The American Association of Nurse Anesthetists (“AANA”) is an organization that is in active transformation, so this kind of opportunity doesn’t come around often. We’re looking to add a talented Member Service Representative to our dynamic team of professionals who are deeply dedicated to advancing the nurse anesthesia profession. While work experience and educational preparation are certainly important, a can-do attitude and strong work ethic are the most desired characteristics for this position. All AANA colleagues are expected to foster a workplace culture that promotes divergent thinking, openness, respect, trust, and the desire to be epic!
As a critical member of the Membership Team, the Member Service Representative provides excellent customer service to our membership via email and phone by processing dues payments and assisting with student member onboarding while helping maintain overall database hygiene.
We require creativity and a strong working knowledge of Aptify to support the Membership Team colleagues in ways that ensure member issues are resolved and that the Member Service Team has the tools they need to be successful; a proactive customer service mindset is essential.
The Member Service Representative reports to the Manager of Membership Operations.
This is a temporary-to-permanent employment opportunity.
MAJOR DUTIES AND RESPONSIBILITIES:
Responds to member emails or forwards to appropriate staff for resolution
Accurately records member interactions in the Aptify Contact Log module
Follows up on customer inquiries not immediately resolved
Processes dues payments and facilitates student enrollments
Identifies, researches and resolves customer issues
Collaborates to solve problems for difficult issues with appropriate internal and external customers
Serves as an Aptify power user while creatively driving process improvements
Runs open contact logs from Aptify and assists in running reports for the Membership Team and management
Creates and manages exception reports and drives timely and accurate updates that ensure database hygiene
Acquires special projects based on personal interest and competencies
High school diploma or GED equivalent required; associates or bachelor’s degree preferred
5+ years working in a customer service environment
Experience working with Aptify Association Management System (AMS) required
Experience in proactively developing and improving processes
Must be curious with critical thinking and problem-solving skills
Strong team orientation
Excellent oral and written communication skills
Strong organization and detail orientation skills
Basic-to-advanced SQL programming knowledge a plus
The AANA proudly offers a phenomenal employee benefits package which includes:
BlueCross and Blue Shield of Illinois medical - Traditional PPO and Consumer Driven Health Plan (HSA)
401(k) with a competitive match and generous additional annual company contribution
Wellness program (cost covered by AANA)
Dental (cost covered by AANA)
Vision (cost covered by AANA)
Life (cost covered by AANA)
Paid office closure between Christmas Day and New Year’s Day
Generous time off for vacation
Employee referral bonus
As an equal opportunity employer, the AANA is committed to maintaining a workplace in which all employees have an opportunity to participate and contribute to the success of the business and are valued for their skills, experience, and unique perspectives. To provide equal employment and advancement opportunities to all individuals, the AANA strictly prohibits discrimination against all employees and applicants for employment on the basis of race, color, national origin, religion, sex, pregnancy (including childbirth and conditions related to pregnancy or childbirth), ancestry, age, disability, creed, genetic information, marital status, membership in the national guard, military service or veteran status, sexual orientation, gender identity or expression, or any other basis protected by applicable law. Accordingly, all employment decisions at the AANA, including but not limited to in recruiting, hiring, compensation, training, promotions, discipline, and termination will be made based only on individual merit, qualifications and abilities, and the AANA’s needs and resources.
Telecommuting is allowed.
About American Association of Nurse Anesthetists
Founded in 1931, the American Association of Nurse Anesthetists (AANA) is the professional association representing more than 54,000 Certified Registered Nurse Anesthetists (CRNAs) and student nurse anesthetists nationwide. CRNAs are anesthesia professionals who safely administer more than 49 million anesthetics to patients each year in the United States.