Member Services Representative

Description

POSITION SUMMARY:  

The Member Services Representative is responsible for providing exceptional support to members and other stakeholders through various communication channels. This role requires a proactive and customer-focused individual with strong communication, problem-solving, and organizational skills. The Member Services Representative will be the first point of contact for many inquiries, requiring comprehensive product and service knowledge to effectively address needs, offer relevant solutions, and ensure a positive experience. This position also involves administrative tasks related to membership, data management, and project support.

Requirements

QUALIFICATIONS: Required Skill/Education/Knowledge

• 3 years’ experience, preferably in a medical, professional association, or customer service setting
• Proven experience in a customer service or call center environment is highly desirable
• Excellent verbal and written communication skills, including active listening and professional phone etiquette
• Strong problem-solving and analytical skills with the ability to assess needs and provide effective solutions
• Exceptional organizational skills and attention to detail
• Ability to multitask and prioritize effectively in a fast-paced environment
• Proficiency in using computer systems and software, including database management and contact tracking systems
• Ability to work independently and as part of a team
• Professional and positive demeanor with a strong commitment to providing excellent member service
• Ability to maintain confidentiality and handle sensitive information appropriately
• Valid state issued driver’s license

SPECIAL REQUIREMENTS:  

This position requires the ability to communicate with and work cooperatively with many different individuals, both internally and externally, and the ability to adjust to constant change. Periodic travel and attendance at the annual House of Delegates meeting.

ESSENTIAL DUTIES:  

1. Call Center Support: 

• Provide efficient and professional call center coverage, analyzing callers needs to understand their requests thoroughly.
• Utilize in-depth product and service knowledge to accurately address caller inquiries and provide comprehensive information.
• Determine when further specialized assistance is required and seamlessly direct callers to the appropriate department or subsidiary.

2. Voice Mail Management: 

• Manage the call center voice mailbox efficiently, ensuring timely retrieval, documentation, and appropriate follow-up on all messages.

3. Member Inquiry Form Management: 

• Coordinate the handling of member inquiries submitted through online forms, including scheduling team coverage to ensure timely responses.
• Ensure all inquiries are addressed accurately and in accordance with established guidelines and procedures.
• Maintain and oversee the member inquiry process, identifying areas for improvement and ensuring its effectiveness.

4. Product and Service Knowledge: 

• Continuously maintaining up-to-date knowledge of all products and services offered through Member Services, as well as relevant information about other society departments.

5. Call Tracking: 

• Accurately record all call center interactions and relevant details in the Society’s contact tracking system in a timely and comprehensive manner.

6. Database Updates and Special Projects: 

• Assist with ongoing database updates related to physician, practice administrator, and group information to ensure data accuracy and integrity.
• Participate in special projects as assigned, which may include proactively reaching out to physicians and/or practice administrators via phone calls to verify or update information.

7. Membership Functions: 

• Process membership-related transactions, including taking dues payments accurately and efficiently.
• Aid with the processing of membership applications, ensuring completeness and adherence to procedures.
• Generate and distribute dues invoices and refund letters as required.

8. Documentation and Process Improvement: 

• Review, update, and maintain comprehensive documentation on all processes and projects that fall under the responsibilities of this position.

9. Actively assesses and improves contributions to company culture by practicing advocacy meaningfully, encouraging and respecting individuals' ideas and experiences, elevating colleagues' confidence to bring their whole and best selves to work, and navigate all communication based in active listening and thoughtful dialogue.

ADDITIONAL DUTIES MAY INCLUDE:

Assist with coordination of other Communications, Membership and PAMED initiatives, as well as other duties that may be requested or assigned.                                                      

PHYSICAL ACTIVITIES

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Sedentary work. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Hearing and speech to communicate in person, before groups, and over the telephone. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Operation of a motor vehicle, occasionally                                      

This PDQ accurately reflects the duties, qualifications, and other requirements of this position.

REVISION DATE: 04/08/2025

EOE - It is the policy of PAMED to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, citizenship, genetic information, possession of a General Educational Development certificate as opposed to a high school diploma, or any other characteristic protected by applicable federal, state or local law. This commitment applies, but is not limited, to decisions made with respect to hiring, placement, compensation, benefits, promotions, demotions, transfers, terminations, layoffs, return from layoffs, administration of benefits, and all other terms and conditions of employment.