We continue to invest in systems and tools that enable greater test taker self-service, including registration and scheduling. Exams now can be scheduled and registered via Prometric’s platform, ProScheduler™, which allows test takers access to real-time, 24/7 exam scheduling on both desktop and mobile devices. Providing visibility to all available testing appointments across the Prometric test center network and enabling filtering based on region and preferred date range, ProScheduler empowers test takers to easily schedule single or multi-day appointments all at once. A sample of what can be viewed appears below.

The transition to ProScheduler was seamless on June 1, 2021—meaning test takers did not have to migrate somewhere new to schedule their exams, and now receive a better end-user experience. The system includes queuing that is designed to overcome bursts of high scheduling volumes by regulating the flow of traffic into Prometric's scheduling system. When ​the number of candidates going ​into the scheduling system exceeds the threshold, their ​exact place in line will appear and students are advised to not leave the screen as the flow move​s very quickly. On average, a queue can process 100 candidates within just a few minutes. Queues typically occur a few times each week during Prometric peak hours. 

Additionally, we recently launched an interactive, searchable FAQ page to provide immediate access to test takers looking for answers to the most common questions about the testing process with Prometric (including registration, scheduling, etc.). We will be looking to launch a chat feature in the near future to better assist test takers directly.

ACTION: The interactive FAQ page can be found here: http://candidatehelp.prometric.com

Test takers looking to schedule an initial appointment are encouraged to book their appointment as far in advance as possible (the earlier booked, the more choices test takers should have, especially when needs require an all-day testing slot). 

Typically, Prometric test center schedules open six (6) months in advance to support early scheduling. Test takers may find that this enables them to coordinate their testing date around detailed preparations and study plans. 

ACTION: To book an initial appointment after registering, USMLE test takers are encouraged to visit www.prometric.com/USMLE and use the left-side navigation bar to choose their exam or call 1-800-MED-EXAM (1-800-633-3926). For NBME Subject exams, test takers should visit: https://www.prometric.com/test-takers/search/mss

Prometric reviews available test center capacity dynamically and adds hours and days of operation to create new appointment options, where possible. This process updates as new and rescheduled testing appointments consume available seats, while incremental hours of operation and vacated appointments create new opportunities for scheduling. We continue to utilize data-driven capacity planning to ensure test takers can find seats. 

ACTION: Here are the steps test takers can take when seeking an appointment:

1. If a test taker is looking to schedule a new appointment OR change the scheduled date and/or location are not desirable or feasible, we encourage test takers to use our on-line resources to look for more convenient and desirable appointment offerings: https://www.prometric.com/test-takers/search/usmle. This system provides the same testing appointment options available through our customer contact center.
2. If a test taker cannot locate a suitable appointment offering the first time, it may be beneficial to check back periodically as seats may become available. 

If the test taker has tried these two steps and still needs help scheduling an appointment, test takers may request assistance in scheduling their testing appointment by contacting a customer service representative. Contact center phone numbers for each region can be located here: https://www.prometric.com/test-takers/search/usmle.

Prometric takes every reasonable measure to preserve testing appointments and to ensure that the testing location is prepared to support each scheduled individual.  Unfortunately, at times it is necessary to cancel existing appointments and to schedule testing for an alternate date and/or location.

Occupancy Cancellations

One of the primary reasons for appointment cancellation during the pandemic is the limitation on occupancy at the testing center. Prometric opens seats for new appointments based on current local regulations and guidance. When more restrictive measures are implemented or remain in place for a longer than anticipated duration, Prometric has to remove existing appointments to remain in compliance with these ordinances.

Following our preference to retain appointments for as long as possible to allow for the possibility of relaxed or removed restrictions, Prometric will take the following measures when enacting occupancy cancellations, in order:

• Identify impacted appointments two (2) weeks prior to the examination date and cancels the appointment in our scheduling systems, which may take up to five (5) business days to complete.
• Notify those individuals of the cancellation.

Please note:  Unfortunately, there may be instances where some test takers scheduled for an exam on the same day will be cancelled, while others will be able to test. For occupancy cancellations, the testing locations are still operational and randomly selected test takers will be able to complete their testing appointments as originally scheduled.  Students who have NOT received notice of appointment cancellation should plan to sit for the examination as scheduled.

