Associate Director, Member Care
The American College of Cardiology (ACC), is a 52,000-member nonprofit medical society and teaching institute, dedicated to enhancing the lives of cardiovascular patients through continuous quality improvement, patient-centered care, payment innovation and professionalism. We bestow credentials upon cardiovascular specialists who meet our stringent qualifications, provide professional education and operate national registries for the measurement and improvement of quality care. Above all, our commitment to our members and our patients has driven the College to be a leader in the formulation of health policy, standards and guidelines, and a steadfast supporter of cardiovascular research.
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for the last three years, we offer satisfying and challenging work that makes a real difference in people's lives. We offer a collaborative and empowering environment where the contributions of our team members are recognized and where you can achieve professional growth and personal fulfillment.
Function and Scope:
The Member Care team constitutes the ACC front line in handling a high volume of wide-ranging member, customer, and staff contacts. The team must be knowledgeable about constantly changing information on College products, services, events, and activities in order to seek cross-selling and up-selling opportunities among College offerings and be able to resolve problems and handle multiple demands from members and customers quickly and effectively.
The Associate Director, Member Care is responsible for managing the Member Care team within the Member Services Department, and for fielding a member calls and emails alongside the team as needed.
Major Duties and Responsibilities:
Oversee daily customer/member contact management functions in the Member Services Department, including call center and email response. Promote atmosphere of professionalism and excellence.
Develop interdepartmental communication plan to ensure team is fully informed of all new information related to products and services. Initiate relationships with other areas in ACC to ensure staff have access to information required in order to handle all interactions in a timely and informed manner, and in turn, to assure quality services are provided for other areas of ACC.
Develop standards, measurements, and continuous training to develop and maintain team as a world-class customer service provider.
Assist with call handling and call management, backing up staff as needed and serving as a role model for the team.
Manage the day-to-day training and communication with external customer support vendors. Ensure that vendor is up-to-date on all FAQs and emerging customer issues.
Guide and support staff with customer service issues and processes. Using sound judgment, make decisions to satisfy customer concerns and balance ACC business needs.
Support live educational programs held on-site and off-site with top-notch customer service as requested. Coordinate training and responsibilities for staff that travel to meetings and expos to represent the College.
Collaborate with the Data Integrity Team to ensure the accuracy of the business systems database, updates to the online store, refunds when applicable, reconciliation and adjustments associated with registrations.
Prepare monthly reporting that includes telephone and correspondence volume and topics; monitor, identify and act upon trends; use performance data to monitor and drive performance of the team and individual staff members.
Monitor service calls to observe employee demeanor, technical accuracy and adherence to ACC policies. Coach team to achieve high performance.
Identify and implement systems and knowledge bases related to the management of customer contacts.
Ensure the development of documented departmental procedures to ensure continuity of work.
Maintain harmony among team members and quickly resolves issues.
Study and standardize procedures to improve efficiency. Investigate and recommend new services and vendors to bring improvements and technological advancements to the team's systems.
Work continually towards self-development to stay current on customer service and supervisory procedures and practices.
Ensure an efficient training program and onboarding process is in place.
Assist with other duties as assigned.
Responsible for adhering to ACC's Organizational Accountabilities and the Member Services Core Accountabilities: Consistently demonstrate Member Services values in all business interactions and performance. Resource Center has identified the following as department values: Recognize and appreciate members and volunteers.
Maintain collaborative relationships with other staff, partners, and customers.
Deliver personalized service.
Assure honest, reliable, and accountable business relationships.
Lead by example.
Exhibit spirit of cooperation, showing adaptability and flexibility in work groups and with members. Support team goals, assists co-workers and shows appreciation for others.
Consistently interact with others in a courteous and professional manner.
Use all resources of office and position effectively. Make efficient use of the time and talent of others. Do not waste materials, supplies or time.
Show independence and initiative. Demonstrate creativity in problem solving, contributing new ideas and solutions.
Bachelor's degree or equivalent professional experience.
Minimum 5 years' experience in a call center, membership, or similar service unit.
Must demonstrate an ability to effectively lead and direct others; prior management experience strongly preferred.
Proficient with MS Office applications and Microsoft Outlook.
Demonstrated, successful experience with relational databases.
Excellent English language oral, written, and comprehension abilities.
Proficient mathematically and in preparing statistical reports
Experience with cross- and up-selling preferred.
Ability to travel occasionally.
ACC is proud to be an equal opportunity employer. EOE. M/F/D/V