Program Coordinator I-Membership Operations Associate-CAPC

The Membership Operations Associate plays an important role in the everyday operations of the Membership department and is the backbone of the team, handling all administrative responsibilities. The person in this role will support the Recruitment team on projects related to prospect outreach, new member onboarding, and database management. They will also support the Member Relations team through tasks such as renewal follow-ups and coordinating payment processing. The person in this role will assist will special projects as needed and work to update key member details in CAPC’s CRM, Salesforce. This role ensures that the department runs smoothly and serves CAPC members at its highest potential. 

• Support onboarding for new and rejoining member organizations with Salesforce record set-up and responding to requests for invoices.
• Conduct follow-up outreaches regarding outstanding application requirements.
• Configure new health system member records in Salesforce to prepare them for activation including mass updates to organization names, addresses, email domains, and member role assignments. 
• Process inquiries from non-viable leads by sharing information about CAPC’s open-access resources.
• Collect new, executed membership agreements and send them to Mount Sinai’s contracting office.
• Support membership renewal and rejoin efforts by following up on outstanding payments, conducting outreach by phone and email.
• Manage renewals for field and disease-specific association members, communicating with their leads and confirming they have completed annual eligibility requirements. 
• Follow up with member organizations regarding undeliverable communications.
• Maintain accurate membership records in Salesforce, including member addresses, role updates, and other data updates.
• Lead user account update projects, handling smaller reassignment requests and coordinating with CAPC’s web developers on larger user moves. 
• Support the Senior Member Relations Manager during health system membership renewals by extending memberships beyond their end date while renewal is being settled.
• Monitor membership records at onboarding and renewal, updating revenue opportunity stages as needed and activating memberships. 
• Execute email campaigns around prospective member outreach initiatives, targeted member communications, and special events.
• Respond to routine inquiries regarding membership status, payments, and invoice needs.
• Coordinate with Finance to resolve payment issues and vendor documentation requests.
• Maintain and update department dashboards, and coordinate with CAPC’s Salesforce manager on reporting and dashboard needs. 
• Provide technical support for member relations virtual events and webinars.
• Serve as the backup resource for CAPC customer support during periods of high volume or staff absences.
• May represent CAPC at industry events.
• Conduct special projects as needed; other duties as assigned.

• Bachelors Degree or an equivalent combination of education and/or experience may substitute for the degree when the experiences are closely related to the duties of the job.
• None required, but 1-2 years administrative experience preferred
• Experience working with CRMs required (Salesforce preferred).
• Exceptional organizational skills and attention to detail. 
• Ability to thrive and effectively communicate in a team-oriented, entrepreneurial environment.
• Excellent critical thinking, verbal, and interpersonal skills.
• Demonstrated ability to manage multiple projects in parallel and meet deadlines.
• Strong writing skills.
• Proficient with entire Microsoft Office suite, specifically Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint, and Teams.