work Environment:

This role is performed in an 85%+ remote setting with all necessary work-at-home equipment provided. Required hours are 8:30 AM ET to 4:30 PM ET Monday through Friday, with a one-hour break for lunch. Additional weekend hours may be required during examinations and special events (3-4 times per year). Domestic travel to in-person, all-staff meetings 2-3 times per year is required. The ability to travel to the Greater Philadelphia Area for occasional daytime meetings is preferred. 

Requirements

Qualifications (Required):

•       First-rate verbal and written communication skills to interact with staff and stakeholders.
•       Demonstrable proficiency in Microsoft Office Suite software and CRM systems.
•       Excellent problem-solving and analytical abilities.
•       Previous customer service or support experience.
•       Ability to manage multiple tasks and work in a fast-paced environment.
•       Team-oriented with the ability to work well with others and maintain positive relationships.
•       Ability to handle sensitive information with discretion and maintain confidentiality.

Qualifications (Preferred):

•       Relevant associate or bachelor’s degree and/or certification(s).
•       Experience in a nonprofit association or membership organization setting.
•       Track record of remote work success.