ECFMG
  • Medical Education Resource (MER)
  • 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 Operations Supervisor, Medical Education Resources in the Philadelphia, PA office. The Supervisor is accountable for the efficient and effective performance of the Medical Education Resources department.  The Supervisor, in conjunction with the MER Manager, is responsible for personnel management of the MER Coordinators and Specialists.  The Supervisor ensures the day-to-day operations of ECFMG's Medical Education Credentials Library, ECFMG Medical School Web Portal (EMSWP) and ECFMG's e-verification services, and Medical school relations.  The Supervisor works collaboratively with other departments, especially those engaged in the primary-source verification of credentials, to ensure that all staff have the information they need to perform the evaluation and primary-source verification of credentials.

SKILLS

  • Hands on leader that can effectively oversee and manage daily operations.
  • Commitment to excellent customer service.
  • Exemplary oral, written, and interpersonal communications skills.
  • Effective at real-time, and innovative problem-solving. Ability to develop and implement ideas for process improvements.
  • Demonstrated management skills, including ability to motivate staff, recognize and develop staff skills, and provide training and remediation in a positive, productive manner.
  • Must be able to quickly learn new policies and procedures, and communicate same to staff.
  • Must be able to quickly learn new technology systems, and train staff on same.
  • Must be able to organize and facilitate department and/or interdepartmental meetings.
  • Effective organizational skills with the ability to manage multiple responsibilities.
  • Leadership presence to interface with external parties. Public presentation skills and domestic and international travel may be required.

DUTIES

Ensure the Provision of Excellent Service

  • Ensure exemplary customer service is provided throughout ECFMG's interactions with medical schools and institutions
  • Monitor ECFMG's Reference Library to ensure accuracy and clarity for staff using the Library
  • Ensure that escalated applicant concerns are resolved
  • Works collaboratively with all staff, especially AIS, EICS, EPIC, Cert & Exam Support & ECCS staff

 Develops and Oversees an Efficient and Effective Operational Unit

  • Ensure overall quality and accuracy of processes
  • Monitor and oversee work-flow and productivity of staff
  • Oversee and manages collection of authorized signatories, sample school and institution seals
  • Oversee and manages production of "Country Profiles" ensuring that the information the MER Coordinators collect is up-to-date and accurate and are the "source of truth" relating to credentialing
  • Problem solve and resolve processing issues in real-time
  • Monitor communications from medical schools, including verification rejections and advise on methods for reducing/eliminating issues

 Innovates and Implements Process Improvement Ideas

  • Collaborate with manager to identify, develop, and implement process improvements
  • Assist in the development and testing of technology systems to support medical education resources

 Policy & Procedure Development and Staff Training

  • In conjunction with manager, create and develop procedures and guidelines
  • Develop training guides and serves as primary staff trainer and coach
  • Participate in organizational policy setting discussions related to medical education resources
  • Ensures that resources produced by MER are the "source of truth" for all operational PSV units;
  • Ensures that MER interfaces with PSV supervisors and teams regularly and as issues arise so that PSV teams are processing credentials based on the most up-to-date information in ECFMG's Library

 Technology Lead

  • In lieu of or in collaboration with manager,
    • Works with IT to resolve system issues
    • Serves as the product owner for enhancement efforts or oversees work of product owner
    • Supports business rationalization project

 Management Reporting

  • Generate reports for manager and operations leadership on all aspects of customer service and quality, including SLA reports

 Personnel Management

  • Identify staff challenges, whether on a group or individual basis, and facilitate appropriate training to remediate
  • In collaboration with HR and manager, issue verbal and corrective actions, where indicated
  • Manage personnel related matters including monitoring attendance and all record keeping in time and reporting system
  • Perform other duties as assigned by Manager

EXPERIENCE

  • Minimum of four years experience in supervising staff, including professional and entry level staff. Experience in the credentialing field preferred.
  • Extensive experience in the credentialing field may substitute for supervisory experience. Language fluency in a language other than English is preferred.

EDUCATION

  • Bachelor's degree or equivalent work experience.
ECFMG
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