** This role is partially remote but in office attendance (about 2 times a week) is required. To that end, applicants must live proximal to Denver, CO metropolitan area.**

Position Overview:

The Membership Services Coordinator is the first line for customer service, membership inquiries, and administration of all matters related to the needs of members. This individual provides quick and thorough feedback to office staff and members/non-members contacting the association. The individual is experienced in customer service, membership management, association management systems (AMS), administration of processes, shipping, etc. Additional responsibilities may additionally include committee management. Must be an organized self-starter who will bring creative energy and be a team player who is comfortable professionally interacting with a variety of individuals and groups including physicians and non-physicians alike. This position is primarily remote, but the expectation is to be in the office at least once per week and occasionally more depending on the needs of the team.

Responsibilities/Duties:

• Provides quality customer service and answers all calls and voicemails to support members/customers.
• Sets up and monitors the voicemail system on a regular basis to ensure key messages are being communicated such as: changes during the OMA’s conferences, holidays, closures, etc.
• Manages the online chat daily.
• Monitors and manages the OMA Information and OMA Membership email boxes on an hourly basis.
• Checks mail a minimum of three times per week and distributes to the appropriate staff members either in person or electronically.
• Deposits daily checks and provides detailed reports of deposits to the association’s accounting firm and the Executive Director.
• Processes and ships weekly member and customer order fulfillment.
• Processes weekly membership AMS tasks such as open dues orders, cancellations, membership drops, etc.
• Ensures individual member and customer profiles are accurate and up to date. Merges member profiles in AMS when necessary.
• Sets up new products for all departments in the AMS. Ensures product codes, naming conventions, revenue streams, descriptions, etc. are established correctly.
• Updates all email templates in the AMS for product purchases, registrations, etc.
• Processes new memberships and renewals via email, phone, mail, etc.
• Verifies medical, Nurse Practitioner (NP), and Physician Assistant (PA) licenses and Clinician in Training (CIT) status upon new membership or renewal.
• Processes and mails new membership kits weekly.
• Conducts weekly membership retention phone calls to increase the overall membership retention rate. Provides monthly retention phone call reporting to evaluate the reasons for member non-renewal and the overall return on investment (ROI) of calls.
• Works closely with the Membership Services Manager and marketing team to conduct monthly membership onboarding campaigns.
• Monitors new members in the LinkedIn discussion group to ensure they are official OMA members before approval into the online group. Process drops out of this group during the monthly drop process. Assist in converting and managing the new community groups in our new Fonteva system when the implementation is completed.
• Support the Director of Membership and Engagement as well as the Membership Services Manager in execution of membership surveys when requested.
• Supports the association during onsite educational conferences (must be able to travel up to twice annually via airplane and other means of transportation).
• Other duties as assigned.

Experience and Requirements:

• Associate’s degree is required. Bachelor’s degree preferred.
• 1-3 years’ experience in an administrative support and customer service role required.
• Ability to thrive in a busy team-oriented atmosphere.
• Must maintain confidentiality and professionalism in working with both executive and financial teams due to sensitivity of information such as demographic information, financial information (credit cards), etc.
• Must be an advisor to customers with accurate information and demonstrate outstanding critical thinking skills as well as independence in decision-making.
• Strong coordination capabilities; capable of effectively prioritizing and multitasking.
• High aptitude for problem solving.
• Demonstrated ability to learn, collaborate and adapt to new tools and processes quickly.
• Must be detail oriented, well organized and responsible for performing tasks including working with systems, processes and various members and colleagues on large and small projects.
• Has a futuristic mindset and is open to trying new things, testing, measuring success, learning from the experience and applying key learnings toward future efforts that we envision together.
• Proficiency in all Microsoft Office products (MS Excel and MS Outlook, in particular)
• Excellent written and verbal communication skills.

Physical Requirements:
Eight hours plus per day: speaking on the telephone, entering and retrieving data from the computer, ability to lift a minimum of 25 pounds, sit, stand and walk for extended periods of time in office or at external functions, and ability to travel via airplane, bus, car or train.