ABR Customer Service Provides Targeted Solutions to Certification Questions
By Brent Wagner, MD, MBA, ABR Executive Director
2024;17(3):3
Nearly 2,000 radiologic professionals are initially certified by the ABR each year, and more than 34,000 currently certified individuals maintain their existing certificate through our Continuing Certification program. Although most interactions with the Board are easily accomplished online, variations in professional or personal circumstances may require more detailed personal communication. The ABR’s certification managers communicate directly with candidates and diplomates and attempt to find workable solutions to specific questions. These interactions may include emails, phone calls, or a combination of both. Incoming requests range from cancellation of an exam registration to clarification of an ABR policy or website post.
Our staff pride themselves not only on their willingness to listen but also their sincere attempts to provide a solution that is satisfactory to the candidate or diplomate. Unfortunately, sometimes our willingness to be flexible is constrained by the imperative to apply policies and requirements as consistently as possible. Consultation among certification managers is frequent and allows them to consider helpful responses to questions and problems raised by those in the certification process. Persistent concerns are elevated to more senior staff when needed, including the associate executive director for each discipline or the executive director.
In efforts to streamline processes and anticipate potential customer service needs of our candidates and diplomates, enhancements to myABR are being implemented this year in a stepwise fashion. One of the major goals of this initiative is to allow a customized interface, based on the user’s field of practice and their position in the certification timeline, that focuses on “what you need to know” (including upcoming tasks). When this implementation is completed, users will be directed, based on their login credentials, to content that is relevant to their specialty and certification level.
Enhancements to our background customer service software are also underway and will likely be completed before the end of the year. Although this infrastructure piece is not visible to candidates and diplomates, the upgrade and redesign will allow us to provide responses to incoming inquiries that are rapid, complete, and closely aligned with the request.
