Coordinator, Member Resource Center

American Osteopathic Association•Chicago, IL

1d•$25 - $25•Hybrid

About The Position

The Coordinator serves as a key frontline representative within the AOAs Member Services Department, responsible for supporting both general member inquiries and Continuing Medical Education (CME)-related services. This role provides exceptional customer service across all externally facing member/customer touchpointsincluding phone, email, and weband ensures accurate data entry and integrity for member accounts and physician profiles. The position requires a customer-first attitude, adaptability, technical proficiency, and the ability to navigate complex databases while meeting department performance goals.

Requirements

High school diploma or GED required. Bachelors degree preferred.
13 years in customer service, administrative support, or operational rolepreferably in a healthcare or association setting. Call center or high-volume support experience is a plus
Strong commitment to customer satisfaction with a positive and professional demeanor.
Excellent verbal and written communication skills.
Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.
Sound judgment and problem-solving skills.
Strong organizational and time management capabilities.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Familiarity with association management software and Salesforce CRM is highly desirable.
Ability to work independently and collaboratively as part of a team

Responsibilities

Serve as the initial point of contact for all member and CME-related inquiries via phone, email, web form, and other platforms.
Provide support for physician profile and CME data requests, including credentialing information and CME credit reporting.
Handle financial transactions, including membership dues payments, credits, corrections, and follow-up on outstanding invoices.
Record and document all customer interactions, issue details, and resolutions in the CRM system.
Ensure high data integrity in member records, CME records, and other AOA databases.
Perform member outreach for retention, recruitment, and outstanding CME or membership issues.
Utilize AOAs suite of applications, including Fonteva CRM (Salesforce), Learning Management Systems (LMS), Outlook, and Call Center tools.
Upsell and cross-sell AOA products and services relevant to customer needs.
Monitor and contribute to updates of standard operating procedures for CME and member support workflows.
Identify trends in customer feedback and recommend process improvements.
Stay current on all AOA membership, CME policies, programs, and service offerings.
Collaborate with internal departments to ensure accurate member and CME support.
Assist with projects and department-wide initiatives as assigned.
Resolve escalated or complex issues in coordination with management.
Learn and implement new system features or procedures as introduced.