American Academy of Family Physicians Member Support and Operations Specialist I in Leawood, Kansas

Job Description

The Member Support and Operations Specialist is the frontline contact with our members/customers. The Specialist is responsible for effectively handling member and customer contacts through various communication channels: phone, chat, written correspondence. This role requires an ability to demonstrate problem solving skills which can include utilizing various troubleshooting techniques. A successful Specialist can engage in meaningful conversations by building rapport and further convey/demonstrate member value within the AAFP. The team’s goal is to ensure that member/customer requests are handled appropriately, professionally and timely. In addition, the Specialist handles data entry responsibilities, projects and filing. No travel required.

Essential Duties and Responsibilities:

  • Provide superior level of customer service to internal and external contacts.
  • Identify and handle member/customer contacts and inquiries completely, accurately, and timely regardless of channel (in and outbound phone, e-mail, mail, fax, etc.) in a fast-paced environment.
  • Resolve member/customer complaints and problems to the satisfaction of the member/customer, including any questions/issues requiring follow-up and exercises independent judgment within set guidelines.
  • Enter member/customer data and other relevant information into Association Management System or other data repository as required. Exceptional data entry skills are highly desired.
  • Educate the member/customer about AAFP’s products and services, maximizing the opportunity to inform them about AAFP Programs, Products, Projects and Services.
  • Maintain confidentiality of AAFP members/customers and data.
  • Participate in individual and team meetings.
  • Adhere to work schedule as planned.
  • Must be adaptable to an ever-changing environment.
  • Other duties as assigned

Required Experience

  • High school diploma or equivalent
  • Customer Service/communication skills
  • Strong ability to multi-task
  • Positive, professional and customer-oriented attitude
  • Exceptional verbal and written communication skills
  • Excellent data entry skills
  • Ability to organize and communicate information clearly
  • Problem solving and analytical skills
  • Accept coaching and direction
  • Patient, adaptable, team player
  • Proficient with computers, including excellent typing speed
  • Ability to handle a repetitive and varied workload
  • Knowledge of Excel and Word is helpful

EEO Employer/Vets/Disabled

Helping Family Physicians Advance Health

TTY 913-906-6333

Job Location: Leawood, Kansas, United States

Position Type: Full-Time/Regular

Tracking Code: 29-18