Senior Member Relationship Manager

Background

The Senior Member Relationship Manager is a highly visible member of the CAPC team who is responsible for designing and implementing a customer experience program which has direct correlation to brand loyalty, membership retention and renewal revenue. The Senior Member Relations Manager must identify and address the needs of CAPC members to create customer journeys that include automated messaging, membership guides, group presentations, and high-level strategy meetings with leaders from member organizations. The candidate must also demonstrate the high value proposition of CAPC to our membership network. They will help members understand how to use CAPC products to reach program and organizational goals through engagement in the CAPC community and utilization of member resources. All these outreach efforts ensure that CAPC is effective in pursuing its mission of supporting members to improve care for patients with serious illness, and that CAPC retains member revenue to ensure organizational health. Member retention and member utilization of CAPC resources are the success metrics for the Senior Member Relationship Manager.

The insight and knowledge garnered from the Member Relations team’s direct contact with members informs customer-focused activities at CAPC including recruitment, content development, marketing, special projects, fundraising and research. The ability to understand each customer segment’s needs and challenges and the capacity to synthesize and articulate these insights to other departments is central to identifying gaps in and opportunities among CAPC offerings.

This position oversees two Member Relations team members and reports directly to the Senior Director of Member Services.

Roles and Responsibilities

• Lead strategic engagement efforts with CAPC member champions, prioritizing leadership groups within health systems and large member organizations.
• Participate in internal leadership meetings at member health systems as a CAPC representative to support relationship building and engagement efforts.
• Develop and implement tailored strategies to activate champions across enterprise and provider levels including hospitals, hospices, and medical groups.
• Work with member champions to develop strategies for the implementation of CAPC’s online clinical education at their organizations.
• Respond to inquiries from CAPC members, identifying resources and tools to aid in achieving their program and organization objectives.
• Design and maintain member engagement journeys that incorporate key touchpoints such as automated communications, strategic outreach, implementation resources, and strategy calls.
• Target at-risk members with proactive, high-touch outreach.
• Host members-only virtual events on how to use CAPC membership and how to increase utilization of CAPC resources among staff.
• Proactively reach out to CAPC members at renewal to gauge decisions, with health systems and other high value members as a top priority.
• Monitor dashboards and other data points to track usage, renewals, identify at-risk memberships, find growth opportunities and achieve KPI goals.
• Tracking member touchpoints through CAPC’s CRM, and oversight of the use of the CRM to identify opportunities for process/tools improvements.
• Collaborate with the Senior Director of Member Services to develop retention strategies and set annual goals.
• Support the recruitment team by offering presentations to prospective members about the value of CAPC membership.
• Identify upselling opportunities within existing CAPC memberships and partner with the recruitment team to implement a results-driven expansion plan.
• Ensure member relations activities are integrated with content development and reflect CAPC’s priorities by sharing case studies and member/user feedback with outer departmental colleagues.
• Oversee and supervise the training and day-to-day responsibilities of two Member Relations Associates.
• Represent CAPC at industry events through exhibiting and direct sales activities.
• Keep current on all CAPC resources and offerings.

Qualifications

• Bachelor’s degree required.
• Minimum five years of experience required; supervisory experience required.
• Knowledge of the health care field required; clinical or program development background or understanding of the dynamics related to care for people with serious illness preferred.
• Ability to effectively communicate in a remote, team-oriented environment.
• Demonstrated ability to manage multiple projects in parallel.
• Exceptional interpersonal skills, including poise with executive audiences.
• Thrives in a dynamic and fast-paced entrepreneurial environment.
• Demonstrated experience working with large databases to develop organizational insights. Experience with Salesforce a plus.
• Experience presenting to small and large audiences a plus.
• Capacity to persuasively communicate CAPC’s value proposition to prospective and existing member organizations.
• Excellent writing and communication skills.
• Excellent knowledge of the entire Microsoft Office suite.
• Ability to quickly learn new technologies, tools and processes.
• Annual travel to New York is required; additional occasional travel may be requested.

About the Center to Advance Palliative Care (CAPC)

The Center to Advance Palliative Care (CAPC) is a national organization dedicated to increasing the availability of quality, equitable health care for people living with a serious illness. The organization maintains national membership to support the growth of palliative care programs in health care organizations across the country and the world, and we deliver palliative care education to tens of thousands of clinicians each year. As the nation’s leading resource in its field, CAPC provides health care professionals and organizations with the training, tools, and technical assistance necessary to meet the needs of patients with serious illness.

CAPC aims to uphold the values of equity and inclusion, both in the work we do on behalf of patients, and in the makeup and functioning of our team. We are committed to supporting a staff that represents a constellation of perspectives and experiences, and we expect that all CAPC team members embrace these values.

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.

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.

Work Requirements

• CAPC is a division of the Geriatrics and Palliative Medicine Department at the Icahn School of Medicine at Mount Sinai. As Mount Sinai Health System employees, all CAPC staff must be vaccinated for COVID-19.
• This position is open to applicants throughout the U.S. and will be performed remotely
  • Must be comfortable with occasional travel

Compensation

Full-time, exempt position; starting $80-95k per year.

The Mount Sinai Health System (MSHS) provides salary ranges that comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for this role with CAPC (MSHS) is $80-95k annually. Actual salaries depend on a variety of factors, including experience, education, and operational need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

Benefits of Working at CAPC

• Collaborative work environment
• Access to professional development support and resources
• Access to a robust benefits package through the Mount Sinai Health System including comprehensive medical, dental, and vision plan
• Generous paid time off
• Employee wellness program
• Access to Mount Sinai discounts to shows, concerts, movies, and sporting events in the New York City area

Please apply to this job using this link: Center to Advance Palliative Care Submission Manager - Senior Member Relationship Manager