Member Services Representative (Remote)

SUMMARY

As part of the Membership Team, the Member Services Representative’s responsibilities include participating in a team providing world-class, concierge member service. This position will work closely with the Lead Member Services Representative and other Member Services Representations to ensure member issues are quickly and accurately resolved and recorded. A member-first, service mindset is essential. All staff are expected to foster a workplace culture that promotes divergent thinking, openness, respect, trust and the desire to be epic.

This position is a remote role.

MAJOR DUTIES AND RESPONSIBILITIES

Member Services

• Assist members by answering questions and providing information via phone, email, and live chat.
• Maintain accurate contact logs of member interactions.
• Follow up on customer inquiries not immediately resolved.
• Process dues payments and other transactions.
• Serve as AANA receptionist and switchboard operator, as needed.

Operations

• Serve as team curious team member who looks for process improvements and works with others to implement them.
• Help maintain an internal knowledge base.
• Participate in database hygiene duties and processes to ensure updates are timely and accurate.

Other duties as assigned.

KNOWLEDGE & SKILLS

Experience:

• Minimum 2 years in a customer service environment.
• Experience working with Association Management Systems (AMS) such as Aptify, Personify or iMIS is preferred.
• Experience in proactively developing and improving processes.
• Must have critical thinking and problem solving skills.
• Must have a strong team orientation.
• Must be organized and detail orientated.

Education/Certification/Licenses:

High school diploma or GED equivalent, associates or baccalaureate degree preferred

Qualifications & Other Skills:

• Excellent written and verbal communication skills.
• Must have a strong team orientation.
• Must be organized and detail orientated.

A Little Bit About Us:

Founded in 1931, the American Association of Nurse Anesthesiology (AANA) is a professional association representing more than 59,000 Certified Registered Nurse Anesthetists (CRNAs) and student registered nurse anesthetists nationwide! Check out more info on our website here: AANA.com

Why work at AANA?

In a group of about 120 staff members, the culture at AANA and appreciation for work-life balance is unmatched. At AANA, we put our employees first and understand they are our greatest asset. Leadership at AANA has open eyes, open ears, and open minds. Our goal is to continually find ways to improve both the CRNA profession and overall employee experience for our staff.

Need proof? We not only “talk the talk” but also “walk the walk”. Check out some of our benefit highlights below that support all of this “talk”!

• Paid Vacation time with a 5-day rollover each year
• You’ll also accrue 1 sick day per month which rolls over from year to year
• Flexible work schedule and ability to work either with a hybrid schedule (1-2X in office per week) or fully remotely based on your role
• AANA has Summer Hours (every Friday off) from June through August. Oh, and we’re currently doing a test pilot for a PERMANENT 4-day work week…yes, you read that right.
• Paid Winter Closure- AANA is closed from December 25th through January 1st each year.
• On top of our winter closure, AANA recognizes 10 paid holidays, additionally:
  1. 1 “Culture/Heritage Day” per year for those that want to celebrate a holiday that is relative to their culture and/or heritage
  2. 1 “Volunteer Day” per year- exchange one workday per year for a full day of volunteering at a non-profit organization of your choice
• Vision, Dental, Basic Life & AD&D covered at 100% by AANA and low-cost employee premiums for BCBS Medical Insurance, HSA & FSA options also!
• Paid Parental Leave
• Work-Life Balance Program
• Our 401(k) plan has a company match of $.50 on each dollar for the first 4% of the employee contribution; the AANA also contributes a lump-sum deposit into your 401(k) account each year, equal to 5-9% of your base pay

Our Core Values:

Integrity: We do the right thing, always.

Member Centered: We put members first. We deliver world-class experiences that create long-lasting relationships. 

Diversity, Equity, Inclusion: We seek diverse, equitable and inclusive collaboration with our members and staff.

Advocacy: We shape the debate on important healthcare issues and ensure that our members have a voice. 

Growth Through Excellence: We commit to being a learning organization that delivers results through innovation, collaboration and servant leadership for our members and staff.