Job Summary
The Member Services Specialist serves as a liaison between health centers and the Texas Association of Community Health Centers (TACHC), ensuring all Federally Qualified Health Centers (FQHCs) in the State of Texas are aware of the benefits of TACHC membership and utilizing appropriate TACHC services. The Member Services Specialist serves as the primary point of contact with health centers and works directly with them to identify their needs and assess gaps that TACHC and affiliate services could help the health center in meeting their goals for quality, efficiency, and staff and patient engagement. The Member Services Specialist will work with health centers and TACHC program leads to develop an engagement plan to match center needs with TACHC programs and provide ongoing follow-up to support the health centers as they utilize TACHC services.
Duties and Responsibilities
· Serve as initial point of contact for all health centers seeking TACHC services
· Manage and monitor health center engagement to maximize the benefit health centers gain from TACHC’s training, technical assistance, and affiliate services.
· Contribute to strategic planning for member engagement, analyzing trends, feedback, and engagement data to identify opportunities for enhancing TACHC’s value to members
· Collaborate with TACHC departments and program leads to coordinate outreach and align engagement strategies with TACHC’s broader goals
· Track, analyze, and periodically report on health center engagement data in the association management database, identifying trends and satisfaction levels to inform strategy
· Engage in proactive outreach to members who may be underutilizing services, conducting periodic check-ins or needs assessments
· Support or coordinate events, such as conferences, workshops, and webinars, to promote TACHC’s services to new and existing members
· Stay updated on industry trends, FQHC needs, and healthcare best practices to inform support and guidance provided to health centers
· Evaluate and assess opportunities to meet with health centers to increase engagement with TACHC programs and services
· Continuously monitor satisfaction with training, technical assistance and group purchasing services, primarily through feedback, to detect and correct any dissatisfaction with services
· Create and customize individual health center engagement plans to help align current needs and goals with TACHC and affiliate programs and services
· Cultivate a deep understanding of all TACHC services, department training and technical assistance opportunities, and affiliate program services and benefits to be able to connect with appropriate technical assistance
· Identify opportunities to refine TACHC services to better meet health center needs
· Identify new opportunities to meet health center needs
· Track and analyze health center engagement data in the association management database.
· Provide onboarding support to health center Executive staff and new TACHC members to make them aware of all TACHC programs and services
· Manage the process for collecting membership dues
· Provide staff support to the TACHC Membership and Nominations Committee
· Make presentations on TACHC programs/services and those of affiliates
· Coordinate information requests with the appropriate TACHC programs to respond to stakeholder requests for information and resources
· Manage and maintain the accuracy and recording of membership information and report changes internally to TACHC staff and externally, as needed
· Manage the TACHC needs assessment survey, evaluate data and report results
· Other duties as assigned
Knowledge, Skills and Abilities
· Excellent written and oral communication skills, including strong writing, editing and presentation skills
· Ability to effectively use a variety of communication techniques including face-to-face, telephone and written communication
· Ability to work as part of a team
· Ability to independently plan, organize, prioritize, schedule, coordinate and make decisions related to assigned tasks
· Strong customer service orientation, positive attitude, self-motivated, change oriented
· Strong research and analysis skills
· Exposure and/or experience to principles and tactics for improving member relations
· Ability to multi-task and prioritize projects
· Strong computer skills – Excel, Word, PowerPoint, Access
· Ability to travel up to 40% of time
Credentials and Experience
· Bachelor’s Degree from accredited university or college in business, health care or related field and 2 years relevant experience; or an equivalent combination of education and experience.
· Proficient with Microsoft Word, Excel, Power Point, and Adobe Acrobat
· Experience with Association Management Software (Preferred)
· Experience with Learning Management Software (Preferred)
· Spanish language skills (Preferred)
Benefits:
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Austin, TX 78735
