Senior Membership Relations Associate(Program Manger I)-CAPC

About the role

The Senior Member Relations Associate plays an important role in CAPC’s member retention strategy. This person is responsible for managing a portfolio of health care organizations—including hospitals, safety-net providers, and specialty care centers—to ensure engagement and maximize renewal. The Senior Associate conducts strategy calls with members at various points in their membership term, helping them maximize CAPC resources to improve care quality for people with serious illness. They also connect with member organizations during renewal to answer payment questions and strategize for the coming year, and host a monthly member relations engagement webinar for all members.

In addition to direct member engagement, the Senior Associate maintains accurate member contact information in Salesforce to ensure delivery of important correspondence. These activities support CAPC’s ability to retain member revenue and sustain support for palliative care programs. This position reports directly to the Senior Manager of Member Relations.

About The Center To Advance Palliative Care (CAPC)

The Center to Advance Palliative Care (CAPC) is a national organization dedicated to improving quality of life, advancing health equity, and strengthening care delivery for people living with serious illness and their caregivers. CAPC provides health care professionals and organizations with tools, training, and insights to improve care. Funded through organizational membership and philanthropic support, CAPC is part of the Icahn School of Medicine at Mount Sinai in New York City.

Responsibilities

• Maintain supportive relationships with assigned member organizations via regular outreach and engagement.
• Promptly respond to member inquiries about CAPC resources, user access, engagement, renewal, and membership-related questions.
• Proactively maintain accurate member information in Salesforce (e.g., addresses, email domains, membership roles).
• Conduct personalized strategy calls and online tours of CAPC member resources, technical assistance tools, and training content.
• Develop and maintain a strong working knowledge of all CAPC offerings, including clinical training courses, to guide members to relevant information.
• Identify and proactively engage members at risk of not renewing; collaborate with the Finance team to resolve payment issues.
• Host regularly scheduled member relations virtual events to demonstrate how members can best leverage CAPC resources.
• Collect and synthesize member feedback to inform future product development and messaging.
• Assist members with user account management, particularly during organizational mergers, and engage CAPC’s IT support team as needed.
• Provide reports to member organization leaders and instruct them on accessing reports via capc.org.
• Provide staffing coverage for other team members as needed (e.g., PTO).
• Occasionally represent CAPC at industry events.
• Perform other duties as assigned.

Qualifications

• Minimum bachelor’s degree or equivalent combination of experience and education.
• 3+ years of experience (5+ preferred) managing and administering program activities; healthcare and/or association membership background preferred.
• Knowledge of the health care field, particularly serious illness and palliative care, strongly preferred.
• Ability to communicate effectively in a team-oriented environment with strong critical thinking, verbal, and interpersonal skills.
• Experience engaging with diverse audiences (e.g., physicians, nurses, social workers, leaders, front-line workers) during webinars and meetings.
• Strong proficiency with webinar and virtual meeting platforms (e.g., Zoom).
• Demonstrated ability to manage multiple projects in parallel.
• Thrives in a dynamic, fast-paced entrepreneurial environment.
• Experience with CRMs required; Salesforce knowledge a plus.
• Excellent writing and communication skills.
• Proficient with Microsoft Office suite (Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint, Teams).
• Ability and willingness to learn new technologies, tools, and processes; experience with project management tools (e.g., Basecamp) a plus.
• Willingness to perform a broad range of activities, from administrative tasks to strategy discussions with health care leaders.

Pay

The salary range for this role is $64,526.72 – $105,000 annually. Actual salaries depend on experience, education, and operational need. The range does not include bonuses, incentive pay, or other forms of compensation or benefits.