• 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 an Customer Service Case Manager in the Philadelphia, PA office. The primary responsibility of the Customer Service Case Manager is to provide targeted, proactive case management to applicants. The Case Manager will identify, escalate, and manage cases of applicants with special circumstances, such as client deadlines, difficult-to-verify credentials, unusual credentials, and compliance issues (i.e. OFAC).  This includes outreach to applicants to resolve applicant issues, such as credential deficiencies and verification fees; outreach to verifying institutions on behalf of physicians to resolve issues related to their verifications; and outreach to clients on applicant cases. The Case Manager will proactively identify quality improvements that will improve the process for all physicians and will partner closely with members of the Medical Education Resource team to clarify issues and improve processing with medical institutions for all PSV departments. Through these tasks, the Case Manager contributes to the overall quality and accuracy of ECFMG processes and ensures the delivery of excellent customer service to our applicants. 


Ensures the Provision of Excellent Service for Applicants

  • Manages cases for applicants with special circumstances, such as client deadlines, difficult-to-verify credentials, unusual credentials, and compliance issues (i.e. OFAC); serves as a primary liaison to applicants to resolve such issues and obtain verification of their credentials
  • Serves as the primary liaison to clients on issues related to verification of applicant credentials
  • Independently and proactively monitors the credentials of applicants with pending deadlines, and makes every effort to obtain verification of applicant credentials within the stated timelines.
  • Outreach to applicants to resolve issues related to submissions.
  • Outreach to medical schools and institutions to resolve issues related to verification of applicant credentials.

Contributes to an Efficient and Effective Operational Unit

  • Resolves application and client escalations and, if unable to resolve, presents assessment and recommendations to management.
  • Proactively monitors verifications queues to identify and manage applicants with outstanding verifications.
  • Escalates institution issues and concerns to Medical Education Resources, as appropriate.
  • Communicates with applicants and representatives of institutions with which ECFMG is conducting verifications in a professional and clear manner.

Contributes to Process Improvement within Department

  • Collaborates with management and clients, as appropriate, to identify process improvement ideas.
  • Contributes to overall quality and accuracy of  processes by identifying issues and knowledge gaps among staff, and partnering with Supervisor to develop staff training to address these gaps.


  • Commitment to excellent customer service.
  • High level of written and verbal communication skills.
  • Extremely effective at real-time, innovative problem-solving/issue resolution.
  • Willingness to develop and share ideas for process improvements.
  • Demonstrated collaborative skills, including ability to work effectively in a team-based environment.
  • Leadership presence to interface with external clients.
  • High level of analytical skills in the evaluation of applicant documents, including credentials, verifications, and identity documentation.
  • Effective time management.
  • Self-motivated and self-directed, with the ability to work independently on complex tasks.
  • Ability to quickly learn and apply ECMFG policies and procedures as they related to the processing of credentials.



  • Four years professional experience in a customer service capacity required; experience with customer service in the processing of credentials or other documents strongly preferred.
  • Proven, high-level analytical and communication skills required.
  • Exemplary customer service skills required.


  • Bachelor's Degree or equivalent work experience required.
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