Specialist, Member Experience

American Hospital Association•Chicago, IL

46d•$59,000 - $89,000•Hybrid

About The Position

The American Hospital Association (AHA) is a national organization that represents and serves all types of hospitals, health care networks, and their patients and communities. The AHA has two main offices, located in Washington, D.C., and Chicago. The AHA offers a flexible hybrid work schedule of three days in the office and two days working remotely. We are currently seeking a Member Experience Specialist to join our Chicago team. Essential Functions Serve as the primary point of contact for assigned Member Engagement Teams (METs), coordinating team meetings, preparing materials, and maintaining ongoing documentation of engagement goals and account plans. Develop and deliver analytics reports for each assigned MET account, segment, and system planning meeting, highlighting key themes, trends, and actionable opportunities. Monitor and manage status to completion for engagement goals for all members within assigned METs under the guidance of MET leadership. Facilitate updates from cross-functional colleagues and ensure goal documentation is accurate and up to date. Support member group nomination processes for MET leaders by assisting with the identification and recommendation of candidates for AHA member-led groups, aligning with defined membership criteria and engagement priorities. Coordinate logistics for virtual and on-site meetings of assigned regional policy boards and other member-led groups. Responsibilities include operating virtual platforms, capturing meeting notes, creating meeting summaries, and liaising with external venue partners prior to and when on-site for in-person events. Support Executive Briefing Book submissions, providing project support for the collection of information for the Executive Briefing Books for the regional executive or MET leader to synthesize and providing data entry support for regional executives and other stakeholders within assigned METs. Support regional member email communications and regional convening registrations, coordinating list management and email deployment for regional communications and registration process and list management for regional convenings. Maintain proficiency in data analytics tools and platforms, including Salesforce, NetForum, AI applications, Marketo (or similar email platforms), and Cvent (or similar registration systems). Contribute to continuous improvement in data governance and quality across the association. Actively participate in cross-functional initiatives, contributing to the enhancement of member engagement processes, protocols, and interdepartmental collaboration. Champion the adoption of standard operating procedures (SOPs) and best practices within and across member engagement teams. Perform other duties as assigned.

Requirements

Bachelor's Degree Business/Management, Health Administration, Communications, Data Analytics, Project Management or related field Required
3+ years Experience providing support for projects and data-analytics needs for a cross-functional team, customer/member engagement, meeting planning and logistics, and data visualization and reporting Required
Understanding of membership and customer engagement analytics, with a proven ability to develop and deliver information that supports decision-making - Required
Some experience with data computation and analysis, data visualization, and business writing, - Required
Basic project management skills, including knowledge of best practices in planning, execution, and evaluation of projects - Required
Knowledge of customer service standards, both internal and external, with a commitment to delivering high-quality experiences - Required
Exceptional attention to detail, even under tight deadlines and high-pressure environments - Required
Experience in data entry and documentation, including tracking project milestones, progress, and outcomes with accuracy and consistency - Required
Commitment to operational excellence, with a track record of following standard operating procedures (SOPs) and promoting best practices across teams - Required
Ability to identify and implement process improvements, enhancing efficiency and effectiveness - Required
Strong collaboration and communication skills, with the ability to work effectively across cross-functional teams and organizational levels, and proactively seek out necessary information - Required
Intermediate proficiency in Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint, as well as Adobe Acrobat, SharePoint, Microsoft Teams, and Zoom - Required
Hands-on experience with project management tools, such as Smartsheet, Asana, Trello, or Microsoft Project - Required
Familiarity with customer relationship or association management systems, such as Salesforce or NetForum - Required
Experience with email deployment and event registration platforms, such as Marketo and Cvent - Required
Eagerness to learn and adopt emerging technologies, including artificial intelligence and automation tools - Required

Nice To Haves

Experience within an association Preferred
Health care industry experience, including working with or in hospitals/health systems Preferred
Experience with business intelligence and data analytics platforms, such as Tableau, Power BI, or Looker - Preferred

Responsibilities

Serve as the primary point of contact for assigned Member Engagement Teams (METs), coordinating team meetings, preparing materials, and maintaining ongoing documentation of engagement goals and account plans.
Develop and deliver analytics reports for each assigned MET account, segment, and system planning meeting, highlighting key themes, trends, and actionable opportunities.
Monitor and manage status to completion for engagement goals for all members within assigned METs under the guidance of MET leadership.
Facilitate updates from cross-functional colleagues and ensure goal documentation is accurate and up to date.
Support member group nomination processes for MET leaders by assisting with the identification and recommendation of candidates for AHA member-led groups, aligning with defined membership criteria and engagement priorities.
Coordinate logistics for virtual and on-site meetings of assigned regional policy boards and other member-led groups. Responsibilities include operating virtual platforms, capturing meeting notes, creating meeting summaries, and liaising with external venue partners prior to and when on-site for in-person events.
Support Executive Briefing Book submissions, providing project support for the collection of information for the Executive Briefing Books for the regional executive or MET leader to synthesize and providing data entry support for regional executives and other stakeholders within assigned METs.
Support regional member email communications and regional convening registrations, coordinating list management and email deployment for regional communications and registration process and list management for regional convenings.
Maintain proficiency in data analytics tools and platforms, including Salesforce, NetForum, AI applications, Marketo (or similar email platforms), and Cvent (or similar registration systems).
Contribute to continuous improvement in data governance and quality across the association.
Actively participate in cross-functional initiatives, contributing to the enhancement of member engagement processes, protocols, and interdepartmental collaboration.
Champion the adoption of standard operating procedures (SOPs) and best practices within and across member engagement teams.
Perform other duties as assigned.