Coordinator, Member Resource Center

JOB SUMMARY 

Serves as coordinator/service representative in the Member Resources Center (MRC) to deliver service excellence to DOs and members of the osteopathic family in  the areas of policy and processes for continuing medical education credits, membership policies and dues payments processing and troubleshooting internet access issues. Makes recommendations for process improvement and enhancements that better serve AOA’s customers. Must demonstrate teamwork, integrity, initiative, adaptability and a willingness to gain new knowledge.   

ESSENTIAL FUNCTIONS

• Delivers exceptional customer service by identifying issues and resolving problems to those who contact MRC via phone, email, fax or referral regarding continuing medical education requirements and credits, internet access, membership and dues payments and other issues that arise from contacts to the center

• Learns new functionality of systems and processes as they are introduced

• Keeps up-to-date with membership, CME and association programs and policies to support inquiries to the center

• Handles financial transactions, makes adjustments, balances bank batches and makes calls to collect on outstanding invoices

• Uses iMIS modules and Learning Management System technology platform to maintain accurate data on DOs and students

• Handles receipt, coding and processing of CME credits

• Makes recommendations to improve processes and offer enhanced service opportunities

• Problem-solves membership and continuing education credit issues; troubleshoots internet and web site issues from customers

• Provides support for the 9^th floor reception activities when scheduled (on a rotating basis) in addition to daily MRC responsibilities

• Works as part of the department team and willingly participates in department-wide activities

• Adheres to service performance standards established in procedures manual

• Ensures data quality of information entered into the system for customers

• Demonstrates effective time management in executing daily responsibilities

• Works closely with senior specialist of MRC to resolve difficult/unusual issues

• Effectively communicates issues that arise in execution of work

• Handles special projects assigned by immediate supervisor

   

   

OTHER RESPONSIBILITIES

As assigned.

MINIMUM QUALIFICATION OR EXPERIENCE 

Education:  Bachelor’s degree preferred       

Experience:     3 – 5 years in a customer service or higher level administrative position, preferably healthcare or an association setting. Call center experience is desirable.

Licensure or Certification:       None

SPECIAL SKILLS/EQUIPMENT

• Excellent verbal, writing and interpersonal skills

• Proficient in use of Microsoft Office, including ability to do Access queries

• Demonstrated exceptional problem-solving and dispute resolution skills to deliver excellence in customer service

• Familiarity with association management software, with iMIS expertise preferable

• Demonstrates understanding of accounting principles to handle financial transactions for customers

• General knowledge of the internet functioning and applications as a tool to build member engagement

• Ability to gain broad-based knowledge of the AOA, its policies, procedures, programs and billing practices is essential

• Must be team-player and willing to work collaboratively with AOA staff

• Ability to multi-task and prioritize work in order to follow-through on assignments and complete daily tasks to deliver excellence in customer service

• He/She must be comfortable working in an area focused on service excellence, innovation, building engagement and constantly seeking efficiencies in policies and procedures.