Physician Engagement Specialist I

Job Description

Job Description

Reports to: Team Lead, Physician Engagement Specialist

Our Organization

We are a medical specialty certifying board serving anesthesiologists. Since 1938, we have been administering certification exams and today we take an innovative approach to certification and continuous learning. We foster practice standards that instill confidence and trust that board-certified anesthesiologists have the knowledge and skills to provide high-quality patient care. We are dedicated to elevating expertise in an evolving profession. Our mission is to advance the highest standards of the practice of anesthesiology. We work together with physician anesthesiologists to ensure they provide the best care possible for every patient, every day.

Position Description

The Physician Engagement Specialist I (PES I) serves as a primary point of contact and liaison for physicians and other ABA constituents, including residents, applicants, diplomates, training program personnel, credentialing organizations, and the public. This role provides timely, accurate, and professional support related to ABA exams, certification, and continuing certification (MOCA) by responding to a high volume of phone and email inquiries, researching constituent records in ABA systems such as CRM and ABA GO, correctly applying and explaining ABA policies, and documenting interactions according to established standards. The PES I resolves routine to moderately complex questions using approved policies, procedures, scripts, templates, and resources; routes non-constituent calls to the appropriate ABA staff member; and escalates cases requiring advanced investigation, policy interpretation, technical support, or cross-department decision-making. This position takes a proactive approach to delivering excellent customer service, helping constituents navigate requirements and next steps, strengthening the relationship between physicians and the ABA, and advancing the value of certification. The PES I also identifies recurring concerns or communication trends, reports relevant issues to the supervisor, and assists with quality improvement activities.

Education

• High school diploma required; associate or bachelor’s degree preferred.

Skills

• Strong written and verbal communication skills; ability to communicate clearly, professionally, and with empathy.
• Ability to learn, retain, and accurately apply a large volume of detailed information, including ABA policies, procedures, systems, and certification requirements.
• Strong reading comprehension skills with the ability to interpret policies, procedures, constituent records, and written inquiries accurately.
• Sound judgment to determine appropriate responses, next steps, and escalation needs.
• Customer service orientation with the ability to remain calm and helpful in challenging interactions; willingness to learn and apply de‑escalation techniques.
• Ability to follow established policies, procedures, and documentation standards.
• Ability to write quality emails that meet established standards for accuracy, completeness, clarity, professional tone, grammar/mechanics, timeliness, and process adherence.
• Solid problem-solving and critical thinking skills; ability to assess inquiries, apply the appropriate policy or resource, and recognize when escalation is needed.
• Resourcefulness in using job aids, templates, and knowledge resources.
• Proficiency with computer systems and comfort learning new tools (CRM, portals, Microsoft applications).
• Ability to prioritize tasks, manage time effectively, and adapt to frequent interruptions in a deadline‑driven environment.

Experience

• One to three years of experience in a professional office, customer service, or contact center environment preferred.
• Experience in healthcare, medical education, credentialing, certification, or member services is a plus.
• Demonstrated ability to learn policies and systems quickly and apply them consistently.

Specific Responsibilities

• Demonstrate a commitment to customer satisfaction and high-quality work product in a service-driven culture.

• Answer inbound phone calls and respond to shared inbox emails in a professional, moderate to high‑volume contact center environment; provide accurate information, set clear expectations, and ensure appropriate follow‑up within defined timelines.
• Research and verify physician information in CRM/ABA GO (e.g., training history, exam history, certification/MOCA participation, prior contacts) to address questions and determine next steps.
• Apply established ABA policies, procedures, scripts, and templates to resolve routine and complex inquiries; communicate requirements in clear, customer‑friendly language.
• Draft high-quality written responses that are accurate, complete, clear, concise, professional, and aligned with ABA policy; ensure emails address the constituent’s question, include appropriate next steps, use correct grammar/mechanics, and are sent within established service expectations.
• Provide basic troubleshooting support for ABA online systems (e.g., login/access, navigation, common portal questions) and escalate technical issues using established routing paths.
• Document each constituent interaction (calls/emails) in CRM according to established standards; ensure notes are accurate, complete, and professional.
• Identify when an inquiry requires escalation (e.g., policy exceptions, credentialing determinations, exam eligibility disputes, complex technical issues) and route cases to the appropriate team with complete supporting details.
• Use available resources (job aids, knowledge base articles, FAQs) and ask questions appropriately to ensure accuracy and consistency.
• Identify and report recurring constituent concerns, trends, or process issues to the supervisor, including relevant details to support timely review and follow-up.
• Participate in team meetings, training, and cross‑training as assigned; support onboarding of new staff primarily through shadowing and sharing standard resources when requested.
• Travels to support remote ABA operations as needed including travel to national conferences. Serves as oral examination staff if requested.
• Other duties as assigned.

Special Requirements

• Ability to lift up to 10 pounds.
• Ability to sit for extended periods of time.
• Must be able to work onsite in Raleigh, NC at least two days/week.