Manager of Membership Development & Administration
The Association for Healthcare Philanthropy
April 3, 2018
low- to mid-$50s
Full Time - Experienced
4 Year Degree
The Manager, Membership Administration & Development works with the Director of Membership & Business Development to ensure process continuity and ongoing accuracy of membership dues for AHP, as well as the integrity of the customer database. The primary objective of this position is to manage membership dues billing, database entry, and database documentation and training, to include analysis of receivables trends and recommendations for process change. The secondary objective is to oversee prospecting work, to build out customer data in the system to increase membership revenue as well as non-dues revenues earned from non-member customers. This position also liaises with Finance as it relates to month-end close processing and membership dues billing. Strong knowledge of iMIS is required.
Represents the association at various conferences and events and assists in creating detailed plans of action focused on engagement, recruitment and retention.
Responds to member inquiries with urgency and performs active follow up to ensure membership satisfaction.
Serves as primary contact for day-to-day operations of AHP membership dues billing and collections functions, to include: monthly pre-verification process for upcoming invoice groups; planning and execution of production/process for dues billing for all dues categories.
Serves as departmental liaison with Finance department for month-end close, reconciliation between accounting software and membership database, and membership invoice generation. Prepares monthly deactivation reports for membership cancellations or dues billing amount changes and updates member records accordingly.
Oversees daily database operations to ensure the integrity of membership data and member statistics, and ensures best practices are used consistently. Serves as lead on Member Data management, specifically: enters new AHP members into iMIS, verifies dues level, status, etc.; facilitates web-based enrollment and renewals for members and updates information on web page as necessary; ensures membership information system is accurate and meets the needs of the department and other users. Tracks contact with members in iMIS to ensure that all profiles are comprehensive and current.
Working with Human Resources, oversees the adequate and timely database training for new personnel as well as billing cross-training.
Responsible for monthly reporting processes such as: membership report, exit survey results, and mailing list fulfillment to industry partners. Designs benchmarking reports that can be used to analyze receivables trends, and recommends process changes, etc., to maximize collections.
Responsible for daily new member validation process to include managing checklist for onboarding, data buildout of company individuals, appropriate demographics, and new member welcome messages.
Assists the Membership & Partnership department in achieving the membership goals (recruitment, retention, and engagement).
Assists in budget planning and revenue tracking for Director, Membership & Business Development.
Serves as liaison with outside consultants responsible for dues collection.
Seeks efficiencies in billing and member communications regarding renewals.
Maintains dues billing process documentation for business continuity purposes.
Assists in database troubleshooting and solutions development as problems arise.
Administrative duties include: mailing of all monthly invoices, member renewal calls, phone coverage as needed, various administrative duties as assigned.
Works on special projects and other duties as required helping to promote department’s and Association’s success
Remains current with latest communication, content, membership and partnerships concepts as appropriate
Administrative support for membership volunteers as needed
Bachelor’s degree in Business, Marketing or a related discipline
3-5 years of experience; or an equivalent combination of training and experience related to the duties of the position
Previous association membership experience
Expertise in all major business software applications (Microsoft Office Suite etc.)
Strong experience in utilizing IMIS platform
Ability to handle multiple tasks, projects and priorities effectively and professionally with exceptional attention to detail
Significant interpersonal relationship building experience
Proven communication, administrative and membership building expertise derived from work with successful organizations
Analytical skills and ability to document complicated processes
Significant communication skills in written and verbal formats; showcases clear and concise manner
Demonstrates personable and diplomatic member-centric skills with a strong focus on customer service
Project management skills to manage schedules and deadlines for ongoing initiatives
Ability to work as part of a team and to work independently; a self-initiator, versatile and assumes risk with responsibility
Essential Competencies & Behaviors:
Demonstrative abilities in collaborative team building and consensus
Ability to maintain good rapport with all departments
Possesses and displays a positive team player attitude
High ethical standards and demonstrates a professional image at all times
Ability to cope within a fast-paced work environment
Ability to manage multiple projects with minimal supervision
Ability to understand the importance of the position for the success of the business
Great enthusiasm for customer service
Demonstrates a willingness to embrace change and adapt strategies as needed
Strong desire to continue to learn and seek out new and exciting content
Additional Salary Information: AHP offers a very competitive employee benefits package