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INTRODUCTION

The American Board of Internal Medicine (ABIM) is currently seeking a Customer Relationship Advocate (CRA) to join its Customer Experience (CX) team. In this role, the CRA is responsible for managing high profile customer relationships through multi-channel interactions. The role requires providing complete and accurate information regarding certification in Internal Medicine, its Subspecialties, and the Maintenance of Certification (MOC) Program. The CRA must have the ability to comprehend and retain current and historical knowledge regarding ABIM’s multifaceted products and services. The CRA is a consummate professional, with the patience and skillfulness to guide examination candidates and diplomates through their individual training and recertification pathways, and be proficient in describing all aspects of ABIM products, services and programs.

ROLE AND RESPONSIBILITIES

Reporting to the Customer Experience (CX) Manager, the CRA is responsible for the following:

• Represent ABIM’s brand by interacting with high profile customers with respect, empathy, and diplomacy.
• Respond to complex multi-channel inquiries regarding ABIM, including policies, procedures, training requirements, registration, and exams. Meet customer needs through the efficient resolution of inquiries.
• Ensure customer information is current and accurate within the customer relationship management (CRM) system, and other customer tracking tools.
• Ensure appropriate and timely follow up to customers when additional information is requested by them.
• Process requests for customer-initiated transactions to complete MOC requirements.
• Manage outstanding case management work.
• Ensure all contacts are documented in the appropriate source application.
• Maintain relevant ABIM knowledge by participating in educational workshops and self-led learning.
• Assist with special projects and miscellaneous tasks, as needed.

BASIC QUALIFICATIONS

The ideal candidate has an undergraduate degree, or equivalent professional background, with a minimum of 3+ years of experience in a customer-facing role, preferably within a high touch relationship-focused environment; experience in supporting or communicating with physicians is highly desirable. The successful incumbent will have solid interpersonal and written communication skills, along with a consistent attention to detail and excellent organizational & time management abilities. They will also have a proven ability to explain information clearly and relate well to others, while maintaining a calm, professional demeanor. Expertise in handling sensitive issues with empathy, respect, diplomacy, and confidentiality is a must. Proficiency in MS Office; experience utilizing CRM functionality and supporting web-based portals, a plus.

LOCATION

This role is based in our offices at 510 Walnut Street, Philadelphia PA, with the ability to work remotely three days a week. Our technology and facility teams provide and support a seamless hybrid work environment for all employees.

At the American Board of Internal Medicine (ABIM), our team of unique and talented professionals, and the inspiring work they do, are essential to meeting the needs and expectations of ABIM’s diverse community of physicians. ABIM is like no other workplace, and we are proud of it. We are committed to recognizing the importance of our people by investing in their lives through ongoing learning opportunities and exceptional total compensation & benefit offerings. We look forward to learning more about your interest in joining our team.

EOE