Job Title: Member Experience Manager
Organization: The Schwartz Center for Compassionate Healthcare

Location: 100 Cambridge Street, Boston, MA
Hours: 40 hours per week, Weekdays

Reports to: Director of Member Operations

ABOUT US:

The Schwartz Center for Compassionate Healthcare is a national nonprofit leading the movement to put compassion at the heart of healthcare. Research shows that when caregivers are compassionate, patients do better and are more satisfied. Caregivers find greater meaning in their work, experiencing less stress and burnout. Hundreds of healthcare organizations in the U.S., Canada, Australia and New Zealand are Schwartz Center members, in addition to 200 sites in the U.K. and Ireland that conduct our Schwartz Rounds program. Together, we are helping hundreds of thousands healthcare professionals provide compassionate care to millions of patients. Our operational budget is funded 59% by philanthropy, with funds coming from individual, corporate and foundation donors. Our membership revenue represents 41% of our operating budget.

ABOUT YOU:

You love customer service. You have experience planning and moving projects forward rather than just reacting. You see opportunities for improving how we reach, recruit and retain new members. You’re resourceful and are constantly learning and thinking innovatively. You work well independently and enjoy being part of a team. You’re a quick study and can roll with change. You want to be part of a nonprofit organization that is creating a better healthcare world.

ABOUT THE WORK:
The Member Experience Manager is responsible for supporting the member relationship throughout the membership life cycle. Responsibilities include managing the membership life cycle; supporting the Schwartz Rounds program; and oversight of invoicing process. This position works closely with the entire Membership Team and reports to the Director of Member Operations.

Member Experience Services

• Provides ongoing, front-facing support for Schwartz Center members and prospects, from initial inquiry, onboarding and throughout the member life cycle.
• Responds to new member inquiries and provides follow-up and logs communication activity.
• Develops positive relationships and provides ongoing support for Schwartz Center prospects and members.
• Distributes welcome and startup materials to new members.
• Assists members with learning management system and evaluation tools.
• Oversees the member pipeline and conducts informational webinars for prospective Schwartz Center members.
• Works with staff to maintain internal and external Schwartz Rounds schedules.
• Manages the Membership Team central email boxes and responds in a timely manner.
• Works closely with the Systems Integration Manager to ensure data integrity in Salesforce and across organization databases.
• Works closely with the Senior Accounting Analyst on membership invoicing and oversees the process.
• Reviews and responds to Schwartz Rounds evaluations.

Programs and Research

• Serves as producer for Informational, Office Hours, Compassion in Action and Unit Based Schwartz Rounds webinars, including coordinating registration.
• Coordinates registration for Facilitation Workshops.
• Serves as project manager for recognition programs including IMPACT Honors and the National Compassionate Caregiver of the Year Award.
• Provides research and programmatic support to the Chief Medical Officer as needed.

Communications

• Oversees the member community website.
• Produces the member newsletter.
• Coordinates and drafts all written communication to members.

Team Support

• Supervises Membership interns and volunteers who assist with Membership team related projects.
• Assists with special projects as assigned.
• Serves as backup for Membership team members as needed.

WE’RE A GOOD FIT IF YOU HAVE: 

• BA/BS and a minimum of 3-4 years customer service experience.
• A customer-service approach to serving members and colleagues.
• Business development experience (preferred).
• Good communication skills.
• Strong organizational skills, detail-oriented, and efficient.
• Salesforce or other database experience preferred.
• Comfortable with technology
• Strong commitment to quality work, customer service, and high productivity.
• Excellent computer skills including extensive knowledge of MS Word, Outlook, Excel, PowerPoint.
• Ability to think critically and creatively.
• Flexibility to handle multiple tasks at once.
• Skills to manage up and across.
• Comfortable working within the guidelines of a larger institution.
• High degree of initiative and independent judgment.
• Sensitivity, good judgment, relationship-building skills and overall standards of excellence in communicating with members and prospects in person, by phone, and through written correspondence.
• Ability to work under pressure.
• Desire to be a part of an organization that is creating a better healthcare world.

For a deeper look at our vision and team, read more here. 

TO APPLY:

In order to be considered for the Member Experience Coordinator role at the Schwartz Center for Compassionate Healthcare, please follow the steps listed below to apply for the position online:
1) Go to www.mghcareers.org
2) Under the Career Opportunities tab, click on Search Jobs and Apply
3) Under External Applicants, click on View and Apply for Open Positions (A new Window will pop up)
4) In the Job Number field, type in the Job ID number # 3119308
5) Follow the online instructions from there