Essential Job Duties

Provides front line customer service for education related inquires:

• Responds to front line inquires around education and events, including CE certificates
• Manages education and events email inbox and provides timely customer service
• Partners with Membership Coordinator to provide an excellent member experience

Coordinates the ACNM continuing education (CE) process:

• Communicates with a customer service focus and in a timely manner to address CE questions and concerns
• Facilitates the CE application process for members and external parties assuring completeness of application materials
• Works with the volunteer committee to maintain a reviewer pool and assigns applications to reviewers.
• Accurately monitors and tracks the reviewing process to assure timely completion and proactively communicates with applicants related to application status.
• Maintains documents used for compliance according to established procedures and compliance checklists

Coordinates ACNM Survey approval process

• Answers questions, design & tabulate conference evaluation forms and facilitate the survey review process assuring completeness of review
• Creates invoices based on the survey characteristics and process payments
• Utilizes membership database to run reports, creates surveys for distribution to members, coordinates with communications team to send emails

Collaborate with Events and Online Education Specialist to support delivery of online learning programs including tasks such as:

• Pre-con logistics (badges, registration, materials, etc.)
• Provide technical support for virtual learning offerings
• Speaker selections, outreach and educational tracks
• Assist in managing staff participation in all program aspects
• Running attendance reports and ensuring CE certificates are sent out in a timely manner
• Editing webinars and facilitating transition of recordings to learning management system.

Other duties as assigned by Director, Midwifery Practice and Education.

Knowledge, Skills and Abilities

Education and Experience: 

• Bachelor’s degree or equivalent experience, including 4 or more years of relevant experience in education administration and project management, preferably in a health care related field.

Skills:                                            

• Strong project management skills.
• Excellent writing, communication and interpersonal skills
• Top notch customer service and phone etiquette, with ability to interact with individuals at all levels.
• Excellent analytical skills, ability to detect patterns to resolve problems, and write progress reports with supporting data.
• Detail oriented and able to manage multiple priorities.
• High proficiency with MS Office (Excel, Word, Outlook).
• Proficiency with email marketing platforms such as MailChimp.
• Knowledge of Association Management System such as Impexium, including query building or ability to quickly learn new software skills.
• Familiarity with Learning Management Systems
• Excellent data entry skills
• Excellent organizational skills

 Abilities:

• Ability to manage multiple assignments, take charge and move projects forward
• Ability to work well under pressure with a positive attitude, manage competing priorities and deadlines, manage processes, and enjoy a fast-paced environment
• Ability to communicate effectively (written and verbal) and interact with members with tact, diplomacy, and poise
• Ability to receive instruction from supervisor and prioritize responsibilities and time as required.
• Ability to work under supervision, follow and improve standard procedures and seek guidance when needed.
• Availability for overnight travel to attend meetings and provide on-site assistance; estimated at between 5-10%.

Organizational Norms/Core Values

• Respect – Works collaboratively to develop positive relationships and treats staff, volunteers, and stakeholders in a manner that promotes fairness, inclusivity, teamwork, and the accomplishment of ACNM’s strategic goals.

• Customer Service Focus – Proactive, professional, and responsive to meeting the service expectations of all customers; both internal and external to ACNM.

• Teamwork – Leverages knowledge across the organization and diversity to enhance the work of ACNM and works collaboratively to develop positive relationships with staff, volunteers, members, and other stakeholders to achieve the shared ACNM goals.

• Transparency – Engages in openness, communication and accountability of ACNM business processes and decisions.

• Accountability –Displays honesty and truthfulness, confronts problems quickly, and displays strong commitment to the success of the ACNM including a willingness to accept full responsibility in meeting ACNM’s core values and work performance expectations.

Work Environment

Physical Requirements:

The incumbent is able to sit for prolonged periods; communicate with individuals by telephone, e-mail and face-to-face; work at a computer for prolonged periods; travel on occasion.