Member Experience Leader

POSITION SUMMARY

Our Member Experience Leader is dynamic and responsible for onboarding, managing, growing, and developing member and prospect relationships. This individual is the primary point of contact for a collection of members. The Leader will be a trusted advisor to members, brokers/consultants and provides industry knowledge to members, community, and internal staff. Membership benefits include access to innovative cost saving group purchased programs, valuable educational seminars, access to industry peers, and involvement in working to improve the quality of healthcare and population health in the community.

The Member Experience Leader will be comfortable developing and managing relationships with current members through a diverse set of outreach methods including but not limited to mail, email, voice, in-person meetings, industry meetings, community meetings, etc. The primary focus is to retain current members as dues paying members, retain participation in group purchasing programs, and increase engagement in other group purchasing programs and activities where appropriate. During the retention process, the Member Experience Leader will actively seek to identify and lead opportunities (RFPs and RFIs) to present our group purchasing products prior to a full bid request being issued, ask for an opportunity to bid on issued RFIs and RFPs for medical, pharmacy and vision programs, encourage attendance in education programs that align with the member’s annual goals, encourage member engagement (committee participation), and identify connectivity in community projects outside of funding. In addition, this person will actively anticipate opportunities before they are issued and coordinate our team’s response to RFIs and RFPs and vendor evaluations when they are issued.

The Member Experience Leader will have employee benefits and health insurance industry expertise.

The position requires superior communication skills and the ability to use a CRM system. You will also engage in other duties necessary to enhance the overall efficiency, effectiveness, and productivity of the team.

ESSENTIAL FUNCTIONS

• Conduct new Member onboarding meetings in a timely manner
• Interface with Members and develop strong Member relationships
• Accountable for renewing members year over year as well as developing member loyalty and satisfaction
• Establish, cultivate, and manage the Members relationship with Health Action Council as a trusted business advisor or extension of their team/resource
• Establish, cultivate, and manage relationships with consultants and brokers servicing our members
• Strategically plan, negotiate, and influence the interactions and relationships with members, their brokers/consultants, and internal teams to achieve the members’ strategic goals
• Clearly demonstrate the value story of Health Action Council’s group purchasing products, education programming, and health improvement and community-based projects
• Presentation Skills: Create and effectively deliver presentations.
• Deliver the Health Action Council quality message (Triple Aim)
• Provide industry expertise/advise/collaboration where applicable
• Support the engagement of vendors in supporter/sponsorship activities
• Support the engagement of prospective members and refer them, as necessary, to Membership sales
• Participate in group purchasing implementation calls, as necessary
• Participate in community and industry based events
• Communicate and evaluate customer feedback to improve and advance products and processes
• Attend education programming that is Member facing
• Stay current on employee benefits industry trends
• Offer content ideas to support ongoing Member education programs
• Provide input to messaging / collateral development
• Use contact management system for reporting

REQUIRED QUALIFICATIONS

• Bachelor’s Degree
• Five years of professional benefits knowledge or account management/consultative experience
• Strong working knowledge of self-insured health care benefits and products
• CEBS and/or SHRM certifications are preferred
• Excellent messaging and positioning of information for member impact and influence and oral, written, and interpersonal skills
• Active listening skills… ability to ask probing questions
• Self-directed – identify steps needed to accomplish a goal and proactively manage the action steps
• Demonstrate organization and service skills
• Ability to exercise sound judgment and problem solve
• Integrity, trustworthiness, candor, and team player
• Proficient in Microsoft Office Package (Word, Excel, Access, PowerPoint and Outlook)
• Empathic and able to pull people out / engage
• Responsive and proactive (anticipating problems and ready to address) – can think on feet
• Critical thinking combined with the ability to effectively explain complex issues
• Self-confident

Requirements

• Must have transportation
• Travel required (up to 30%)
• Must be available during standard business hours and occasionally work off-hours

Reports to: Sr. Vice President Business Solutions

Salary Grade: Salary

To Apply

Please submit a resume and cover letter to ***email_hidden*** . Include "Member Experience Leader" within the subject of the email.