Client Support Specialist

ABOUT THE ORGANIZATION

The National Resident Matching Program® (NRMP®) is a private, not-for-profit organization established in 1952 to provide a uniform date of appointment to positions in graduate medical education (GME) in the United States. The NRMP is not an application processing service; rather, it provides an impartial venue for matching applicants’ and programs’ preferences for each other consistently. The NRMP conducts the annual Main Residency Match encompassing almost 50,000 applicants for more than 40,000 positions in core residencies as well as Matches for fellowship positions in more than 70 subspecialties through its Specialties Matching Service®.

POSITION SUMMARY

The Client Support Specialist will interact with the organization’s constituents by addressing inquiries and resolving complaints, generally providing a high level of customer support. Client Support Specialists will also participate in the development of educational materials and will participate in the user testing of NRMP’s technology systems as requested.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Client and Technical Support:

•    Provide constituent support pertaining to NRMP technical systems and the processes of matching.
     o    Gather information, diagnose concerns, identify solutions, and assist constituents with complex questions pertaining to the use of the R3 and iMatch systems.
     o    Respond to technical questions pertaining to web browsers, servers, firewalls, JavaScript, caches, cookies, and internet service providers and their interaction with NRMP systems.
     o    Document issues and assist with preparing standard procedures to resolve recurring problems in coordination with management and the Match operations team.
•    Respond to communication (calls/emails/chat) from constituents addressing questions about the process of applying for and filling residency and fellowship positions through the Match, NRMP policies, and the matching algorithm.

•    Log and track email tickets and phone communication in the R3 system to establish a record of constituent communication, including staff responses, and to identify patterns requiring attention.

•    Draft email communication about important Match events as directed, and once approved, distribute communication through the R3 system bulk email function or as directed.

Data Management and System Testing and Quality Assurance:

•    Enter and review institution, program, school, applicant, and other user information, maintaining the integrity of the data to ensure the accuracy of the information used in the Match.

•    Use data gathered from client queries to revise internal FAQ’s, and document common queries to augment the R3 system user help content.

•    Monitor Match deadlines and participate in follow-up activities including telephone calls, emails, and distribution of reminder materials as needed to constituents including, medical school deans, residency program directors, and Match applicants; log issues requiring follow-up.

•    Assist with User Acceptance Testing (UAT) of new modules and enhancements in the NRMP technical systems and public website to ensure accuracy and compatibility with existing policies and Match operations.
     o    Follow approved testing processes, procedures, or methodologies.
     o    Identify, communicate, and escalate issues appropriately to the IT or communications teams and management.

Coordinate Fellowship Matches:

•    Independently coordinate the complete lifecycle of multiple Specialties Matching Service Fellowship Matches as assigned, to include:
     o     Collaborate with Match operations management and communications staff on preparation and coordination of all materials associated with a Fellowship Match.
     o    Communicate with sponsoring medical specialty society(s) to ensure the annual SMS Program Director Group Participation Agreement is received and executed in a timely manner.
     o    Prepare and set up scheduled Match events and communications as required for each Match in the R3 system.
     o    Coordinate with other staff to perform participant file verification.
•    Maintain the integrity of all participant and match-related data to ensure accuracy. Prepare reports on the status of assigned specialty Matches, work activities, and other special reports as requested.

Training and Process Documentation:

•    Participate in orienting and training new staff; prepare training outlines and serve as a resource to fellow client support specialists regarding the quality of inquiries, responses, and other tasks as requested.
•    Assist with developing and maintaining process documents for the Match operations function as requested.
•    Assist with user webinars and the development and review of support guides and other user support materials.

INTERACTIONS 

External:

•    Daily contact with NRMP’s constituent base.

•    Frequent contact with leaders of medical specialty societies that sponsor fellowship Matches.

•    Frequent contact with personnel at various medical education-related organizations.

Internal:

•    Daily interactions with NRMP staff and leadership.

•    Daily communication with Match operations management to identify technical issues and policy concerns and participate in problem-solving activities as requested.

•    Work with management team to identify and monitor the success of technical enhancements to the NRMP’s web applications.

QUALIFICATIONS, KNOWLEDGE SKILL REQUIRED 

•    Bachelor’s degree in a relevant field preferred. Equivalent experience and training may be considered.

•    Minimum of two years of experience in a fast-paced, high-volume, high-pressure, customer-centered service operation preferred.

•    Must have exceptional communication and interpersonal skills, a professional and patient telephone manner, and experience dealing with conflict and with individuals 
from diverse cultural backgrounds.

•    Experience with TalkDesk or other phone agent software preferred.

•    Experience with LiveChat or other customer support chat and ticketing systems preferred.

•    Experience supporting users of web applications preferred.

•    Experience in graduate medical education as a program coordinator or manager preferred.

•    Proficiency with Excel and Windows/MS Office required.

•    Strong oral and writing skills required.

•    Strong critical thinking skills with the ability to quickly process complex information, solve problems, and learn new skills

•    Demonstrated ability to translate complex business processes and policies into easily understood language.

•    Must be able to work well independently and with team members and manage multiple priorities while maintaining a high level of customer service and attention to detail.

ADA SPECIFICATIONS 

This position is primarily remote and sedentary. There may be occasional overnight travel and duties may require some bending and lifting. The above statements describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not an exhaustive list of all duties, responsibilities, and skills required.

NRMP is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability or other protected class status. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.