VP of Member Engagement for an Innovative Healthcare Solutions Provider

Area : Orange County, CA

Description : Our client is an innovative healthcare solutions provider dedicated to serving the agricultural community. They are seeking a VP of Member Engagement to work closely with new and existing members to ensure an exceptional experience.  They will be responsible for driving the satisfaction, experience, and growth of new and existing members. This position works in close partnership with leadership and is responsible for the development and execution of organization-wide strategies to achieve or exceed service excellence goals.  

Responsibilities:

- Direct and lead member services team, setting and implementing comprehensive strategy that leads to continued and expanded positive member relationships

- Develop a deep understanding of who the company is and who their members are; and develop future relationships and connections that are all in alignment

- Build trust and long-term relationships with members via calling, client office visits/ meetings, attending events and representing the association (some of which are held on nights and weekends)

- Manage client accounts and attend networking events to develop referrals and contacts

- Develop, implement and manage a broad range of communication and engagement efforts for web, mobile, email, social, video and in person events. Research, write, and edit communications including newsletters and printed collateral

- Utilize, integrate, and interpret member experience satisfaction survey data to assist organization in its improvement efforts and promote optimal member outcomes and to develop an in-depth strategy to achieve goals

- Design and communicate the organizational-wide direction, development and implementation of member experience programs and initiatives

- Develop procedures and a workflow for the successful on-boarding of new members

- Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services

- Execute regular touchpoints with the members aimed at planning and monitoring value-add activities

- Continually assess programs for improvements; ensures effective communication between providers and member and family

Qualifications:

- Bachelor’s degree in health, hospitality, customer service-related fields, with greater than 10 years leadership experience in business development, sponsorship, sales, and account management

- Project management and leadership experience

- Demonstrated skill in human relations, communication, and change theory applications

- Understanding of statistical analysis and computer literacy

- Exceptional verbal and written communication skills coupled with outstanding listening skills

- Bilingual Spanish would be a plus

- Technical proficiency and expertise in using a wide range of communications applications, including Microsoft Office Products, such as Word and Excel and willingness to learn and master Aptify and Smartsheet technology

- Excellent problem-solving skills. High level of strategic, analytical, critical thinking skills

- Possession of an inquisitive and creative mind

- Exceptional attention to detail, strong presentation skills, providing details and clear notes of necessary compliance documents, trainings, and meetings

- Strong organizational skills, with the ability to prioritize and respond to shifting deadlines
 

Published : Dec 8, 2020

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