ECFMG
  • EPIC
  • Philadelphia, PA, USA
  • Full Time

ECFMG offers competitive compensation and excellent benefits including generous coverage for health, dental and vision insurance, 15% employer contribution to retirement, 100% tuition reimbursement, and many other great benefits. ECFMG is an equal opportunity employer.


ECFMG is seeking a Bilingual (Arabic) EPIC Advisor in the Philadelphia, PA office. This position focuses on providing excellent customer service via email and telephone to EPIC applicants. Responsibilities include maintaining the info@ecfmgepic.org and EPIC Requests mail boxes and fielding EPIC telephone calls.  The advisor coordinates with EPIC team members to resolve issues as they arise in a timely manner. The advisor is responsible for learning and appropriately interpreting the policies and procedures of EPIC's client organizations for the purpose of advising applicants via telephone, e-mail, and other written correspondence.  The advisor will assist the EPIC team along with other departments with translations and communications in Arabic, including contacting medical schools and other institution officials. This position may also be asked to support international medical students/graduates (IMGs) with accurate and timely information on other ECFMG programs and the policies and procedures related to same.

SKILLS:

  • High level of problem solving/deductive reasoning ability coupled with an intense desire to secure positive outcomes for both the client and the organization.
  • Excellent written and verbal communications skills.
  • Learn and accurately interpret EPIC programs, policies, and procedures and those of EPIC's organizational clients in order to appropriately advise applicants.       
  • Excellent organizational skills coupled with the ability to maintain quality and efficiency while working in a high pressure environment.
  • High level of conflict resolution skills.
  • Innate sense of urgency.
  • Strong computer skills including proficiency with Microsoft Office and Word.
  • Adept at managing various computer programs simultaneously.
  • Interface and communicate with clients and co-workers in a clear and professional manner. 
  • Spoken and written fluency in Arabic required; proficiency in other languages helpful. 

DUTIES:

  1. Ensures the Provision of Excellent Service
  • Provides exemplary customer service to EPIC applicants and maintains an applicant-   centered approach in all EPIC activities.
  • Respond to a high volume of telephone and email inquiries and ensures that work is completed in an accurate and timely manner.
  • Communicates in a professional and clear manner.
  • Translates credentials and written communication from Arabic to English, as needed.
  • Translates documents and written communication from English to Arabic, as needed.
  • Communicates in Arabic in writing and verbally, including contact with medical school and other institution officials, as needed.
  • Escalates issues to management as appropriate.
  1. Contributes to an Efficient and Effective Operational Unit
  • Responsible for handling inbound customer interactions, determine reason for call, gather data, understand and identify applicant and client needs, and handle the interactions appropriately.
  • Resolve applicant or client specific issues in conjunction with other department members 
  • Write correspondence in response to applicant or client letters and email received regarding ECFMG programs and services.
  • Write correspondence at the request of other departments within Operations.
  • Communicates with applicants regarding deficiencies with their submissions to EPIC
  • Assists in quality assurance processes.
  • Assists in training and coaching of temporary and permanent staff.
  • Perform other duties as assigned by Manager.

EXPERIENCE:

  • Three to seven years professional experience, preferably in a customer service position.
  • Demonstrated history of learning and integrating a high volume of complex information quickly.
  • Demonstrated history of solving complex client issues requiring extensive research, follow-up information gathering and collaboration with cross functional teams.
  • Demonstrated history of success working in a highly collaborative environment.
  • Demonstrated verbal and written communications skills.
  • Spoken and written fluency in Arabic required; proficiency in other languages helpful. 

EDUCATION:

  • Bachelor degree or equivalent work experience required.
ECFMG
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