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 9th 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.
- Pay Type Salary
- Travel Required No
- Required Education Associate Degree