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 to ensure engagement and maximize renewal. This may include hospitals, safety net providers, and specialty care centers.

Responsibilities

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

Qualifications

• Minimum bachelor’s degree or greater preferred, or combination of applicable experience or education.
• 3+ years’ experience (5 preferred), managing and administrating program activities for assigned area.
• (Healthcare and/or Association Membership background preferred)
• Knowledge of the health care field, in particular serious illness and palliative care, strongly preferred.
• Ability to effectively communicate in a team-oriented environment.
• Strong critical thinking, verbal, and interpersonal skills.
• Ability to engage with diverse audiences (e.g., physicians, nurses, social workers, leaders, front-line workers, etc.) during hosted webinars and personalized meetings.
• Strong proficiency with webinar and virtual meeting platforms (i.e., Zoom).
• Demonstrated ability to manage multiple projects in parallel.
• Traits of a Thrives in a dynamic and fast-paced entrepreneurial environment.
• Experience working with CRMs required; knowledge of Salesforce a plus.
• Excellent writing and communication skills.
• Proficient with entire Microsoft Office suite, specifically Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint, and Teams.
• Ability and willingness to learn new technologies, tools, and processes.
• Experience working 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.