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NBME is a not-for-profit organization that specializes in the creation of assessments and learning tools for physicians and health professionals. Our mission is to advance assessment of these professionals to achieve optimal care for all, supporting the development of a highly effective, diverse and compassionate health care workforce. Founded in 1915 Develops and manages the United States Medical Licensing Examination® Offers a comprehensive portfolio of assessment products for every stage of the medical school journey Dedicated to advancing innovative assessment approaches through research, collaboration, and contributions to the medical education and assessment communities
Manager, Disability Services
Location
United States
Posted
39 days ago
Salary
$110.6K - $149.3K / year
Seniority
Lead
No structured requirement data.
Job Description
Manager, Disability Services
NBME
Role Description The Manager, Disability Services, will play a key role in assuring that unit goals and metrics are met by leading a team of specialists and overseeing the accurate and timely end-to-end processing of requests for test accommodations and delivery of approved test accommodations for NBME products and client examinations. The Manager, Disability Services, will consult and liaise with other units, and supervise day-to-day operations and problem solve for Disability Services. - Plans, prioritizes, and delegates work tasks to ensure the necessary resources and tools are available for quality customer service delivery. - Assigns and monitors workloads to drive high customer satisfaction levels. - Develops, monitors, assures customer service or other operational metrics are met. - Reviews and assesses customer service level agreements with cross-functional teams. - Ensures the achievement and maintenance of agreed customer service levels and standards. - Establishes and communicates service metrics; monitors and analyzes results for potential improvements in service. - Develops operational procedures, policies, and standards. - Enhances customer experiences by evaluating, designing and implementing new processes. - Liaise with peers and directors to share best practices and knowledge to help define future strategies and processes, including universal design and accessibility principles and best practices. - Conduct operational research; prepare reports; and conduct data warehouse queries as needed. - Participate in the creation and implementation of departmental policies and best practices that ensure efficient and accurate processing of requests and timely delivery of approved test accommodations. - Serve as back up to director for internal and external meetings. - Gather, analyze, and report data for reports, special projects, presentations and other duties as assigned. - Develop and maintain effective policies, procedures, training deliverables and instructional materials. - Review and update procedures and best practices. - Ensure information for websites and knowledge bases are current and accurate. - Hire, train, supervise, and coach staff to effectively and efficiently carry out all duties and responsibilities. - Interface with test vendors. - Ensure resolution of examinee questions and test accommodation delivery problems according to the policies and procedures. - Provide subject matter expert customer service for escalated issues. - Tracks and resolves escalated/outstanding issues with exam delivery vendor, internal and external resources. Qualifications - Superior interpersonal, analytical, verbal, and written communication skills. - Demonstrated ability to lead and develop a team, including coaching, performance management, and fostering support and accountability. - Ability to be proactive and solution oriented. - Demonstrated ability to think and act strategically. - Knowledge and experience using MS Office applications. - Knowledge and experience using a Customer Relationship Management (CRM) system. - Knowledge and experience working with a contact center telephony system and quality monitoring program. - Demonstrated organizational ability and efficiency handling multiple details simultaneously. - Strong attention to detail. - Strong commitment to a team approach. - Ability to analyze and/or create data-based research and basic statistical analysis. - Desired: Experience managing others in a professional environment. Requirements - At least two years of related experience, preferably managing others in a professional environment. - Bachelor's degree or a combination of equivalent education and experience. Benefits - Healthcare, Dental, Prescription, and Vision plans. - 401(k) w/match. - Tuition Reimbursement Plan. - Commuter Benefit: Public Transit or Parking options. - Remote Friendly Workplace.
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