Small Team, Big Impact

Chart Your Career with the ABPMR

Here at the ABPMR, we are extremely proud of the work we do. We have a small team of professionals in Rochester, Minnesota, working to provide the best service, products, and support to our diplomates in the interest of the board’s mission to the public.

Open Positions

The American Board of Physical Medicine and Rehabilitation is an Equal Opportunity Employer. All qualified applicants will receive consideration. To apply for a position please send a cover letter, resume, and completed employment application to hr@abpmr.org.

Longitudinal Assessment Lead

The individual in this 30-hour-per-week role has primary responsibility for the administration of the ABPMR’s longitudinal assessment programs. Longitudinal assessment is a system of web-based delivery of medical knowledge questions to physician users over a period of time.

This role includes primary responsibility for the setup, implementation, and ongoing operation of the ABPMR’s online assessment platform along with coordinating use of related organization’s platforms. The individual in this role will serve as product owner of both the online application (enrollment) and the ABPMR’s web-based assessment platform. They will coordinate the enrollment and onboarding of platform users and will be responsible for understanding the overall user workflow and experience. The individual in this role will work with a wide variety of stakeholders both internal and external. This includes internal subject matter experts and external stakeholders such as platform users, vendors, and related organizations.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

  • Uses a project management approach to
    • Plan enrollment processing
    • Facilitate assessment platform enhancements, bug fixes, and user acceptance testing
    • Maintain working knowledge of platforms workflow and useability
    • Coordinate the response to emergent issues
  • Serves as product owner of online longitudinal assessment platforms
  • Serves as primary point of contact to related organizations to
    • Advance discussion and joint development longitudinal assessment in the board community
    • Coordinate operations with administering boards in the occurrence of cosponsored assessments
  • Serves as primary point of contact for platform vendors
  • Responsible for maintaining CME co-sponsorship agreement and awarding of CME to applicable enrollees
  • Responsible for contributing to relevant committee materials for the ABPMR Board of Directors

Competencies:

To perform the job successfully, an individual should demonstrate the following:

  • Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures.
  • Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
  • Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
  • Managing Customer Focus - Develops new approaches to meeting customer needs. Establishes customer service standards. Monitors customer satisfaction. Promotes customer focus. Provides training in customer service delivery.
  • Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
  • Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities.
  • Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
  • Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

  • Bachelor's degree from four-year college or university and two to four years project management experience and/or training.

Customer Service Lead

As a member of the ABPMR Communications Team, the Customer Service Lead has overall responsibility to ensure that customer inquiries are resolved through appropriate channels with the most accurate information. The individual in this role serves as a subject matter expert (SME) regarding external facing policies, the ABPMR’s examination offerings, the ABPMR Continuing Certification Program, and use of the website.

The individual in this role plays a pivotal role in obtaining customer feedback, identifying emergent trends/topics, and assisting to develop salient talking points and standardized responses. Further, this individual has overall responsibility for training and supporting other customer service agents, ensuring that consistent messages are delivered across all agents and platforms, and that consistent coverage is planned for daily operations.

Overall, the Customer Service Lead takes a proactive approach to ensure the best customer service for all ABPMR constituents and maintains a polite, professional and helpful manner at all times.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

  • Answers a wide variety of phone and written inquiries from constituents and escalates inquires as appropriate
  • Provides assistance, information, and direction to constituents who are using ABPMR online systems (e.g., logon assistance, application submission, etc.)
  • Reports recurring constituent concerns/trends or other issues to the rest of the team
  • Serves as a primary point of contact for general questions about the examination requirements, required documentation, and the application process
  • Collaborates with colleagues or managers to find the best solutions to customer concerns
  • Processes examination applications
  • Maintains and updates database records as needed and communicates ideas for improvement
  • Participates in the Part II (oral) Examination process
  • Develops key metrics for use in evaluating effectiveness of customer service
  • Identifies common problems and escalates them to management, along with possible suggestions for improvement, wherever possible.
  • Performs some administrative tasks as needed such as assisting with mailing of items to diplomates, etc.

Competencies:

To perform the job successfully, an individual should demonstrate the following:

  • Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
  • Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
  • Dependability - Commits to doing the best job possible. Follows instruction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.
  • Quality - Applies feedback to improve performance. Demonstrates accuracy and thoroughness. Displays commitment to excellence. Looks for ways to improve and promote quality. Monitors own work to ensure quality.
  • Quantity - Achieves established goals. Completes work in timely manner. Meets productivity standards. Strives to increase productivity. Works quickly.
  • Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

  • High School Diploma or higher
  • Minimum of five years of experience in a professional office environment
  • Demonstrated experience and success in a customer service role