Physician Engagement Specialist

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.

• 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‑scalation 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.