Membership & Communications Assistant

The Infectious Diseases Society of America (IDSA) is seeking Membership and Communications Associate. IDSA is a community of over 13,000 physicians, scientists and public health experts who specialize in infectious diseases. Our mission is to improve the health of individuals, communities, and society by promoting excellence in patient care, education, research, public health, and prevention relating to infectious diseases.

We are an innovative and dynamic professional association committed to the principles of inclusion, diversity, access, and equity. Our team embodies the following core values: 

Member-Centric, Excellence, Respect, Innovation, Teamwork and Trust

The Society is a great place to work! IDSA has a highly competitive total compensation package, offers flexible work, telework arrangements, and our organizational culture is highly rated by staff.  Our new office is located two blocks from the metro and has a free gym onsite.

The Membership and Communications Associate serves as the primary point of contact for members and prospective members, providing timely, high-quality support and guidance. As one of the most visible roles in the organization, this position engages with more individuals than any other and plays a critical role in connecting audiences to IDSA’s programs, services, and overall member experience. The ideal candidate is outgoing and curious, seeks to understand challenges at their root, takes initiative to drive solutions, and knows when to engage others to ensure the best outcome.

Characteristic Essential Responsibilities

Member Relations & Customer Support:

• Promptly responds to member and non-member related email inquiries and general IDSA email accounts
• Answers incoming calls and returns voicemails during business hours aiding members and the general public

Member Relations & Customer Service:

• Conducts outreach to potential members with IDSA’s priority target list to grow membership revenue
• Conducts individualized outreach to lapsed members of the association, individually encouraging them to rejoin
• Promotes IDSA career services offerings to target member institutions to grow non-dues revenue
• Works directly with domestic & international members to assist with the application and payment process if needed such as W9 and group payments

Database Management & Financial Processing:

• Records membership transactions, ensuring documentation of dues payments, donations, and other financial interactions
• Processes incoming manual payments for dues renewal and new members utilizing cash receipts

Database Management & Financial Processing:

• Maintains the membership database with precise and up-to-date member information, contact details, and preferences
• Researches undelivered mail, updates addresses, and contributes to accurate billing records and benefit delivery
• Regularly performs data audits to identify and rectify any inconsistencies or errors
• Assists with membership reporting and reporting requests

Member Relations & Customer Service:

• Addresses member payment and membership complaints, resolves issues, or escalates as needed
• Collaborates with Finance to reconcile member transactions, resolve, and research billing discrepancies

Event Support:

• Collaborates with the Sr. Manager, Membership Program to assist with managing the speaker requests
• Assists with ordering/shipping the swag items/materials as needed
• Coordinates the expense reports and finance reimbursements for speakers

Membership Relations & Customer Service:

• Generates and updates common membership inquiries document as needed
• Serve as the first point of contact for our member engagement framework
• Surveys members acquiring insight into member programs and overall membership satisfaction; Record findings and share with appropriate staff
• Conducts research to identify prospective members

Member Relations & Customer Service:

• Coordinates with IDWeek staff to assist members with updating their membership profiles
• Directs IDWeek inquiries to appropriate departments; provides onsite customer support for members at IDWeek
• Performs other work-related duties as assigned

Minimum Qualifications and Experience:

• Associate degree in related field; relevant experience can be submitted
• At least 1-2 years of previous membership support or front-office customer service experience (at an organization that utilized an AMS preferred) 
• Data entry and administrative experience 
• Detail and deadline-oriented with the ability to adapt and adjust to changing circumstances and priorities 
• Webinar support experience preferred 
• Strong attention to detail and sense of ownership  

Competencies: Knowledge, skills, and abilities

• Strong attention to detail and organizational skills
• Knowledge of Fonteva, Salesforce (or similar CRM)
• Self- motivated, with excellent problem-solving and critical thinking skills 
• Intellectual curiosity and a strong willingness to learn new skills 
• Sound judgment and good decision-making skills 
• Excellent written and verbal communication skills 
• Demonstrated ability to interact well with members, leadership, and coworkers, enthusiasm for collaboration 
• Proficiency in MS Office suite (Word, Excel, Outlook) and general office technology 
• Ability to manage multiple tasks and meet deadlines 
• Curiosity and initiative; seeks to understand to improve processes and member needs 
• Self- motivated, with excellent problem-solving and critical thinking skills 
• Intellectual curiosity and a strong willingness to learn new skills 
• Sound judgment and good decision-making skills

Travel Requirements:

• IDWeek -October (typically)
• Annual Staff Retreat -Summer
• End of Year Celebration - December

Physical Demands:

• Environment consistent with that of a typical office setting
• Long periods of sitting or standing
• Frequent repetitive movements such as typing or writing
• Constant communication, verbally and written 
• Ability to do some lifting and/or carrying of heavier boxes and parcels

EEO Statement:

The Infectious Diseases Society of America (IDSA) is an equal opportunity employer and considers all applications without regard to race, color, religion, creed, sexual orientation, gender, gender identity, gender expression, national origin, age, disability, socioeconomic status, marital or veteran status. We also welcome those of all abilities and make reasonable accommodations to support successful outcomes for our team members.