Client Support Specialist

January 1

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National Resident Matching Program® (NRMP®)

WebsiteLinkedInAll Job Openings

Specialties Matching Service® • Main Residency Match • Graduate Medical Education • Data and Research • Medical Education

11 - 50 employees

Founded 1952

📚 Education

⚕️ Healthcare Insurance

Description

• 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. • Provide constituent support pertaining to NRMP technical systems and the processes of matching. • Gather information, diagnose concerns, identify solutions, and assist constituents with complex questions pertaining to the use of the R3 and iMatch systems. • Respond to technical questions pertaining to web browsers, servers, firewalls, JavaScript, caches, cookies, and internet service providers and their interaction with NRMP systems. • 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. • 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 FAQs, 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. • Independently coordinate the complete lifecycle of multiple Specialties Matching Service Fellowship Matches as assigned. • Collaborate with Match operations management and communications staff on preparation and coordination of all materials associated with a Fellowship Match.

Requirements

• 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 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. • Must be available to work from 10am-6pm EST and to work extended hours during peak periods. • Must be eligible to work in the United States without sponsorship or restriction.

Benefits

• Health and Retirement Benefits: NRMP offers medical, dental, vision, short and long-term disability, life insurance, flexible spending accounts, and health savings accounts (dependent on medical coverage selected). • NRMP pays 90% of employee medical coverage for full-time staff. • NRMP contributes up to $500 per month for dependent care coverage. • Upon date of eligibility, NRMP provides an 8% non-elective employer contribution into the 403(b) plan and employees are eligible for a 2% employer match if they contribute at least 2% into the 403(b) plan. • Work/Life Balance and Employee Leave: NRMP offers staff a minimum of three work weeks of annual leave and two work weeks of sick leave each year that is accrued per pay period. • In addition to accrued annual and sick leave, NRMP observes up to 16 paid days off each year. • NRMP offers twelve weeks paid parental leave for birth mothers and six weeks paid parental leave for non-birth parents. • NRMP supports a 35-hour work week. • Other perks: Enrollment in Employee Assistance Program (EAP). • NRMP offers tuition reimbursement so staff can pursue graduate degrees, certifications or other designations that advance their work in the organization. • Access to LinkedIn Learning suite of professional development courses.