Member Services Coordinator

American College of Radiology•Reston, VA

8d•$30 - $39•Remote

About The Position

American College of Radiology (ACR) is a progressive membership organization representing nearly 40,000 medical specialists in radiological care. As a member of our team, you will join a world leader in patient-centered care advocacy, policy and clinical research, quality and safety. Our culture encourages innovation, diversity, integrity and leadership. A nonprofit 501(c)(3), ACR (the American College of Radiology) has over 500 purpose-driven employees in the Greater Washington, DC and Philadelphia region. If you share our core values of: Integrity, Visionary, Excellence, Leadership, Transparency, Member-Driven, we need you on our team! The successful candidate will lead the Group Account Billing function and assist in evolving the program, with a strong focus on expanding its value proposition, increasing adoption, and improving operational efficiency. This role is responsible for not only managing day-to-day billing activities, but also identifying opportunities to enhance the program’s impact, scalability, and overall customer value. Key responsibilities include overseeing group account billing operations such as maintaining facility rosters, managing annual invoicing, processing and tracking payments, and monitoring participation trends. The role will take a proactive approach to analyzing data, identifying growth opportunities, and implementing process improvements that strengthen the program and deliver measurable business value. In addition, this role will support member interactions and operational workflows by assisting with customer inquiries, processing payments, and maintaining data integrity. The candidate will collaborate cross-functionally with Member Services, IT, and other stakeholders to improve systems, streamline processes, and ensure a seamless experience for group accounts and individual members.

Requirements

12 years of related experience
Particularly in billing operations in a member-facing environment
Skilled in data analysis (interpreting trends and identifying opportunities for improvement)
Excellent, professional communication skills (verbal and written) required
Ability to handle member inquiries and ensure a positive experience
Technical proficiency: Billing systems, CRM tools, MS Office
Ability to work under multiple deadlines, and prioritize work appropriately
Excellent time management skills, a knack for detail, and organized

Nice To Haves

Experience with Salesforce/Nimble and/or Freshdesk a plus

Responsibilities

Leading the function and growing the Group Account Billing program, focusing on expanding its value proposition, increasing adoption among radiology practices, and improving operational effectiveness
Responsible for all aspects of group billing operations, including maintaining facility rosters, coordinating annual invoicing, processing and tracking payments, and monitoring participation trends
Identify and implement opportunities to enhance and scale the program, including process redesign, automation, and improved reporting/insights
Analyze group account data to uncover trends, possible gaps, and opportunities for increased engagement and revenue growth
Partner with cross-functional teams (IT, Member Services, Marketing, etc.) to improve system integrations (e.g., Salesforce/Nimble) and optimize the end-to-end group billing experience
Provide continuous, targeted customer support related to billing, account management, and product usage, ensuring a high-quality experience for group accounts
Respond to customer inquiries through phone and Freshdesk in alignment with team standards
Process member payments and support payment-related activities with accuracy and timeliness
Assist with the processing of membership applications, including time-sensitive Members-in-Training (MIT) submissions, and collaborate on workflow improvements
Maintain, audit, and cleanse customer and membership data to ensure accuracy, consistency, and integrity across systems