Member Relations Specialist

Member Relationship Specialist

Living the vision of "Advancing the business of healthcare today for a better tomorrow," Medical Group Management Association (MGMA) works to perpetuate success throughout the healthcare industry as the premier association for professionals who lead medical practices. Since 1926, through data, people, insights, and advocacy, MGMA empowers medical group practices to innovate and create meaningful change in healthcare. We believe the future is what you make it, and we're here to support the people who are ready to make the world a better place. Tomorrow will be remarkable because MGMA is here to help.

The Medical Group Management Association (MGMA) is looking for a Member Relations Specialist to join our Denver/hybrid team.

General Purpose:

The Member Relations Specialist serves as a resolution provider for Medical Group Management Association's (MGMA's) member requests and is responsible for working with the team to deliver remarkable service, building strong relationships with existing and potential members. In addition to supporting day-to-day needs, this role manages a portfolio of renewal accounts engaging members to ensure satisfaction, retention and expanded utilization of MGMA products and services.

Essential Functions:

• Serve as contact for all organizational customers day-to-day needs and requests by providing remarkable service and building and maintaining strong member relations.
• Represent the data & membership sales department as a go to resource for day-to-day questions or needs.
• Demonstrate comprehensive knowledge of MGMA and member industry and day-to-day member challenges.
• Identify member's spoken and unspoken needs and educates/recommends members on member benefits, services, and products available.
• Manage the organizational customer department email inboxes and respond to all member requests in a timely manner and provide immediate resolutions or managing and tracking the request until resolution has been provided.
• Closely monitor member community and other customer forums, utilize sales technology stack to conduct research that will identify problems members face and support member communications for potential solutions.
• Participate in onboarding calls and product demonstrations with organizational members.
• Attend virtual membership reviews with respective account managers to provide ROI on membership, communicate new products or content as needed, provide and coordinate resolution on any issues, provide follow up information as needed/requested.
• Provide cross coverage to accounts & customers as needed. Provide back-up coverage to account managers as necessary.
• Addresses obstacles in the CRM hindering the member experience, including working collaboratively with IT and submitting, monitoring issues through the Jira system. Continually look to problem solve and fine-tune automatic processes enhancing member experience.
• Manage a select portfolio of renewal accounts, building trust-based relationships through regular communication and proactive outreach to ensure member satisfaction and retention.
• Identify and pursue opportunities for upselling and cross-selling MGMA products and services within assigned renewal accounts, tailoring engagement strategies to meet the unique needs of each member organization.
• Expand the company's book of business by uncovering new sales and upgrade opportunities for Account Managers. Assist Account Managers to increase account reach in identifying gaps in decision making and contacts.
• Track and monitor account health using CRM, and other sales technology tools, reporting on renewal status, member feedback, and service delivery to internal stakeholders.
• Assist Director & Account Managers with special projects or member requests as needed.
• Travel as necessary to support conference operations and engage directly with clients, fostering strong client relationships and ensuring satisfaction. Travel requirements vary based on client needs and are anticipated to be approximately 5-10%.
• Other duties as required and necessary to ensure the success of the organization.

Supervisory duties: None.

Requirements

Knowledge, skills, and abilities:

• Ability to consistently promote, support, work, and act in a manner in support of MGMA's mission, vision, and values.
• Strong experience with analyzing data and benchmarking data.
• Excellent problem-solving and critical thinking skills.
• Ability to organize, prioritize tasks, and meet deadlines.
• Maintain positivity during and following challenging customer interactions.
• Ability to develop strong working relationships with key external stakeholders and across all internal teams.
• Proficient in Microsoft Office Suite, including but not limited to Excel, Outlook and Word.
• Comfortable using CRM programs, preferably Microsoft Dynamics

Education:

• Bachelor's Degree in Business Administration, Communications, or related field.

Experience:

• Three (3) or more years of experience in any of the following: client management, customer service, sales or related experience preferable in a membership setting.
• A healthcare background and knowledge of relevant healthcare trends is preferred.

An equivalent combination of education and experience may be substituted on a year for year basis.

Additional Requirements/Licenses/Certifications:

• Must have reliable transportation.
• Must have a valid driver's license.

Working Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is generally performed in an indoor, professional office environment.
• Will need to attend conferences and MGMA events in various locations around the United States on a regular basis.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, fax machines, and scanners.
• Regular, predictable attendance is required.

Physical Activities

The physical demands described here are representative of those that must be met by employees in this role, to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, employee is regularly required to successfully interact and accurately exchange information using the following suite of verbal and non-verbal communication skills critical to expressing oneself and conducting professional interactions on behalf of the business:

• Ability to read, write, edit
• Ability to converse, discuss, convey
• Also includes interactive engagement with software applications, computer graphics, and the ability to conduct internet research.

While performing the duties of this job, employee is regularly required to successfully navigate scenarios requiring the following observational abilities:

• Ability to perceive, identify, recognize
• Ability to detect, determine, discern, judge
• Ability to assess, estimate, compare

This is a largely sedentary role, so employee must be able to remain in a sedentary position while focusing for extended periods of time throughout the workday. Position also requires occasional movement inside the office to access file cabinets, printers, etc. While performing the duties of this job, employee is regularly required to successfully navigate scenarios requiring the following operational abilities:

• Ability to operate PC/keyboard and other office productivity equipment
• Ability to position self to traverse/navigate around typical office setting
• Ability pull/push, lift, open/close, grasp/manipulate, transport up to 10 lbs.

Why Work for Us

MGMA prides itself on providing team members from all walks of life with an inclusive work environment and comprehensive benefits package, including medical, dental, and vision coverage, life insurance, and both short- and long-term disability. We invest in our employees' growth with a 401(k) plan featuring company match, profit-sharing, and professional development opportunities. We prioritize work-life balance through a hybrid work schedule, an employee assistance program, and a generous time off package, which includes three weeks of vacation, 80 hours of sick time, and 11 paid holidays. From a flexible spending account and on-site fitness center to volunteer opportunities and tuition assistance, MGMA is committed to giving employees a well-rounded and gratifying employment experience.

We are an equal opportunity employer. All applicants shall be considered according to their individual qualifications, abilities, experience, and other employment standards. There will be no discrimination due to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, veteran/military status, or any other basis protected by applicable law