Organizational Membership Coordinator

Summary

Description

PRIMARY PURPOSE OF POSITION
The Organizational Membership Coordinator will play a crucial role in fostering long-term relationships with AAPACN's organizational members and their benefit recipients, ensuring their needs are met, and enhancing the overall value of their membership. The position focuses on onboarding, engagement, communication, and supporting organizational members in maximizing their membership benefits. As an integral member of the Membership Team, this role contributes to enhancing the overall member experience and advancing member retention, satisfaction, and engagement.

GENERAL REQUIREMENTS
The ideal candidate is customer-service oriented and genuinely enjoys building strong, lasting relationships with AAPACN’s organizational members and individual members. They are responsive, approachable, and committed to delivering a positive member experience by understanding member needs, providing timely support, and ensuring members receive maximum value from their engagement with AAPACN.

This individual is eager to continuously expand their knowledge of the post-acute care field and AAPACN’s programs, products, and services to better assist members. They communicate clearly and effectively, both verbally and in writing, and excel at translating information into meaningful solutions for members and stakeholders.

The successful candidate is a proactive self-starter who takes initiative, manages responsibilities independently, and follows through on commitments with attention to detail and a strong service mindset. At the same time, they thrive in a collaborative team environment, partnering with colleagues to address member needs and enhance overall satisfaction.

This role requires confidence and professionalism in virtual and in-person interactions, including facilitating online meetings, delivering presentations, and representing AAPACN. The ideal candidate is comfortable engaging with diverse audiences and creating positive, productive experiences in every member interaction.

Decision-making: This position requires creative, confident problem-solving skills and the ability to make decisions necessary to address organizational membership needs. The decisions made are at a defined level and are based on policies and procedures already in place. This position may work closely with the department team to make suggestions or recommendations to create, alter, or improve upon existing operations, as needed. Decisions made may affect budgets and operating expenses. This position may not alter policies or procedures of the department without consulting the Director.

Complexity: Tasks given are within established operations. Good communication skills, strong analytical skills, and intermediate technological literacy are required to correctly maintain records and measure and monitor success.

Authority: This position is that of an individual contributor.

ESSENTIAL DUTIES

SPECIFIC DUTIES
Responsibilities include but are not limited to:
Organizational Member Relationship Management:

• Foster and sustain long-term relationships with AAPACN’s organizational members and their benefit recipients, ensuring their needs are addressed promptly and effectively.
• Enhance the value of organizational memberships through proactive engagement and support.
• Serve as a primary point of contact for organizational benefit recipients, providing guidance, support, and problem resolution as needed.
• Maintain accurate records for all OM accounts.

Orientation and Onboarding:

• Develop and host orientations and kick off meetings for new organizational members, both live and recorded, to ensure they understand how to maximize their membership benefits.
• Prepare and upload lists of facilities and benefit recipients for new organizational memberships, ensuring that membership database records and dashboards are complete, accurate, and up to date.
• Record and maintain an up-to-date library of how-to videos for organizational members, providing self-service guidance on key topics.

Member Engagement and Communication:

• Suggest content for monthly emails to benefit recipients within organizational memberships, highlighting tools, resources, and upcoming events.
• Suggest weekly content for AAPACN OM Champion Community.
• Collaborate with the organizational membership engagement team to develop and implement engagement strategies across various channels.
• Serve as liaison between Organizational Membership and the Membership Engagement Team (MET).

Reporting and Analysis:

• Prepare usage reports for organizational members, summarizing their engagement and interaction with AAPACN resources, education, and certification programs, providing insights to the Organizational Membership Manager.

Other Duties

• Perform other duties as needed or as assigned in support of organizational goals.

COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies:

• Enthusiasm for outreach to new partners and relationship development
• Ability to follow processes and maintain accurate records
• High level of critical thinking and analytical skills when identifying speakers and topics
• Resiliency and positivity when reaching out to new contacts not familiar with AAPACN
• Confidence to speak or write clearly and persuasively in positive or negative situations
• Intermediate level of IT literacy and ability to learn new systems and software
• Willingness to collaborate

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required

• High school diploma or equivalent
• Two or more years of relevant professional experience (business development, sales, customer success, or other relationship management experience)
• Excellent communication skills, both verbal and written
• Outstanding customer relationship skills
• Outstanding organizational skills
• Self-starter attitude and willingness to “go the extra mile” when developing relationships and providing member services

Preferred

• Four-year degree in related field (business, marketing, communications, etc.)
• Experience with Microsoft Teams platform
• Familiarity with CRM databases, such as Microsoft Dynamics

WORKING CONDITIONS

• Position is fully remote.
• Set work times within a Monday through Friday 40-hour workweek.
• Prolonged periods sitting at a desk and working on a computer.
• Occasional long days or weekend work, possible travel less than 10%.

SAFETY HAZARDS

• Minimal
• General office working conditions (work from home)

This position description does not list all of the duties of the job. You will be evaluated in part based upon your performance of the tasks listed in this position description.  Management has the right to revise this position description at any time. The position description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.