Membership, Project Management/Program Development
4 Year Degree
The Member Relationship Associate is a highly visible member of the CAPC team. She/he is responsible for helping to ensure that CAPC members understand the value proposition of CAPC membership, the products and services they have access to and how best to organize and use CAPC resources within their organizations. The incumbent must address the needs of CAPC’s various member types through high-touch, personalized communications as well as automated messaging. Sample curriculum, tours of member resources, and utilization reports are just some of the ways in which the incumbent delivers personalized service.
The Member Relationship Associate will provide excellent customer service, proactively maintain member accounts, including user demographics and contact information, conduct trends analysis, and create reports that will enable the membership department to prioritize its high-touch and automated outreach campaigns. He/she will be involved in scheduling calls, webinars, and mass communications, and will support the Member Relationship Manager in the development of member-specific tools and information bundles.
The incumbent will address undeliverable e-mails and identify key contacts when members experience staff turnover. He/She will proactively maintain user rosters and update CAPC member records when necessary.
The incumbent will have experience managing client or member relationships and providing strong customer support. He/she will also have strong analytical and problem-solving skills and quickly acquire an in-depth understand of CAPC’s CRM and learning management system. Preference will be given to those with an understanding of the US health care system and health care dynamics.
Duties and Responsibilities:
Promote membership satisfaction and retention by developing relationships with CAPC champions within member organizations.
Identify CAPC resources and tools to aid members in achieving their objectives for palliative care services.
Work with member organizations to develop strategies for implementation of CAPC’s online clinical curriculum.
Support the Member Relationship Manager’s efforts to engage large members, including health systems and payers.
Identify current members who are in danger of not renewing and develop strategies to ensure their usage of benefits and subsequent renewal.
Schedule calls and webinars with members and key CAPC staff regarding benefits utilization and curriculum development.
Support membership sales through sales presentations and proactively identifying new prospect opportunities as well as ways to retain and upsell business.
Collect and synthesize user feedback to inform future product development and effective messaging.
Track and report on member utilization.
Provide excellent customer service to members when contacted about CAPC resources, utilization rates, changes to a user account, or technical problems.
Proactively maintain member accounts in Salesforce, including updating user rosters for each member organization and ensuring the accuracy of key contact information.
Analyze benefits utilization rates at 3 months, 6 months and toward the end of each membership cycle and work with the Member Relationship Manager to develop strategies to address those members with low utilization rates.
Represent CAPC at industry events through exhibiting and direct sales activities.
Serve as a backup for the Membership Hotline.
Supervisory Responsibility: None
Supervision Received: Daily, team-based interaction and guidance with supervisor.
1-3 years of professional experience (client-facing role preferred).
Ability to effectively communicate in a team-oriented environment and function as a liaison between departments.
Knowledge of the health care field strongly desired; clinical background preferred.
Demonstrated ability to manage multiple projects.
Exceptional interpersonal skills, including poise with executive audiences.
Thrives in a dynamic and fast-paced entrepreneurial environment.
Demonstrated experience working with large databases; Salesforce a plus.
Experience presenting to small and large audiences a plus.
Excellent writing and communication skills.
Excellent knowledge of entire Microsoft Office suite.
Ability to quickly learn new technologies, tools and processes.
Ability to travel occasionally.
Membership: This position requires frequent, substantive and sensitive contact with members and prospective members (and their records), to encourage membership, increase benefits usage, develop member needs analysis, and deal with customer service problems.
Office Personnel: Significant and sensitive contact with all department senior staff relevant to responsibilities for membership and aspects of new business. Must be sensitive to multiple priorities and timely completion of projects as scheduled.
Credible and broadly influential. You have a proven track record of building strong relationships and partnerships and getting results. You are known for your poise, leadership, and diplomacy and your ability to communicate and influence senior leaders.
Organizationally agile. You give respect and earn respect. You communicate and coordinate effectively at every level. You share information, work cooperatively, seek out relevant information, decide the appropriate steps and get the desired results. You effortlessly adjust your style and message to convey value to different markets.
Results driven. You see the big picture, monitor your key metrics, and take the action necessary to produce results. You understand that success in this role requires taking full strategic advantage of each meeting, event and phone call to foster rapport and deliver on our key priorities. You work confidently, and are seen as knowledgeable and trustworthy.
A strategic problem solver. You are a critical thinker. You are hands-on, ask questions and “come up to speed” quickly. You work with a sense of urgency and dive in without being asked. You enjoy defining new opportunities to pursue. You understand the issues and you are always willing to take on new challenges.
Attentive to detail. Your impeccable work style sets the standard. You have command of both the process and the details. You also remain flexible to take full advantage of opportunities as they arise.
Service oriented. You are known for how you ‘get things done’ while at the same time building support in a way that the community wants you to be successful.
An effective communicator. You are a superb writer, thinker, and listener. You easily shift gears and reprioritize as needed. You are able to deliver complex information and presentations to a variety of audiences in a credible and understandable way.
About Center to Advance Palliative Care
The Center to Advance Palliative Care (CAPC) is a national, non-profit organization that successfully uses business principles to promote social change in the health care field. It is particularly dedicated to increasing the availability of quality palliative care services in hospitals and other health care settings for people with life-threatening illnesses. CAPC provides health professionals with the tools, training and technical assistance necessary to start and sustain successful palliative care programs in hospitals and other health care settings.