Information and Membership Specialist

DEPARTMENT         Practice Information and Services

SUPERVISOR          Director, Practice and Information Services

BASIC FUNTION

To provide critical information and services to TMA members, staff, and the community. General duties include using knowledge base software to investigate issues and answer questions and conduct research via the internet to answer queries. Perform day-to-day administrative duties for membership teams such as administering, updating, and producing the County Medical Society directory, processing membership dues, and data entry.

MAJOR RESPONSIBILITES

Knowledge Center Tasks

1. Answer telephone, text chat, mail, fax and e-mail inquiries from members, members’ staff, and the community.
2. Accept and place member changes, orders, and additions into the membership database.
3. Assist members with product, service, and conference registration information.
4. Identify, research, resolve, and track member issues and questions. Follow up on member inquiries not immediately resolved.
5. Recognize, document, and alert the supervisor of any trends or urgent issues in members’ calls.
6. Edit, review, and create FAQs in knowledge database.
7. Support the conference and events team onsite at meetings, as requested.
8. Recommend process improvements and assist with special projects, as needed.
9. Other duties as assigned.

Membership Tasks

1. Process membership applications, update current records, and add records of new applicants in the membership database while ensuring data integrity.
2. Follow Membership Development’s outlined processes for timely completion of MNAPs, APOLs, and Web Registrations.
3. Assist with inventory and ordering of mail and invoicing supplies.
4. Organize and process New Member Packets.
5. Process ‘Renewal Thank You’ letters to renewing members.
6. Maintain the County Medical Society directory.

SUPERVISORY RESPONSIBILITY

No supervisory responsibility.

INDEPENDENCE/SUPERVISION RECEIVED

Duties are performed under general supervision according to generally prescribed guidelines. Employee is responsible for judgment that is exercised regarding selection and interpretation of methods and procedures to be used personally.　

GENERAL QUALIFICATION REQUIREMENTS

Knowledge and Experience

Requires basic understanding of a specialized area of knowledge normally acquired through four years of high school, plus one to three years of college or vocational school, or equivalent experience.  Research skills, administrative, and customer service experience preferred.

Skills and Abilities

Must have excellent organizational skills and knowledge of data processing, Microsoft Word, Microsoft Excel and Microsoft PowerPoint and web searching. Must be able to follow oral and written instructions and deal effectively with other TMA employees and members. Must have a commitment to customer service, strong organizational and communication skills, ability to work within a team, and dedication to a project.