Senior Membership Relations Associate-CAPC

Mount Sinai Health System•New York, NY

18h

About The Position

The Senior Membership Relations Associate-CAPC will maintain supportive relationships with assigned member organizations through regular outreach and engagement. This role involves responding to member inquiries, managing member information in Salesforce, conducting strategy calls and tours of CAPC resources, and identifying members at risk of not renewing. The associate will also host virtual events, collect member feedback, assist with user account management, provide reports, and offer coverage for team members. Occasional representation at industry events and other duties as assigned are also part of the role.

Requirements

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.
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.
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.

Nice To Haves

Knowledge of Salesforce a plus.
Experience working with project management tools (e.g., Basecamp) a plus.

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.
Conduct personalized 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.
Assist 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.
Other duties as assigned.