Diplomate Support Specialist
 Massachusetts General Hospital | |
remote work
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 United States, Massachusetts, Newton | |
| 2 Wells Avenue (Show on map) | |
 Jan 10, 2025 | |
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GENERAL SUMMARY/ OVERVIEW STATEMENT
The American Board of Dermatology (ABD) is an independent, non-profit organization that establishes common standards for dermatologists to achieve and maintain board certification. The ABD seeks to add a new member to its dynamic team of 8 administrative professionals and 5 physicians: a Diplomate Support Specialist. This team member, under the general direction of the Operations Manager, will support several key elements of the organization, related to the ABD's Continuing Certification Program. In partnership with two senior staff members, principal duties include providing customer support to the 12,000 dermatologists fulfilling ongoing certification requirements; assisting end-users on the ABD's knowledge assessment platform; and facilitating various workflow cycles related to ABD business operations and diplomate certification requirements. The ideal candidate will deliver seamless and attentive service, ensuring prompt and helpful responses to all inquiries while functioning within a small team of administrative professionals who cover the other aspects of business operations. All team members demonstrate functional knowledge of the ABD's broad business operations to ensure adequate coverage in the event of staff shortages or workload spikes. PRINCIPAL DUTIES AND RESPONSIBILITIES Support ABD diplomates fulfilling Continuing Certification requirements. Routinely monitor key communication portals (email, phone, social media) and respond to inquiries. Assist with distributing large email campaigns by preparing mailing lists, validating the accuracy of messages, serving as the primary point of contact for responses and triaging concerns, as needed. Oversee a calendar of planned communications and ensure prompt delivery of quarterly reminders and annual invoices. Remain abreast of evolving Continuing Certification standards and serve as a key resource for colleagues and diplomates. Compile statistical and informational reports, upon request, from a proprietary internal database. Help validate monthly database updates designed to enhance workflow and improve end user experience. Proactively contact diplomates to assist with meeting requirement deadlines. Provide technical support to end-users of a web-based assessment platform. * Attain fluency with the platform's end-user and administrative features. * Routinely monitor an online Help Desk queue and provide prompt responses. * Participate in validation testing to prepare the platform for the annual content refresh. Monitor diplomate feedback on platform content and escalate issues, as needed. Interact with the platform vendor via Microsoft Teams. Facilitate workflows related to essential ABD committees. * Coordinate and schedule meetings using Doodle Poll, Zoom and Google Calendar. * Distribute agendas, supporting materials and minutes related to committee meetings. * Maintain strict document storage standards for committee materials using a secure Dropbox environment. * Design and monitor Google-based tracking sheets for multiple committees and projects. * Monitor the progress of committee assignments within a proprietary item bank database and send reminders, as needed. * Handle highly sensitive materials related to diplomate certification statuses. EDUCATION Associate degree required; Bachelor's degree preferred. EXPERIENCE 5+ years of customer service experience required, with technical end-user support preferred. SKILLS/ABILITIES/COMPETENCIES REQUIRED * High standards of customer service excellence * Professional, clear and concise communication abilities, in verbal and written contexts * Proficiency with computers and software applications, including Microsoft Office, Google Drive, Dropbox and Zoom * Creative and comprehensive troubleshooting skills * Responsiveness to time-sensitive requests * Strict attention to detail * Strong organizational skills * Capacity to multi-task in a fast-paced environment * Teamwork and cooperation skills SUPERVISORY RESPONSIBILITY None. WORKING CONDITIONS Remote work environment. Occasional out-of-state travel may be required, to attend an annual conference or meeting. Additional_Job_Description The General Hospital Corporation is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. | |