ACEP ID:

Member Care Center Representative

DEPARTMENT

Membership and Customer Service

BASIC FUNCTION

Build ACEP into a thriving customer service organization through teamwork and shared responsibility. Provide lead responsibility for ACEP meetings queue.

Characteristic Duties and Responsibilities

  1. Build ACEP into a thriving customer service organization through teamwork and shared responsibility.

    1. Provides thoughtful, thorough, and timely support to members and customers through telephone, chat, and e-mail.

    2. Sustains a respectful, professional, and cooperative environment while dealing with members and customers.

    3. Adheres to procedures specific to Member Care and adds to documentation as new procedures are defined.

    4. Shares responsibility for member satisfaction with Member Care team, offers help to others and asks for help to ensure member needs are met.

    5. Updates physical addresses, chapters, email addresses, sections and other member record changes received from all sources.

    6. Fully participates in planning, testing, and learning of new and updated computer systems as requested or required.

  2. Positively impact ACEP’s bottom line through problem-solving, turning frustrated members/customers into satisfied, repeat members/customers.

    1. Sustains a respectful, professional, and cooperative environment while dealing with members and customers.

    2. Pursues up-to-date knowledge of ACEP products, services, and benefits in order to answer most member questions.

    3. Takes every opportunity to promote ACEP products and services.

    4. Assists members/customers with online processes, including applications, renewals, subscriptions, CME tracker, Annals, and other benefits.

    5. Ensures CRM records and transactions are updated and accurately.

  3. ACEP exceeds membership goals.

    1. Always works toward turning a cancelling member into a renewing member.

    2. Consistently accomplishes member satisfaction goals.

  4. Managed organizations are supported with excellence.

    1. Provides thoughtful and thorough support to EMRA and SEMPA members and customers through telephone, chat, and e-mail.

    2. Using professional customer service skills, initiate contact with and respond to member and potential member communication including resolution of member complaints, addressing member issues, securing needed information, and taking personal data and completing financial transactions.

    3. Shares responsibility for member satisfaction; offers help and asks for help to ensure member needs are met.

  5. Maintains procedures for processes, systems, and activities specific to position responsibilities.

  6. Plan, test and learn new computer and software systems as requested or required. Provide feedback to Technology Services department.

  7. Perform other duties as assigned by supervisor.

Relationships and Contacts

Reports to:

Member and Customer Care Manager

Internal Contacts:

All Staff

External Contacts:

Member and nonmember physicians, their spouses, assistants, and hospital staff; chapter staff, EM group and residency staff.

Required Education and Experience

  1. High school diploma or equivalent.

  2. Five years related experience in a records or customer service environment, including preparation and analysis of statistical reports, databases, and verification of information received for completion and accuracy.

  3. Demonstrated skills and familiarity with Microsoft Word and EXCEL.

Other Desired Qualifications

  1. Genuinely excited to help customers.

  2. Passionately communicative.

  3. Ability to put themselves in our members’ shoes and advocate for them when necessary.

  4. Problem-solver who thrives under pressure.

  5. Willing and able to investigate when information is required to resolve complaints.

  6. Attention to detail and accuracy.

  7. Ability to organize and prioritize and work independently.

  8. Ability to adapt to changing priorities and deadline pressure.

  9. Ability to work well with others and demonstrate a customer service attitude.

We are an equal opportunity and E-Verify employer who offers a competitive salary, an excellent benefits package, a retirement plan and more.

If you have questions regarding this position or would like to submit your resume, please contact us.

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