Senior Membership Engagement Specialist

At HIMSS, we are a catalyst for change in the health and wellness ecosystem. Guided by our vision to realize the full health potential of every human, everywhere, and our mission to reform the global health ecosystem through the power of information and technology, we embrace transformation as our “why” and technology as our “how.” As one of the largest and most experienced global healthcare associations, we know that true progress requires fresh perspectives, bold solutions, and collective action.  Join HIMSS and be part of reimagining the future of health and wellness!

Position Purpose:
This position plays a key role in developing, executing, and continuously improving the HIMSS membership strategy and member journey across the HIMSS ecosystem. Working in close partnership with membership leadership, the role supports strategic priorities and coordinates initiatives that contribute to membership growth, engagement, retention, and value realization across all membership categories and engagement channels.

The role oversees membership operations and member data management, ensuring the integrity of membership information and supporting the effective delivery of programs and services that create a consistent, engaging, and value-driven member experience across Chapters, Organizational Affiliates (OA), Corporate Membership, EHRA, Non-Profit Partners (NPP), Alliances, Communities, and other HIMSS engagement touchpoints. The role leverages member data and insights to identify opportunities for operational and member experience improvements.

The position demonstrates ownership through management of key workstreams, process improvements, and coordination of cross-functional activities aligned to team and organizational priorities. Working with a high degree of independence, the role supports a coordinated and consistent member experience across the enterprise while supporting organizational goals and membership priorities. The role also serves as a resource and escalation point for more complex membership and service desk issues, providing guidance and support to other team members as needed.

Essential Functions:

• Partner with membership leadership to support the implementation and continuous improvement of membership priorities, identifying opportunities to strengthen member acquisition, engagement, retention, and overall member value.
• Maintain the day-to-day operations of the membership program, including tracking membership agreement requirements, renewal dates, and invoices and sending required documents to members.
• Lead operations and data entry for the Customer Relationship Management (CRM) database for members, including recording and updating contacts, engagement, coordination, and invoices in a timely and accurate manner.
• Maintain the day-to-day operations and content creation for the Member Portal, CRM, including creating member accounts, adding and monitoring posts, and general user support.
• Support the development and execution of annual membership plans and initiatives aligned with Society and departmental goals established by leadership.
• Analyze membership, engagement, and participation data to identify trends, opportunities, and risks, and provide insights and recommendations to support membership planning and engagement initiatives.
• Develop, monitor, and communicate membership performance metrics and key performance indicators, highlighting growth trends and/or problematic trends with remedial recommendations.
• Develop and coordinate member engagement resources, communications, and initiatives designed to increase member participation, satisfaction, and value realization across the HIMSS ecosystem.
• Maintains member engagement reporting metrics to measure the reach and impact of member benefits.
• Provide membership and service desk support (i.e., manage general inboxes, resolve member questions, field questions to appropriate staff, manage lists, manage the general membership phone line, escalate complex issues as needed, etc.)
• Serve as an escalation point for complex membership and service desk inquiries, using sound judgment to resolve issues, provide guidance to other team members, and coordinate with appropriate stakeholders when additional support is needed.
• Coordinate member committee process and work closely with the enterprise teams to implement.
• Support member engagement at HIMSS Global Health Conference, other events, and chapters.
• Serve as a central coordinator across key HIMSS membership touchpoints, including Chapters, EHRA, Organizational Affiliates, Corporate Membership, Non-Profit Partners, Alliances, Communities, and related engagement programs. Coordinate operational activities, reporting, communications, and member experience initiatives across these touchpoints.
• Coordinate assigned initiatives to improve the end-to-end member journey by identifying opportunities to enhance onboarding, engagement, retention, and value realization across HIMSS programs, platforms, and engagement channels.
• Coordinate assigned workstreams by managing priorities, coordinating activities, and ensuring alignment with team goals, organizational priorities, and member experience objectives.
• Develops and maintains processes, workflows, and operational procedures to improve transparency, consistency, and continuity across membership activities.
• Identify recurring issues, trends, and opportunities for improvement based on service desk activity and escalations, and recommend changes to processes, resources, or member support practices.
• Contributes ideas and feedback to improve member experience, operational workflows, and engagement strategies based on direct interaction with members and analysis of engagement trends and data insights.
• Perform other related duties as required or assigned that contribute to the effectiveness of the department.

Required Qualifications:

• Bachelor’s Degree, or equivalent experience.
• A minimum of four (4) years of progressive experience in customer, client, or membership.
• Prior experience working within a CRM and running reports.  
• Experience managing data sets and leveraging data to tell trend stories to help inform business decisions.
• Strong customer service with ability to communicate effectively with all levels of staff and membership, both verbally and in writing.
• Detail oriented with strong organizational and problem-solving skills.
• Demonstrated ability to work independently, prioritize competing responsibilities, and manage multiple projects and workstreams simultaneously.
• Demonstrated ability to troubleshoot complex issues, exercise sound judgment, and serve as a resource to others in resolving escalation questions or problems.
• Experience coordinating cross-functional projects or initiatives, including coordination of timelines, stakeholders, and deliverables.
• Strong process orientation, including documentation, workflow development, and continuous improvement.
• Demonstrated  ownership of responsibilities, effective communication, problem solving, and contribution to team and member experience improvements.

Why we love HIMSS, and why you will, too :

• Diverse, collaborative, and winning team environment.
• Flexible working arrangements, opportunity to work hybrid.
• Comprehensive healthcare coverage.
• Generous paid time off, including time off to volunteer!
• Well-being programs to support all of your emotional, physical, and financial needs
• Emphasis on continuous learning and development.

Are you a Changemaker?
Together, we’ll do amazing things for healthcare.

HIMSS is an Equal Opportunity Employer: Vets/Disabled

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