What are the responsibilities and job description for the Member Manager: Membership Programs position at Pennsylvania Medicine?

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity : Corporate Services

Department : Corporate Patient Services

Location : HUP, Centrex, ground floor

Hours : M-F, 8 : 00am-5 : 00pm

The Member Manager plays a pivotal role in supporting and facilitating the operations of Penn Medicine's specialized membership programs, which provide 24 / 7 access to personalized healthcare services. In this role, the Member Manager will serve as the primary contact for membership inquiries, renewals, and member support. They will collaborate on developing value-added services and ensure an exceptional member experience by coordinating and aligning resources to deliver seamless and elevated service to all members.

Key responsibilities include working closely with leadership, care coordinators, and cross-functional teams to support the strategic goals of the membership programs. The Member Manager will facilitate operational excellence and act as a knowledgeable resource for members, offering information on membership benefits and program options. This role demands a commitment to quality, teamwork, and continuous improvement to enhance the member experience and contribute to the program's ongoing success.

Accountabilities

Business Development :

Support the development and implementation of strategies to expand the membership programs.
Identify and communicate opportunities for growth among individual members and corporate accounts.
Build and nurture relationships with members and corporate clients to encourage program participation and retention

Program Facilitation :

Work alongside care coordinators and internal teams to maintain high service standards and member satisfaction.

Contribute to initiatives that enhance the Passport membership's value, continually improving member experiences.

Client and Account Support :

Act as the primary point of contact for member inquiries, onboarding, and renewals for both individual and corporate clients.

Facilitate contract management, billing, and communications processes to ensure a smooth experience for all members.

Marketing and Outreach :

Collaborate with leadership and the marketing team to raise the membership program's visibility within Penn Medicine and to external audiences.

Represent the program at industry events, conferences, and networking opportunities.

Partner with Personalized Care and care coordinators to explore opportunities to upgrade existing members and increase membership referrals.

Member Engagement Initiatives :

Conduct periodic check-ins with members to ensure ongoing satisfaction and to identify opportunities for enhanced services or upgrades.

Coordinate and manage membership satisfaction surveys, analyzing feedback to inform continuous improvement efforts.

Develop and implement personalized engagement plans to enhance member experiences, including onboarding orientations, tailored follow-ups, and proactive outreach during key membership milestones.

Collaborate with the care team to ensure members are well-informed about program benefits, wellness resources, and available services to maximize their program value.

Cross-Functional Responsibilities :

Work closely with the Account Manager to ensure continuity and cohesion between programs, especially when members require multiple services.

Collaborate on initiatives to align service delivery, marketing, and operations for consistency across programs.

Provide support across functions as needed to maintain high standards of service.

Share insights and data with program leadership to inform growth strategies, aligning efforts in business development, client relationship management, and financial performance.

Collaborate on unified marketing initiatives that complement both programs, ensuring consistent messaging and branding.

Performs duties in accordance with Penn Medicine and entity values, policies, and procedures

Other duties as assigned to support the unit, department, entity, and health system organization

Minimum Requirements

Required Education and Experience

H.S. Diploma / GED is required (Bachelor's is preferred).

5 years ofProven experience in business development, contract management, and client relationship management within the healthcare sector is required.

In-depth knowledge of healthcare delivery systems and a commitment to providing top-tier service to individual and corporate clients is required.

Required Skills and Abilities

Strong leadership skills with a demonstrated ability to manage complex programs and drive operational efficiency.

Exceptional communication skills, both written and verbal, with the ability to engage with senior leadership and corporate clients.

Financial acumen with experience managing budgets and achieving revenue goals.

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

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Member Manager: Membership Programs

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