AMIA is seeking a member service representative to respond to calls and emails from members, potential members, and others. This position is responsible for providing excellent front-line customer service, following up to ensure the complete and timely resolution of inquiries and requests, and providing assistance with a variety of tasks.
Dimensions
This position has no direct reports.
This position has no budget authority.
Nature and Scope
The Membership Service Representative is responsible for providing excellent front-line support to members and other interested parties reaching out through AMIA’s phone system and email inboxes.
Principal Accountabilities
Manage incoming phone calls and email in a professional, upbeat, and timely manner.
Identify and assess caller’s needs. Serve as a primary contact for all member and other inquiries, including applications, renewals, registrations, product inquiries, and purchases.
Key contact for AMS system, facilitating requested transactions, changes, and updates.
Take ownership for ensuring the timely resolution of the inquiry or request.
As workload allows, provide general, limited administrative support to the Membership department.
Essential Functions
Answer calls and emails: first point of contact for members and other callers with questions, requests, or feedback.
Provide information: seek to understand the reason(s) for the call, provide full and complete information, verify identity, and update records.
Process transactions: process payments for dues, registrations, and product purchases.
Resolve issues: resolve issues and/or escalate cases to supervisor or other responsible team member.
Follow policies and processes: follow the organizations policies and procedures. Document and maintain processes in detailed Standard Operating Procedures.
Document interactions: document member interactions in the AMS.
Other duties as assigned
Ideal Behaviors
Ability to work effectively in a member focused, team-oriented environment
Ability to participate on a project team to accomplish project goals
Ability to manage and collaborate with internal staff
Ability to analyze situations, exhibit good judgment and make sound, ethical decisions
Ability to collaborate, cooperate and be flexible
Ability to effectively communicate in oral and written form
Ability to think strategically and act tactically and proactively
Ability to re-prioritize assignments, change directions, and deliver results
Ability to accept responsibility, feedback, and correct problem situations
Exhibits a commitment to excellence in member service and to the goals and values of AMIA
Full Time Benefits
35 hour work week
Benefits Effective the 1st day of the month following hire.
Health Insurance
Dental Insurance
Vision
Life Insurance/AD&D
Long-Term Disability Insurance
Short-Term Disability Insurance
Retirement
Section 125 Cafeteria Plan
Annual Leave
Sick Leave
Personal Day
Paid Holidays
***To be considered for this position, candidates must submit a cover letter, resume, and their desired salary range.
***Incomplete applications, including those that do not provide all requested information, will not be considered.
***Qualified candidates will be contacted for interviews. No telephone calls will be accepted.
At AMIA we are committed to diversity and creating an inclusive environment for all employees. We are proud to be an Equal Opportunity Employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, age, ethnic or national origin, gender, sexual orientation, gender identity/expression, pregnancy, marital status, religion, physical or mental disability, military/veteran status, or any other protected status.
EEO Employer/Vets/Disabled
Qualifications
Education – High school diploma required. College degree preferred.
Knowledge – Ability to develop and maintain a thorough understanding of AMIA’s values, organizational structure, and products and services.
Work Experience – 2+ years’ experience in a professional membership association with association or customer management systems.
General Skills – Excellent customer support skills. Strong phone contact handling and active listening skills. Proven written communication skills (writing sample required). Ability to multi-task, prioritize, and manage time effectively.
Technical Skills – Proficiency in MS Office Suite required. History of experience in AMS or CMS software.
Conditions – Remote. Must be able to travel (approximately 10 days per year)
AMIA ® (American Medical Informatics Association ®) is a community committed to the vision of a world where informatics transforms people’s care. Over the last 35 years, the use of informatics has grown exponentially to improve health and to make better healthcare decisions. Today, informatics is the key to accelerating the current goals of healthcare reform.
Every day millions of people benefit from informaticians' ability to accelerate healthcare’s transformation by collecting, analyzing and applying data directly to care decisions. Data produced throughout health and healthcare is the driving force of informatics and its ability to innovate critical advancements that directly benefit people. AMIA’s members are critical to discovering these insights, which is why AMIA is committed to being the professional home for the informaticians of today and the driver of informatics’ future.