National Resident Matching Program® (NRMP®)

Customer Support

• Provide constituent support pertaining to NRMP technical systems and the processes of matching.
• Gather information, diagnose concerns, identify solutions, and assist constituents with complex questions pertaining to the use of the R3 and iMatch systems.
• Respond to technical questions pertaining to web browsers, servers, firewalls, JavaScript, caches, cookies, and internet service providers and their interaction with NRMP systems.
• Document issues and assist with preparing standard procedures to resolve recurring problems in coordination with management and the Match operations team.
• Respond to communication (calls/emails/chat) from constituents addressing questions about the process of applying for and filling residency and fellowship positions through the Match, NRMP policies, and the matching algorithm.
• Log and track email tickets and phone communication in the R3 system to establish a record of constituent communication, including staff responses, and to identify patterns requiring attention.
• Draft email communication about important Match events as directed, and once approved, distribute communication through the R3 system bulk email function or as directed.
• Enter and review institution, program, school, applicant, and other user information, maintaining the integrity of the data to ensure the accuracy of the information used in the Match.
• Use data gathered from client queries to revise internal FAQ’s, and document common queries to augment the R3 system user help content.
• Monitor Match deadlines and participate in follow-up activities including telephone calls, emails, and distribution of reminder materials as needed to constituents including, medical school deans, residency program directors, and Match applicants; log issues requiring follow-up.
• Assist with User Acceptance Testing (UAT) of new modules and enhancements in the NRMP technical systems and public website to ensure accuracy and compatibility with existing policies and Match operations.
• Independently coordinate the complete lifecycle of multiple Specialties Matching Service Fellowship Matches as assigned, to include: Collaborate with Match operations management and communications staff on preparation and coordination of all materials associated with a Fellowship Match.
• Communicate with sponsoring medical specialty society(s) to ensure the annual SMS Program Director Group Participation Agreement is received and executed in a timely manner.
• Prepare and set up scheduled Match events and communications as required for each Match in the R3 system.
• Coordinate with other staff to perform participant file verification.
• Maintain the integrity of all participant and match-related data to ensure accuracy. Prepare reports on the status of assigned specialty Matches, work activities, and other special reports as requested.
• Participate in orienting and training new staff; prepare training outlines and serve as a resource to fellow client support specialists regarding the quality of inquiries, responses, and other tasks as requested.
• Assist with developing and maintaining process documents for the Match operations function as requested.
• Assist with user webinars and the development and review of support guides and other user support materials.

Client Support Specialist

Public Relations

• Serve as a strategic thought partner to senior leadership—particularly the President and CEO—by synthesizing various environmental insights into concise briefings and summaries.
• Inform senior leadership’s enterprise risk management efforts by analyzing how NRMP and related issues are discussed or framed externally and what reputational benefits or threats they could pose.
• Recommend and develop proactive communication strategies and plans, messaging approaches, or engagement opportunities based on observed trends in media coverage, policy discourse, and stakeholder sentiment.
• Support the development of response strategies to both positive and negative media coverage, including amplification of constructive coverage and thoughtful approaches to criticism or mischaracterization.
• Monitor media (print and online), trade publications, policy outlets, and social media platforms for mentions of NRMP, the Match, and related issues to identify trends, emerging issues, and high-profile narratives.
• Analyze tone, sentiment, and reach related to NRMP; prepare periodic summaries or alerts for senior leadership and recommend where broad engagement may be appropriate.
• Identify relevant threads/themes and facilitate online conversations and responses to social media postings, stakeholder questions, etc. in a way that is correct, concise, and reinforces NRMP brand identity.

Senior Public Relations Specialist

DevOps Engineer

• Define, implement, and evolve DevOps practices, platforms, and processes
• Govern release management and release readiness processes
• Coordinate cross-functional release activities
• Oversee triage and coordination of production incidents
• Establish and monitor delivery, stability, and reliability metrics
• Provide technical oversight of DevOps platforms, pipelines, and tooling
• Lead through influence to drive adoption of DevOps standards
• Manage vendor relationships in accordance with MSAs and SOWs

Manager, DevOps

Compliance

• Supports the Director of Policy and Compliance and the Senior Compliance Analysts in the effective oversight of case management activities
• Manage and prioritize caseload, ensuring adherence with NRMP policy timelines
• Correspond with all parties and collect documentation for files; identify/analyze gaps and follow up accordingly with parties to solicit additional information
• Ensure documentation collected is complete, comprehensive, and sufficient for executive leadership deliberation
• Escalate cases, as needed, to Senior Compliance Analysts for review and/or additional processing prior to executive leadership deliberation
• Process violation investigations