Coordinator, Member Resource Center

This is a hybrid position. In-office presence on Tuesdays and Wednesdays.

The office is located in downtown Chicago (Streeterville).

JOB SUMMARY

The Coordinator serves as a key frontline representative within the AOA’s Member Services Department, responsible for supporting both general member inquiries and Continuing Medical Education (CME)-related services. This role provides exceptional customer service across all externally facing member/customer touchpoints—including phone, email, and web—and ensures accurate data entry and integrity for member accounts and physician profiles. The position requires a customer-first attitude, adaptability, technical proficiency, and the ability to navigate complex databases while meeting department performance goals.

ESSENTIAL FUNCTIONS

• Serve as the initial point of contact for all member and CME-related inquiries via phone, email, web form, and other platforms.
• Provide support for physician profile and CME data requests, including credentialing information and CME credit reporting.
• Handle financial transactions, including membership dues payments, credits, corrections, and follow-up on outstanding invoices.
• Record and document all customer interactions, issue details, and resolutions in the CRM system.
• Ensure high data integrity in member records, CME records, and other AOA databases.
• Perform member outreach for retention, recruitment, and outstanding CME or membership issues.
• Utilize AOA’s suite of applications, including Fonteva CRM (Salesforce), Learning Management Systems (LMS), Outlook, and Call Center tools.
• Upsell and cross-sell AOA products and services relevant to customer needs.
• Monitor and contribute to updates of standard operating procedures for CME and member support workflows.
• Identify trends in customer feedback and recommend process improvements.
• Stay current on all AOA membership, CME policies, programs, and service offerings.
• Collaborate with internal departments to ensure accurate member and CME support.
• Assist with projects and department-wide initiatives as assigned.
• Resolve escalated or complex issues in coordination with management.
• Learn and implement new system features or procedures as introduced.

MINIMUM QUALIFICATIONS

Education:

• High school diploma or GED required.
• Bachelor’s degree preferred.

Experience:

• 1–3 years in customer service, administrative support, or operational role—preferably in a healthcare or association setting.
• Call center or high-volume support experience is a plus

SPECIAL SKILLS / EQUIPMENT

• Strong commitment to customer satisfaction with a positive and professional demeanor.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.
• Sound judgment and problem-solving skills.
• Strong organizational and time management capabilities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Familiarity with association management software and Salesforce CRM is highly desirable.
• Ability to work independently and collaboratively as part of a team

PHYSICAL, MENTAL DEMANDS / WORKING ENVIRONMENT

Physical:

• Sitting: 90%
• Standing/Walking: 10%
• Lifting: Minimal, under 20 lbs
• Vision: Frequent use of computer and phone

Mental:

• High-pressure, deadline-driven work environment
• Ability to manage multiple tasks and adapt to changing priorities

Environment:

• Hybrid work model
• Typical office environment

Compensation Range: $24.75/hr - $25.25/hr

ABOUT THE AOA

Serving as the professional family for more than 197,000 osteopathic physicians (DOs) and osteopathic medical students, the American Osteopathic Association (AOA) promotes public health and encourages scientific research. As the primary certifying body for DOs, accrediting agency for osteopathic medical schools, and a recognized authority for hospital accreditation, the AOA plays a pivotal role in the U.S. healthcare system. This role is critical to AOA’s success and requires a combination of professionalism, responsiveness, and a collaborative spirit.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

American Osteopathic Association is unable to sponsor work visas at this time.