Unanticipated Cancellations

Aside from occupancy cancellations, some testing appointments unfortunately must be cancelled with little to no advance notice to test takers:

• These include events such as inclement weather, lost power, civil unrest, unplanned staffing absences, or site technical issues. In these circumstances, Prometric will do our best to reach out to test takers in advance; however, due to the nature of the issue, advance notice may be limited. 

Prometric takes the following measures when enacting unanticipated cancellations, in order:

• Provides each impacted test taker with an emailed pre-notification of the need to cancel the appointment.
• Cancels the appointment in our scheduling systems, which may take up to five (5) business days to complete.
• Notifies those individuals of the cancellation.

LIMITS ON INFORMATION RELEASED:  We cannot directly provide student information to medical schools due to privacy laws as well as our not having detailed information on student / institution relationships. Prometric provides NBME and USMLE with information on test takers that have had appointments involuntarily rescheduled.

Test takers seeking accommodations for their examination first need to submit a request:

• Subject Exams – test takers contact and coordinate needs with their medical school
• USMLE – examinees will follow the process described on USMLE.org

If accommodations are approved, NBME will communicate that status to the examinee in writing, as well as to Prometric's Testing Accommodations (TA) team.

ACTION: Once the test taker has received their accommodations permit, the test taker may then call Prometric toll-free at 1-800-967-1139 for personalized assistance in scheduling an appointment. This telephone line is available M-F 8AM-6PM EDT.

Prometric is committed to providing convenient testing appointments to test takers at each of our 400+ USMLE approved testing locations. We open schedules six (6) months or more in advance to provide test takers the option of scheduling examinations around very busy personal and professional schedules.

Once center schedules are open and have one or more testing appointments booked, we take every reasonable measure to preserve the ability of the individual to sit for the exam as scheduled. When circumstances require the temporary closure of a test center, we attempt to provide impacted individuals with as much advance notice as possible.

ACTION: One source for this information is our Site Updates page: https://www.prometric.com/closures.

We understand that many schools of medicine have developed positive working relationships with local Prometric testing center staff. While we recognize the value in this local conversation, it is important to note that test taker scheduling, cancellation, and rescheduling transactions are centralized, and therefore are best completed and communicated through our established processes. This ensures the most timely and accurate information is provided to all stakeholders, and it enables our local staff to focus on their primary responsibility – the successful, secure, and professional administration of testing services to everyone who appears at the testing center.

We have been able to resume operations in the vast majority of our testing network. Currently, 99% of the 400 testing locations that deliver USMLE exams are able to offer appointments to students, and the network overall is operating at 88% of our maximum operational occupancy.

We realize there are still test takers being impacted, largely due to COVID-19 restrictions; and the difference in these two statistics reflects the reality that local jurisdictions adopt and enforce varying public health policies and regulations that impact the number of individuals who can be present in our testing locations at any given time. This is a dynamic process, with changes occurring weekly, and we continue to remain diligent in preserving as many appointments as we can and will continue to do so.

Assuming communities experience declining COVID-19 infection rates, we expect our occupancy rates to increase. Ongoing public health restrictions could negatively impact seat capacity and operations at our testing centers located in areas with sustained or increasing COVID infection rates.

Prometric provides several on-line resources for medical educators and test takers to stay informed with our response to the pandemic and the current status of our testing operations:

• COVID-19 Updates | Prometric – This page provides general information regarding our global test center operations, information specific to select regions of the world, and links to such public health organizations such as the US CDC and the WHO.
• Test Center Policies | Prometric – This page provides information on what students should expect at each stage of the visit to the Prometric testing location – at arrival and check-in; during the test administration; and, at the conclusion of the appointment.
• Site Status | Prometric – This page provides information for each testing location, including whether the test center can support all testing programs and at what level of occupancy we are able to operate at based on local regulations and restrictions.
• Prometric Test Center Closures | Prometric – Centers that will be closed temporarily – for any duration and for any reason – will be listed on this site.  Students may scroll through this list to determine if their preferred testing location is open to support exam delivery on the dates of interest.
• COVID-19 Frequently Asked Questions | Prometric – We provide answers to many of the questions that test takers may have about their upcoming testing experience at a Prometric testing center or what to expect in the event that an appointment has to be cancelled and rescheduled.
• What To Expect | Prometric – Prometric has provided a video of the user experience when visiting the testing center.  The video includes all of the procedures and process steps put in place during the pandemic in order to maintain student health and welfare.

