Membership Manager

SUMMARY:

Th Oregon Medical Association is a complex and fast-paced nonprofit organization that supports physicians and physician associates in their efforts to improve the health of Oregonians. The association stands at the forefront of numerous, quickly changing facets of healthcare in Oregon. The manager enjoys the privilege of directly assisting the OMA’s members.

The OMA is seeking a dynamic relationship manager to manage membership recruitment and retention activities, enhance member satisfaction, and increase the overall value of membership. The Membership Manager is responsible for planning and implementing initiatives, supporting membership growth, and supporting the OMA mission. The position requires excellent customer service and support to all OMA members, clinic staff, association partners, and other stakeholders.

This position will manage the membership dues process; has responsibility to maintain the association’s membership database including reports, database improvements and related projects; and will analyze membership data. The manager administers the OMA’s CRM platform and is the point of contact for OMA’s database vendors.

ESSENTIAL DUTIES

Membership Development: Manage OMA’s membership and recruitment activities. Develop and collaboratively implement a plan with the CEO and Vice President of Practice Advocacy for maintaining regular contact with prospective members and key decision-makers at medium and large groups. Collaborate with other OMA departments to create and administer member programs and services. Proactively contact members to increase engagement. Collaborate with internal teams to ensure the timely distribution of correspondence to members.

Member Support: Respond to member inquiries regarding member benefits, products and services, dues, renewals, membership issues, or routes inquiries to appropriate staff. Process new applications and facilitates the onboarding process.

Membership Operations: Initiate and work collaboratively with the finance department to coordinate processes connected to and in support of the OMA dues billing and allocation process. Assist with developing policies and procedures to increase efficiency and the quality of member services within the membership department and with other internal teams.

Database Development and Data Maintenance: Research and assist with developing best practices for iMIS, the association’s database. Implement policies and procedures to increase department efficiency. Train staff on database. Institute processes that ensure data cleanliness and integrity. Extract membership data to better target member communications and increase member engagement. Develop regular membership reports to facilitate data-driven decision-making.

Business Development: Maintain existing relationships and contracts with vendor partners. Work with the leadership team to review new opportunities to grow member benefits and collaborate with internal teams to promote partner products and services to members.

Data Analysis and Reporting: Develop and implement policies and procedures to increase department efficiency and ensure data cleanliness and integrity. Research and assist with developing and implementing best practices for iMIS, the association’s database. Train OMA staff and members, as appropriate, on iMIS database. Work with external consultants for making database improvements, collaborative resolution of deficiencies and issues identified, and the integration of other association technology platforms with iMIS database. Extract and analyze membership data to better target member communications and increase member engagement. Develop regular membership reports to facilitate data-driven decision-making.

Research: Perform research, gather, and engage with data on various topics, including prospective member information, market research, and industry events.

Membership Communications: Assist with developing relevant membership communication resources that use segmented member data to initiate targeted communications related to membership retention, growth, and value. Work with internal teams to improve integration of various communication systems and data into database.

Other: May provide staffing for committees or task forces as needed. May work with across departments on association projects and events including the Annual Conference.

CORE COMPETENCIES

· Strong relationship management and interpersonal skills

· High level of comfort with databases, and data analysis

· High level of comfort with all modes of communication including phone

· Commitment to providing excellent customer service

· Exceptional written and oral communication skills

· Experience working directly with clinicians, clinics and/or an understanding of the healthcare industry

· Ability to leverage data-driven insights to improve member retention and satisfaction

· Ability to work in a self-directed capacity

REQUIRED QUALIFICATIONS

• Bachelor’s degree

· Working knowledge of, and experience with the use of database systems (i.e., data entry. Production of queries, reports and forms)

· Excellent interpersonal, verbal/phone, and written communication skills

• Friendly, enthusiastic, and able to remain composed and positive in difficult situations

• Analytical, detail-oriented, and well-organized

• Ability to multi-task, prioritize, work independently, take initiative, and meet deadlines

· Strong attention to detail

· Strong proficiency with Microsoft Office software, including Excel

• Ability to work some evenings and weekends

PREFERRED QUALIFICATIONS

• Previous professional experience or education in the healthcare industry

• Previous experience using iMIS or other association management software

• Familiarity with professional or member associations, membership operations and development

· Previous experience with membership association communication tools such as electronic newsletters and email distribution lists

PHYSICAL DEMANDS

Work involves walking, talking, hearing, using hands to handle, feel or operate objects, tools, or controls, and reaching with hands and arms. Ability to sit at computer terminal for extended periods. Vision abilities required by this job include close vision and the ability to adjust focus.