Do you enjoy the diversity of tasks a day brings? Are you eager to learn and grow through collaboration on membership support? The National Hospice and Palliative Care Organization (NHPCO) is seeking a Member Services Coordinator/Receptionist to serve as an essential member of the Solutions Center (call center). Reporting to the Vice President, Technology & Solutions, the Member Services Coordinator/Receptionist will split time as the primary receptionist for a mission-focused organization while providing exceptional customer service. The ideal candidate will be proactive, personable, resourceful, and efficient while maintaining a high level of professionalism and confidentiality.
This role is based in Alexandria, VA and is eligible to work a hybrid telework arrangement. NHPCO offers a competitive benefits package, to include medical, dental, vision coverage, flexible and generous leave, and paid holidays. Essential Duties and Responsibilities include the following. Other duties may be assigned.
Serves as the initial organizational “presence” in person and on the phone for all organizations (NHPCO, NHF and HAN).
Ensures all phone calls are answered and redirected accordingly. Retrieves, responds, and/or forwards voicemail messages left on main switchboard.
Monitors and responds to all web-site inquiries delivered to all organizations’ general email inboxes.
Directs informational requests to the appropriate department or staff person.
Processes all incoming mail daily, which includes checks and invoices for various departments.
Responsible for all incoming and outgoing package deliveries by coordinating with couriers and/or shipping vendors to ensure timely pick-up/delivery.
Member Services Coordinator:
Coordinates with the membership department on provider assistance, including roster management.
Serves as point of contact for assigned providers, sharing the value of membership.
Maintains the membership database, including entering and updating membership records.
Processes new membership applications and member renewals.
Assists with mailing acknowledgement letters to new and renewing members.
Provides phone coverage in the Solutions Center. Answers members’ questions, including general membership information, conferences, membership status, and orders.
Monitors and responds to the Solutions Center email inbox.
Provides phone coverage for the Consumer InfoLine (general public). Answers questions regarding general information on hospice and palliative care as well as consumer brochures and advance directive forms.
Performs outreach to NHPCO Members to ensure customer satisfaction, identify problems and provide solutions.
Processes registrations, payments, and cancellations for NHPCO meetings, conferences, webinars, and other educational events.
Provides NHPCO attendees with needed registration confirmations, invoices, and other conference-related materials.
Monitors and responds to the membership email inbox.
Provides technical assistance to providers via telephone and email related to performance measure data collection and submission, including but not limited to, uploading provider employee roster information into the survey tool, creates the provider portal for the survey and troubleshoots survey problems on behalf of providers with the vendor, as needed.
Performs other administrative duties for the Solutions Center and related areas, including maintaining member records, word processing, mailing, filing, faxing and other administrative tasks that may be assigned.
Competencies To perform the job successfully, an individual should demonstrate the following competencies:
Time Management/Organizational: Ability to establish priorities, meet deadlines and accomplish various administrative functions in an accurate and timely manner.
Service Oriented: Acts professionally when interacting with others; consistently demonstrates concern and courtesy towards colleagues and customers; treats all people respectfully; takes personal responsibility for correcting problems; responds promptly and courteously to ensure highest level satisfaction is always provided.
Collaboration/Teamwork: Ability to respectfully listen to ideas, opinions and concerns of others while working cooperatively with others on interdependent goals and foster a collaborative environment that drives work in the same direction of NHPCO’s mission, vision, and values.
Values Diversity and Inclusion: Treats all individuals fairly and respectfully, works effectively with others, regardless of their background, position, or status; ensures that opportunities are equally available to all; respects different values and viewpoints.
Problem Solving: Generates creative approaches to addressing problems and opportunities; identifies and weighs options, makes sound decisions after reviewing all relevant information; anticipates and plans for potential problems; takes calculated risks; recognizes impact of solutions.
Communication: Ability to communicate effectively, both orally and in writing.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
High School Diploma required, Bachelor’s degree preferred, along with one year of experience in a responsible administrative or customer service position.
Strong working knowledge of the Microsoft Office suite and experience in membership database maintenance.
Ability to work extended hours during peak times.
NHPCO requires all employees to be up-to-date and fully vaccinated from the COVID-19 virus as a condition of employment, subject to accommodation. If hired, you will be required to show proof that you have received the COVID-19 vaccine(s) or have a valid religious or medical reason not to be vaccinated.
About National Hospice and Palliative Care Organization
As the leading organization representing hospice and palliative care providers, NHPCO works to expand access to a proven person-centered model for healthcare—one that provides patients and their loved ones with comfort, peace, and dignity during life’s most intimate and vulnerable experiences.
Founded in 1978, NHPCO is the nation’s largest membership organization for providers and professionals who care for people affected by serious and life-limiting illness. Its broad community of members includes local hospice and palliative care providers, networks serving large regions of the United States, and individual professionals.