Member Services Representative

    • Job Tracking ID: 624B
    • Job Location: Lenexa, KS
    • Job Level: Mid Career (2+ years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: January 20, 2022
    • Years of Experience: 5 - 7 Years
    • Starting Date: ASAP
    • Marketing Job Title: Member Services Representative
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Job Description:

This position is based in our Lenexa, KS office. Our employees work 3 days per week in the office and may work remotely the remaining 2 days (Hybrid).

DIVERSITY, EQUITY & INCLUSION

Children’s Hospital Association (CHA) is committed to advancing diversity, equity, and inclusion, working along four key fronts:

  • Within the CHA organization
  • Within the CHA children’s hospital membership
  • Within children’s hospitals and their communities via care delivery
  • Within the policymaking environment in Washington, DC

With children’s hospitals we strive to ensure organizational cultures where everyone feels valued and actively participates in the mission of our organizations. Racism stands firmly in the way of improving children’s health. We remain vigilant in our quest for a diverse and inclusive com­munity and in standing against racism and discrimination wherever it exists.

VACCINATIONS:

Children’s Hospital Association (CHA) is committed to the health and safety of our employees, vendors, and those we work with at and in support of our nation’s children’s hospitals. CHA requires all new hires, regardless of position or location, to be fully vaccinated. All new hires must have received two Pfizer or Moderna vaccinations or one Johnson & Johnson vaccination, in addition to completion of a two-week period after the final vaccination, prior to the first day of employment at CHA.

WHO WE ARE

CHA advances child health through innovation in the quality, cost, and delivery of care. Representing 220 members, CHA is the voice of our member hospitals nationally. These hospitals are essential providers, setting the standard for the highest quality pediatric care while training the next generation of pediatricians. With its members, CHA champions policies that enable pediatric hospitals to better serve children; leverages its position as the pediatric leader in data analytics to facilitate national collaborative and research efforts to improve performance; and spreads best practices to benefit the children of our nation. CHA has offices in Lenexa, KS, and Washington, DC.

VISA SPONSORSHIP

Visa sponsorship is not available for this position

JOB SUMMARY

Responsible for managing key member relations’ operational activities, including membership recruitment, retention, and engagement; application and annual dues processes; documentation and reporting of membership contacts, participation, and activities within the Customer Relationship Management system (CRM); and supporting and leading efforts for coordinated membership tracking and communication across Children’s Hospital Association (CHA). Work is completed across all aspects of the organization and membership, requiring excellent collaboration, communication, and customer services skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Membership Development

  • Assists with monitoring key metrics and developing and executing strategies for recruiting new members and retaining current members.
  • Manages new membership requests and application process, identifying and prioritizing organizations for outreach and assisting with questions and information gathering throughout the processes.
  • Ensures completion of annual membership participation and dues invoicing and collection processes.
  • Serves as contact point for requests regarding the organization, membership and available programs, products and services, triaging requests and ensuring follow up.
  • Manages the onboard and off board processes for members and associated contacts via webinars, conference calls and site visits, ensuring new members are aware of CHA benefits available to them.

Member Relations

  • Collaborates with key individuals across the organization, within the membership and among external stakeholders managing member relations activities.
  • Monitors and manages onboarding of new or unengaged executives, ensuring appropriate understanding of CHA, their organization’s involvement, and opportunities for participation.
  • Creates, develops, and monitors program, product and service reports, participation reports, key staff contact reports and other tracking mechanisms to support member relations strategy and provides timely, relevant information to staff interacting with members and to the members directly.
  • Suggests and implements processes to improve access to information, reports, member lists and database(s) to support member relations strategy.
  • Collaborates to automate reports within organization’s systems, such as CRM.
  • Develops a high level of understanding of all products and services to compare member hospital options and provides evaluation of enhanced engagement opportunities.
  • Serves in an account management role for a select portion of the membership, building relationships, understanding challenges and opportunities, and serving as point person.
  • Monitors CHA engagement, program engagement, opportunities, and communications.
  • Maintains routine contact with key hospital constituents to keep up to date on their strategies, challenges, needs, contacts, satisfaction, opportunities, etc.

Project Management

  • Manages projects to support member relations strategy as needed.
  • Assists with promoting value of dues dollar and CHA membership via special programs, projects, and materials.

Experience and Skills:

Education:

  • Bachelor’s degree; advanced degree preferred.

Experience and Special Skills:

  • Minimum of five years’ experience in managing membership functions or member/account/client relations activities.
  • Strong interpersonal skills. Natural ability to act as a "connector," always looking to make connections between ideas and/or people.
  • Ability and confidence to build relationships and credibility internally and externally.
  • Excellent decision-making and critical thinking skills.
  • Excellent project management and facilitation skills.
  • Excellent written and oral communication skills.
  • Ability to prepare and present information via varied mediums.
  • Ability to manage, organize and prioritize projects.
  • Ability to work effectively and professionally, developing strong relationships with all levels of CHA employees, member hospital personnel and other external individuals.
  • Excellent time management skills.
  • Ability to use discretion and maintain confidentiality.
  • Ability to work independently and in a team environment.
  • Ability to work within an ambiguous and changing work environment.
  • Knowledge of Microsoft Word, Excel, PowerPoint and Outlook and Teams applications.
  • Strong knowledge of effective marketing strategies and practices.
  • Knowledge of the health care industry, including key terms.
  • Intermediate knowledge of Customer Relationship Management programs. Salesforce knowledge preferred.

Children’s Hospital Association is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, and protected veteran status, or disability status.

 

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