Non-Technical Support Specialist II

The Association of American Medical Colleges (AAMC) is a prominent not-for-profit organization dedicated to advancing medical education, research, and patient care through the support of its member institutions across the United States. With a mission centered on transforming healthcare, the AAMC serves as a critical resource and advocate for medical schools, teaching hospitals, and academic medical centers. The association strives to improve the health of all communities by championing innovation in medical education and research, facilitating collaboration among institutions, and providing authoritative data and tools that support informed decision-making within academic medicine.

AAMC is committed to fostering a supportive work environment for its employees, offering a comprehensive benefits package designed to promote overall well-being, professional growth, and a healthy work-life balance. Employees enjoy flexible hybrid work options, primarily remote, with the opportunity to work across various U.S. locations. The benefits include extensive health and wellness programs encompassing medical, dental, and vision coverage, fitness reimbursements, generous paid time off, holidays, parental leave, and robust retirement plans complete with financial planning resources. Additionally, family and care support services provide backup care for children, elders, and pets, alongside specialized resources for families with unique needs. Employees also benefit from tuition reimbursement and ongoing professional development opportunities, aligning with AAMC's commitment to meaningful work and continuous learning.

The Medical School Relations (MSR) Customer Support Specialist II plays a vital role within the AAMC by providing expert customer service and support to member medical school institutions. This full-time position is primarily remote within the Washington DC/Baltimore metro area and offers a competitive salary range of $65,280 to $76,800, dependent on experience and internal equity considerations. The Specialist serves as the first line of direct communication between the AAMC and medical school admissions offices, working diligently to resolve user inquiries, guide schools through complex policies, and facilitate effective use of AMCAS (American Medical College Application Service) data and tools.

Key responsibilities of this role include onboarding new medical schools and their users by conducting comprehensive training sessions and product demonstrations, explaining cyclical event timelines, and assisting with participation agreement negotiations. The Specialist cultivates and maintains strong collaborative relationships with member institutions, providing tailored support that enhances member satisfaction, engagement, and retention. By proactively reaching out to schools, the Specialist ensures that admissions offices are equipped to leverage AMCAS data effectively, including interpreting reports and case studies to inform admissions decisions.

In addition to customer support, the MSR Customer Support Specialist II contributes valuable insights to product development by relaying frontline feedback and participating in user acceptance testing for new AMCAS features and services. The role also involves coordinating cyclical tasks such as verifying program cycle information and admissions actions to uphold compliance with application and acceptance protocols.

The ideal candidate will have a bachelor’s degree or equivalent experience, 3 to 5 years of related work experience, and preferably 3 to 4 years of customer service or call center experience. Strong communication skills, attention to detail, and the ability to explain complex rules in an accessible manner are critical. The candidate must reside within a 50-mile radius of Washington, DC to be eligible for this remote role.

This position offers a unique opportunity to be part of an organization that significantly impacts the future of medical education and healthcare in the United States. The Specialist’s work not only supports operational excellence and member satisfaction but also contributes to the AAMC’s broader mission of advancing academic medicine and improving community health outcomes.