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The Senior Member Relations Associate plays an important role in CAPC's member retention strategy. This person is responsible for managing a portfolio of health care organizations to ensure engagement and maximize renewal. This may include hospitals, safety net providers, and specialty care centers. This Senior Associate conducts strategy calls with members at various points in a member organization's given term, helping members maximize CAPC resources to improve care quality for people with serious illness. The Member Relations Associate also connects with member organizations during their renewal time to answer common payment questions and help them strategize for the coming year. This person would also host a monthly member relations engagement webinar for all members. In addition to direct member engagement, the Senior Associate is responsible for keeping key member contact information current to ensure delivery of important correspondence. These activities with members ensure that CAPC retains both member revenue and our ability to support palliative care programs through membership; member retention is a high priority of the Member Relations Associate.
This position reports directly to the Senior Manager of Member Relations.
About the Center to Advance Palliative Care (CAPC)
The Center to Advance Palliative Care (CAPC) is a national organization dedicated to improving quality of life, advancing health equity, and strengthening care delivery for people living with serious illness, and their caregivers. We provide health care professionals and organizations with the tools, training, and insights necessary to make health care work better for everyone.
CAPC is funded through organizational membership and the generous support of foundations and private philanthropy. It is part of the Icahn School of Medicine at Mount Sinai, in New York City.
Responsibilities

• Maintain supportive relationships with assigned member organizations via regular outreach and engagement.
• Promptly respond to inquiries from members about CAPC resources, user access, engagement, renewal, and anything related to their membership.
• Proactively maintain accurate member information in Salesforce, CAPC's customer relationship management (CRM) tool, such as member addresses, email domains, membership roles, etc.
• Conduct personalized strategy calls and online tours of CAPC member resources, technical assistance tools, and training content with members as needed.
• Develop and maintain a strong working knowledge of all CAPC offerings, including clinical training courses, to confidently discuss resources and guide members to relevant information.
• Identify and proactively engage members at risk of not renewing and work closely with Finance team members to resolve payment issues.
• Host regularly scheduled member relations virtual events designed to demonstrate how members can best leverage CAPC resources at their organizations.
• Collect and synthesize member feedback to inform future product development and effective messaging.
• Assist members with user account management, particularly during organizational mergers, and engage CAPC's IT support team to troubleshoot as needed.
• Provide reports to member organization leaders as requested and instruct them on how to access reports via capc.org.
• Provide staffing coverage for other team members as needed (e.g., PTO).
• Occasionally represent CAPC at industry events.
• Other duties as assigned

Qualifications

• Minimum bachelor's degree or greater preferred, or combination of applicable experience or education.
• 3+ years' experience (5 preferred), managing and administrating program activities for assigned area.(Healthcare and/or Association Membership background preferred)
• Knowledge of the health care field, in particular serious illness and palliative care, strongly preferred.
• Ability to effectively communicate in a team-oriented environment.
• Strong critical thinking, verbal, and interpersonal skills.
• Ability to engage with diverse audiences (e.g., physicians, nurses, social workers, leaders, front-line workers, etc.) during hosted webinars and personalized meetings.
• Strong proficiency with webinar and virtual meeting platforms (i.e., Zoom).
• Demonstrated ability to manage multiple projects in parallel.
• Thrives in a dynamic and fast-paced entrepreneurial environment.
• Experience working with CRMs required; knowledge of Salesforce a plus.
• Excellent writing and communication skills.
• Proficient with entire Microsoft Office suite, specifically Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint, and Teams.
• Ability and willingness to learn new technologies, tools, and processes. Experience working with project management tools (e.g., Basecamp) a plus.
• Willingness to perform a broad range of activities from administrative tasks to strategy discussions with health care leaders.

About Us
Strength through Unity and Inclusion
The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai's unparalleled legacy of achievement, education, and innovation as we work together to transform healthcare. We encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual.
At Mount Sinai, our leaders are committed to fostering a workplace where all employees feel valued, respected, and empowered to grow. We strive to create an environment where collaboration, fairness, and continuous learning drive positive change, improving the well-being of our staff, patients, and organization. Our leaders are expected to challenge outdated practices, promote a culture of respect, and work toward meaningful improvements that enhance patient care and workplace experiences. We are dedicated to building a supportive and welcoming environment where everyone has the opportunity to thrive and advance professionally. Explore this opportunity and be part of the next chapter in our history.
About the Mount Sinai Health System:
Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 48,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time - discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients' medical and emotional needs at the center of all treatment. The Health System includes more than 9,000 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics, top 5 in Cardiology/Heart Surgery, and top 20 in Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report's "Best Children's Hospitals" ranks Mount Sinai Kravis Children's Hospital among the country's best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 11 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek's "The World's Best Smart Hospitals" ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally.
Equal Opportunity Employer
The Mount Sinai Health System is an equal opportunity employer, complying with all applicable federal civil rights laws. We do not discriminate, exclude, or treat individuals differently based on race, color, national origin, age, religion, disability, sex, sexual orientation, gender, veteran status, or any other characteristic protected by law. We are deeply committed to fostering an environment where all faculty, staff, students, trainees, patients, visitors, and the communities we serve feel respected and supported. Our goal is to create a healthcare and learning institution that actively works to remove barriers, address challenges, and promote fairness in all aspects of our organization.