American Osteopathic Association

This is a hybrid position requiring 2 day, in person, in our downtown Chicago, IL office.

JOB SUMMARY

The Membership Coordinator serves in the Member Resource Center (MRC) in the delivery of exceptional customer service for all internal and external customers and ensuring a positive member experience. The Coordinator provides frontline support and is initial point of contact for all externally facing member/customer touch points (i.e.- phones, email, website etc.). Must demonstrate teamwork, integrity, initiative, and adaptability..

ESSENTIAL FUNCTIONS

• Manages, responds, and/or interacts with customers’ (members and non-members) inquiries via all customer touchpoints (i.e.-phone, email, web form etc.) to provide information and assistance.
• Record customer interactions, details of inquiries, complaints, and/or comments, as well as actions taken.
• Maintain highest level of customer service.
• Upsell/cross-sell AOA products and services that meet customer needs.
• Provide and maintain information regarding AOA’s policies, practices, and procedures.
• Handles financial transactions, membership dues payments, credits, adjusts payments, balances bank batches, and makes calls to collect on outstanding invoices.
• Identify and provide recommendations for process improvement and enhancements that better serve AOA’s customers.
• Maintains up-to-date knowledge of membership, CME and association programs, products/services, and policies to support inquiries to the department.
• Supports initiatives and/ or goals for the Membership Services Department and overall organization.
• Ensures data quality of information entered the system for customers.
• Works closely with manager to resolve difficult/unusual issues.
• Utilizes member support applications such as Outlook, Learning Management System platform, AOA databases; Nextiva Call Center applications and other AOA data support systems.

MINIMUM QUALIFICATIONS OR EXPERIENCE

Education:

• High school diploma or GED required.
• Bachelor’s degree or equivalent years of call-center experience preferred

Experience:

• 1-3 years in a customer service or higher-level operational position, preferably healthcare or an association setting.
• Call center experience is preferred.

SPECIAL SKILLS/EQUIPMENT

• Excellent Customer Service Skills.
• Strong attention to detail.
• Problem solving skills
• Excellent verbal, writing and interpersonal communications.
• Ability to work independently as well as collaboratively.
• Good organizational skills
• Intermediate to advanced in use of Microsoft Office applications
• Familiarity with association management software a plus.

PHYSICAL, MENTAL DEMANDS/WORKING ENVIRONMENT

PHYSICAL

• Sitting: 90%
• Standing/Walking: 10%
• Lifting: Minimal, less than 20 lbs.
• Vision: Computer, phone

MENTAL

Able to handle multiple responsibilities simultaneously.

ENVIRONMENT

• Hybrid Work Model
• Typical office environment

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

American Osteopathic Association is unable to sponsor work visas at this time.

American Osteopathic Association

This position is a hybrid work model based in Chicago, IL. This role will be required to be on site in our downtown Chicago, IL offices two days per week .

JOB SUMMARY

Collaborates with Department of Communications colleagues, and team members from other AOA departments to develop strategies to market AOA programs, services, and benefits to target audiences. Executes integrated, multi-channel campaigns to promote AOA programs and services such as board certification and events to key audiences; and to market osteopathic medicine/physicians to consumers. Tracks and evaluates effectiveness and return on investment of marketing campaigns.

ESSENTIAL FUNCTIONS

• Works with assigned AOA departments to determine marketing needs based on business goals.
• Manages pay-per-click (PPC) advertising campaigns on platforms such as Google Ads, and optimizes ad copy, keywords, and bidding strategies for maximum ROI.
• Develops tactical marketing plans using objectives, strategies, tactics, and measures.
• Utilizes project management skills to successfully execute projects on time and on/under budget.
• Measures and reports impact of marketing efforts to drive engagement, improvements.
• Coordinates with Department of Communication colleagues to complete all elements of plan/project – copywriting, photography, multi-media design, digital/social content – and maximize impact across all channels.
• Helps write and edit copy for all marketing materials/channels.
• Ensures compliance with brand standards in all marketing communication channels. Obtains necessary approvals.
• Conducts market research to identify emerging trends in digital, association and healthcare marketing and proposes strategies to increase reach and impact of key marketing initiatives. Shares best practices.

SPECIAL PROJECTS

Project work may include but is not limited to:

• Management of AOA Morning Brief advertising and content
• Marketing and support for Annual Meeting, OMED conference, and other AOA events
• Assistance with Annual Osteopathic Medicine Professional (OMP) Report
• Assistance with AOA Annual Report
• National Osteopathic Medicine Week communications

MINIMUM QUALIFICATION OR EXPERIENCE

Education:

BA in marketing, communications, or related field

Experience:

• 5 – 8 years progressive marketing experience.
• Association and/or healthcare experience preferred.
• Proven experience in digital marketing, including campaign management and content creation.
• Strong knowledge of digital marketing tools and platforms (e.g., Google Ads, Facebook Ads Manager, email marketing software, SEO tools).

SPECIAL SKILLS/EQUIPMENT

• Experience with CRM and e-mail marketing tools
• Proficient in Microsoft Office, HMTL/WordPress a plus
• Experience developing/implementing marketing plans & integrated campaigns
• Excellent project management skills, ability to multitask and prioritize, attention to detail
• Ability to multi-task and prioritize workload
• Effective interpersonal/negotiating skills
• Strong problem solving skills
• Strong verbal and written communication skills, knowledge of AP style
• Team-oriented with strong relationship building skills
• Budget management skills

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

American Osteopathic Association is unable to sponsor work visas at this time.

American Osteopathic Association