Coordinator, AONL Member Engagement

American Hospital Association
life insurance, sick time, tuition reimbursement, 401(k)
United States, Illinois, Chicago
155 North Upper Wacker Drive (Show on map)
Dec 17, 2024
Description 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. We are currently seeking a Coordinator, AONL Member Engagement, for our Chicago office. This position is a hybrid role (three days in the office, two days working remote). Starting annual salary = $50,505- $62,400- $75,904 (commensurate with related experience). The AHA is committed to fair and equitable compensation practices. A candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications, and location. The Coordinator, AONL Member Engagement is responsible for delivering an excellent member/customer experience on behalf of AONL members, customers and staff. This position is responsible for member-facing customer service/outreach and administrative tasks related to processing transactions and group memberships, and maintaining best practices related to the membership database and data hygiene. Essential Functions include, but are not limited to: Answers member/customer inquiries (phone and email) and delivers exceptional customer service by providing timely response and follow-up within one business day. Provides technical assistance to members/customers to create user accounts. Assists with log-in issues and navigating the online store. Assimilates member/customer feedback to identify trends and opportunities to improve the member/customer experience and internal efficiencies. Makes recommendations to improve workflow, procedures, products, and services that meet the needs of members and customers, increases efficiency and effectiveness and that control costs. Documents processes in writing. Performs timely and accurate data entry related to member records and financial transactions. Prepares membership dues invoices and processes credit card payments for memberships and group memberships, event registrations, or other products in the AHA's AMS system. Works with Finance to troubleshoot payment issues and share financial information, as needed. Performs research to update member records from returned mail, answer membership questions, resolve discrepancies and identify opportunities for improvement. Identifies and documents AMS and CVENT technical/functionality issues and works with IT to investigate, troubleshoot, and resolve. Uses advanced knowledge of AMS to provide assistance/ coaching on use of the AMS system as it relates to AONL membership or financial processing. Assist with member data analysis and reporting. We offer an excellent total compensation package, which includes medical/dental coverage (PPO/HMO), vision care, life insurance, short and long-term disability plans, 401(k), tuition reimbursement, paid vacation/holidays/sick days, wellness programs and more! The American Hospital Association (AHA) is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. We will provide reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Title I of the Americans with Disabilities Act of 1990. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call (312) 422-3000 and ask for the Vice President., Human Resources and let us know the nature of your request and your contact information. We value the commitment and creativity that our diverse team members contribute to the AHA's mission to advance equitable care and health improvement for all. Individuals from all backgrounds, such as veterans, people with disabilities, differing gender identities and sexual orientations, national origin, spiritual beliefs, and race are encouraged to apply. The AHA participates in the E-Verify Program. #LI-Hybrid Qualifications Education Associates of Business Administration (preferred) Experience 3 years: Association membership service experience (preferred) 3 years: Customer service or call center and experience with a customer relationship management system or similar (required) Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)