American Association of Post-Acute Care Nursing
TITLE: Member Experience Representative
DEPARTMENT: Membership
REPORTS TO: Director of Member Experience and Education Quality
CLASSIFICATION: Full-time, Exempt
SUPERVISES: None
WORPLACE: Primarily remote home office with ability to work in the Denver office, if location allows.
About us
Join a team that commits to embracing and contributing to a fully collaborative culture, starting by building authentic connections with teammates that establish and strengthen trust. We put our whole team first and always strive to make each other look good. We celebrate wins, recognize mistakes, and learn from both. A positive approach, teamwork, learning, and growing together are the primary focus for our organization.
The American Association of Post-Acute Care Nursing (AAPACN) represents more than 20,000 post-acute care nurses and professionals working in more than 6,00 facilities nationwide. Dedicated to supporting long term post-acute care (LTPAC) nurses and healthcare professionals in providing quality care, AAPACN offers members best-in-class education, certification, resources, and strong collaborative communities.
PRIMARY PURPOSE OF POSITION
The Member Experience Team of American Association of Post-Acute Care Nursing (AAPACN) is an integral part of creating the positive “AAPACN experience” for members. They directly interact with customers in a variety of ways, serving them by answering questions, maintaining current member record information, and educating current and prospective members on AAPACN education and resources available to support their professional goals. Member Experience Representatives also represent the members to internal staff as they notice, through their interactions and communications with members, trends of “pain points” that may be potential areas for organizational improvement.
ESSENTIAL DUTIES
- Direct customer service and support via mail, email, chat, and phone communications
- Database maintenance, process registrations, and update records
- Other administrative office support as requested
GENERAL REQUIREMENTS
The ideal candidate is first and foremost friendly, positive, and customer focused. This individual approaches all customer questions or concerns with helpful enthusiasm and a strong drive to problem-solve. This means diligently maintaining working knowledge of AAPACN policies and procedures, products, and technologies used, and applying this knowledge to assist members with completing basic account tasks, offer troubleshooting advice, or share product-related suggestions as solutions. They take ownership of following up with customers, even if they must first find additional information or must forward an issue to another department. A Member Experience Representative communicates clearly and effectively, both verbally and in written forms, and holds themselves and their teammates accountable to provide accurate information. This individual strives to make every interaction a positive one that keeps AAPACN members looking forward to the next time they interact with our staff.
Decision-making: This position requires strong problem-solving skills and the ability to make decisions necessary to address members’ needs. The decisions made are at a defined level and are based on policies and procedures already in place. This position may not alter policies or procedures of the department without consulting the department Director and/or Vice President.
Complexity: Tasks given are within established operations and are repetitive in nature. Good communication skills, strong analytical skills, and intermediate technological literacy are required to understand and accurately address customer questions or problems.
COMPENTENCIES
To perform the job successfully, an individual should demonstrate the following competencies:
- Willingness and enthusiasm to solve problems
- High level of critical thinking and analytical skills to identify appropriate solutions
- Resiliency and positivity when faced with challenging customers
- Confidence to speak or write clearly and persuasively in positive or negative situations
- Intermediate level of IT literacy, with proficiency in Microsoft products
- Ability to follow processes to maintain consistency in service delivery
- Strong teamwork skills
QUALIFICATIONS
Required
- High school diploma or equivalent
- Minimum two years of direct customer service experience
- Excellent communication skills, both verbal and written
- Outstanding customer relationship skills
- Minimum two years of experience using Microsoft products (especially Outlook, Word, Excel)
Preferred
- Associate’s degree
- Experience with Microsoft Teams platform
- Experience with multi-line phone system and/or call center experience
- Experience managing chat-based customer service communications
- Sales-based or up-selling experience
- Non-profit or association experience
- Healthcare-based knowledge or knowledge of the post-acute and long-term care industries
- Familiarity with CRM databases, such as Microsoft Dynamics
- Familiarity with learning management systems (LMS), such as Elevate or Oasis
- Familiarity with member discussion communities, such as Higher Logic
BENEFITS
- Medical, Dental, and Vision Insurance Plans
- Voluntary benefits including FSA and HSA options, identity protection, and pet benefits
- Employee Assistance Program (EAP)
- Flexible/open/discretionary Paid Time Off (PTO) policy
- 11 paid holidays in addition to the week between Christmas and New Year's Day
- Long-term disability, life, and AD&D insurance, covered 100% by AAPACN
- 401(k) Retirement Plan – eligible after one year of continuous employment, with a percentage match
WORKING CONDITIONS
- Monday through Friday, 7:00/8:00 am to 4:00/5:00 pm MT work week
- Occasional schedule changes as needed to meet team coverage needs
- Remote-based work
SAFETY HAZARDS
- Minimal
- General office working conditions
This position description does not list all of the duties of the job. You will be evaluated in part based upon your performance of the tasks listed in this position description. Management has the right to revise this position description at any time. The position description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
Job Type: Full-time
Pay: $41,714.00 - $58,890.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
- Work from home
Shift:
Experience:
- Customer service: 2 years (Required)
Work Location: Remote
