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Manager, Disability Services
Location:
Philadelphia, PA
Description:
POSITION OVERVIEW 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 with and for Disability Services. This role has been designated as which means it generally does not require onsite work more than an average of 2-3 times per month and may require additional prescheduled onsite work. We're open to considering candidates in the following states: PA, NJ, DE and MD. Diversity, Equity, and Inclusion Statement At NBME ® , we continue to innovate and improve how we fulfill the evolving needs of the health care community. This commitment starts and ends with the people at NBME. By recruiting and empowering talented individuals from various disciplines and backgrounds, which includes professionals with diverse life experiences, abilities, and perspectives, NBME can take a well-informed, robust approach to advancing medical education and assessment for years to come. We also continue to focus on ensuring that our DEI work is impactful and ingrained in everything we do, including with our staff, workplace culture, products and services, the Philadelphia community and the broader medical education landscape. RESPONSIBILITIES 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. Conduct operational research; prepare reports; and conduct data warehouse queries as needed. Performs other duties and participates in projects as assigned. Participate in the creation and implementation of departmental policies and best practices that assure efficient and accurate processing of requests and timely delivery of approved test accommodations and personal item exceptions (PIE). 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. Ensures 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 including; processing requests and providing appropriate telephone and written communication to customers; maintaining confidentiality in all interactions with examinees and third parties as well as with electronic record keeping and file management. 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 Skills and Abilities Superior interpersonal, analytical, verbal, and written communication skills. 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. Support for NBME's DEI commitments. Facility with data-based research and basic statistical analysis. Desired: Experience managing others in a professional environment. Experience At least two years of related experience, preferably managing others in a professional environment Education Bachelor's degree or a combination of equivalent education and experience About NBME: NBME offers a versatile selection of high-quality assessments and educational services for students, professionals, educators, regulators and institutions dedicated to the evolving needs of medical education and health care. To ensure our assessments meet the highest standards of quality, stay relevant and align to the current curriculum in medical schools and training programs, we rely on a wide network of collaborators. These include the volunteers who help develop our exam questions, the committees and panels who represent various groups within the medical education community, external researchers and health profession organizations. We are committed to meeting the needs of educators and learners globally with assessment products and expert services such as NBME® Subject Examinations , Customized Assessment Services , Self-Assessment s , the International Foundations of Medicine® Program and Item Writing Workshops . Together with the Federation of State Medical Boards, NBME develops and manages the United States Medical Licensing Examination® , which measures the ability to apply knowledge and skills that form the basis of safe and effective patient care. Our Competency-based Assessment unit is focused on new methods as well as the optimization of assessment in the workplace and education. As a result of leadership in ongoing research, innovative measurement practices and the exploration of forward-thinking assessment modalities and improvements, NBME advances assessment science. Our grant and funding opportunities further support this dedication to medical education and assessment science. We help develop the next generation of assessment professionals through our Summer Psychometric Internship Program . Through the Stemmler Fund , Strategic Educators Enhancement Fund and Latin America Grants Program , researchers and educators can continue to improve the assessment of health care professionals around the world. NBME views diversity, equity and inclusion (DEI) as foundational and enduring to our strategy and vision. We continue to focus on ensuring that our DEI work is impactful and ingrained in everything we do, including with our staff, culture, products and services, the Philadelphia community and the broader medical education landscape. Our commitment manifests in our hiring and staff development, recruitment for committees, grants programs, design and review of our assessments, and involvement in our local and national communities. Learn more about NBME at NBME.org . The NBME offers competitive salaries, excellent benefits, and a rewarding work environment. Excellent Benefits include: Healthcare, Dental, Prescription, and Vision plans; 401(k) w/match, Tuition Reimbursement Plan, Commuter Benefit: Public Transit or Parking options. Remote Friendly Workplace. NBME is an equal opportunity employer as defined by the EEOC. #Senior #LI-Remote Job Posted by ApplicantPro
Company:
Nbme
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: Manager, Disability Services
Manager, Disability Services is a Executive Manager Job at Nbme located in Philadelphia PA. Find other listings like Manager, Disability Services by searching Oodle for Executive Manager Jobs.
Manager, Disability Services is a Executive Manager Job at Nbme located in Philadelphia PA. Find other listings like Manager, Disability Services by searching Oodle for Executive Manager Jobs.