Physician Engagement & Certification Support Specialist

Jobtailor; Raleigh (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Jobtailor in Raleigh, NC is seeking a customer-focused professional to act as the primary contact for physicians and ABA constituents. You will support ABA exams, certification, and continuing certification with timely and accurate information.

You will handle high volumes of inquiries, applying ABA policies and documenting interactions, while escalating complex cases when needed and ensuring high-quality service and relationships with constituents.

Qualifications

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

Responsibilities

• Serve as a primary point of contact and liaison for physicians and other ABA constituents.
• Provide timely, accurate, and professional support related to ABA exams, certification, and continuing certification.
• Respond to a high volume of phone and email inquiries; research constituent records.
• Correctly apply and explain ABA policies and document interactions according to established standards.
• Resolve routine to moderately complex questions using approved policies, procedures, scripts, templates, and resources.
• Route non-constituent calls to the appropriate ABA staff member.
• Escalate cases requiring advanced investigation, policy interpretation, technical support, or cross-department decision-making.
• Deliver excellent customer service, helping constituents navigate requirements and next steps.
• Strengthen the relationship between physicians and the ABA.
• Identify recurring concerns or communication trends, report relevant issues, and assist with quality improvement activities.

Skills

Communication

Customer service

Empathy

Written communication

Verbal communication

Problem solving

Time management

De-escalation

Attention to detail

Critical thinking

Education

High school diploma

Associate degree

Bachelor’s degree preferred

Tools

CRM

Portals

Microsoft Office

Job description

Jobtailor in Raleigh, NC is seeking a customer-focused professional to act as the primary contact for physicians and ABA constituents. You will support ABA exams, certification, and continuing certification with timely and accurate information.

You will handle high volumes of inquiries, applying ABA policies and documenting interactions, while escalating complex cases when needed and ensuring high-quality service and relationships with constituents.