Communications to Post on Your Website - “Prometric.com Resource Center”

ACTION: We recommend you copy and paste this information onto your school’s website, where appropriate, for test takers who are looking for Prometric resources during COVID-19.

For more information about taking your upcoming United States Medical Licensing Examination^® (USMLE^®) or NBME^® examinations, make sure to check out the following resources on Prometric.com regarding scheduling, site status, modified test center procedures, safety measures, FAQs, and examinee support.

 

• COVID-19 Test-Taker FAQ: provides answers to frequently asked questions you might have about impacts to your exam.
• COVID-19 Updates: provides the most current information on Prometric's operation status and safety measures.
• Site Updates List: captures any changes in program availability or occupancy restrictions at each test center, as well as reflects temporary closures due to inclement weather or other unforeseen circumstances.
• Test Center Policies: provides a detailed look at our standard and social distancing policies and test center procedure modifications that you are expected to follow while at the test center.
• Travel Notice Advisory: provides Prometric’s policy for test takers traveling to take their USMLE exam.
• USMLE Exam Scheduling & Candidate Support: provides links for you to schedule your exam, the process for cancellations in the event of government regulations due to COVID-19 (including notice about waiting to schedule a new appointment until the prior appointment is out of the system), and test taker support contact numbers and hours of operation by region.
• What to Expect Video: provides an in-depth look at Prometric’s enhanced safety protocols and what you can expect when you come to a Prometric test center during COVID-19, from check-in all the way through exam completion.

Templates for Medical School Communications

We are providing the following templates for medical institutions to consider using with your test takers.

Social Media Templates:

• General Scheduling Template: Scheduling for the USMLE Summer admins is now open! To schedule your exam today or for more information, please visit https://www.prometric.com/test-takers/search/usmle.

• Seat Capacity Template: Progress update for USMLE examinees still looking to schedule their exam- Prometric continues to expand seats in many locations for test registration: https://www.prometric.com/test-takers/search/usmle. Make sure to check back frequently, as more exam appointments open up.

• Safety Template: Prometric continues to modify and enhance its in-center procedures to ensure a safe testing experience for test takers. If you have an upcoming [insert assessment name] exam, make sure to review their updated test center policies: https://www.prometric.com/covid-19-update/test-center-policies.

 

Email Template:

Subject Line: Schedule Your [insert assessment name] Exam Today!

Dear Medical Student,

Scheduling for the [insert exam name] Summer admins is now open! To schedule your exam today or for more information, please visit https://www.prometric.com/test-takers/search/usmle. If you haven’t registered for your exam yet, please visit https://www.usmle.org/apply/index.html or https://www.prometric.com/test-takers/search/mss.  

To learn more about what safety measures Prometric is taking at their test locations, what to expect on test day, or how to find support, we recommend using the following Prometric.com resources.

• COVID-19 Test-Taker FAQ: provides answers to frequently asked questions you might have about impacts to your exam.
• COVID-19 Updates: provides the most current information on Prometric's operation status and safety measures.
• Site Updates List: captures any changes in program availability or occupancy restrictions at each test center, as well as reflects temporary closures due to inclement weather or other unforeseen circumstances.
• Test Center Policies: provides a detailed look at our standard and social distancing policies and test center procedure modifications that you are expected to follow while at the test center.
• Travel Notice Advisory: provides Prometric’s policy for test takers traveling to take their USMLE exam.
• USMLE Exam Scheduling & Candidate Support: provides links for you to schedule your exam, the process for cancellations in the event of government regulations due to COVID-19 (including notice about waiting to schedule a new appointment until the prior appointment is out of the system), and test taker support contact numbers and hours of operation by region.
• What to Expect Video: provides an in-depth look at Prometric’s enhanced safety protocols and what you can expect when you come to a Prometric test center during COVID-19, from check-in all the way through exam completion.

We wish you the best of luck in studying and taking your exam!

USMLE Phone Support from Prometric Template:

For Prometric assistance regarding your USMLE exam, please visit https://www.prometric.com/test-takers/search/usmle and scroll down to the “Contacts By Location” section on the page