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 (Duties that occupy a major portion of time and importance in the job)

Client and Technical Support:

• Provide constituent support pertaining to NRMP technical systems and the processes of
  • 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
  • Document issues and assist with preparing standard procedures to resolve recurring problems in coordination with management and the Match operations
• 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

• 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
• 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
  • Follow approved testing processes, procedures, or
  Identify, communicate, and escalate issues appropriately to the IT or communications teams and
  



Coordinate Fellowship Matches:



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



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
• Assist with developing and maintaining process documents for the Match operations function as
• Assist with user webinars and the development and review of support guides and other user support materials.



INTERACTIONS (External and Internal)




External:



• Daily contact with NRMP’s constituent
• Frequent contact with leaders of medical specialty societies that sponsor fellowship Matches.


• Frequent contact with personnel at various medical education-related

Internal:

• Daily interactions with NRMP staff and
• 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

QUALIFICATIONS, KNOWLEDGE SKILL REQUIRED (Minimum education and experience needed to perform the job adequately)



• Bachelor’s degree in a relevant field preferred. Equivalent experience and training may be
• Minimum of two years of experience in a fast-paced, high-volume, high-pressure, customer-centered service operation
• 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
• Experience with LiveChat or other customer support chat and ticketing systems preferred.


• Experience supporting users of web applications
• Experience in graduate medical education as a program coordinator or manager preferred.


• Proficiency with Excel and Windows/MS Office
• Strong oral and writing skills
• 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 (Physical demands that must be met to successfully complete the essential functions of the job)


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.