The Membership Engagement Specialist provides operational support and member services by resolving inquiries, managing accounts, and maintaining data integrity within the CRM. They also identify process improvements and coordinate with internal teams to enhance the overall member experience across various programs.
At HIMSS, we are a catalyst for change in the health and wellness ecosystem. Guided by our vision to realize the full health potential of every human, everywhere, and our mission to reform the global health ecosystem through the power of information and technology, we embrace transformation as our “why” and technology as our “how.” As one of the largest and most experienced global healthcare associations, we know that true progress requires fresh perspectives, bold solutions, and collective action. Join HIMSS and be part of reimagining the future of health and wellness!
Position Purpose: This position provides member service and operational support for HIMSS membership programs. The role responds to member questions, assists with membership account needs, and helps members navigate HIMSS systems, resources, and services across phone, email, and online channels.
Supporting membership operations, this role maintains accurate member information, processes membership activity and renewals, and works closely with members and internal HIMSS teams to resolve member and operational issues and coordinate solutions across teams. The role proactively identifies opportunities to improve the member experience across Individual Membership, Chapters, Organizational Affiliates (OA), Corporate Membership, EHRA, Non-Profit Partners (NPP), Alliances, Communities, and other engagement programs.
Working within established policies and organizational objectives, this position exercises sound judgement to resolve issues, determine when escalation is appropriate, and identify and implement practical improvements that strengthen service delivery, data quality and operational efficiency.
Essential Functions:
Respond to and resolve member inquiries and service issues received through general membership inboxes, phone lines, and other service channels in a timely manner. Prioritize requests, coordinate with internal teams on cross-functional issues, and ensure appropriate follow-through.
Assist members with account questions, membership status, renewals, invoices, receipts, and available membership resources, applying knowledge of HIMSS membership programs and policies to determine appropriate solutions.
Maintain the accuracy and integrity of member and contact information in the Customer Relationship Management (CRM) system and related tools. Review data quality issues and recommend practical improvements to enhance accuracy and consistency.
Support membership processing, including sending membership documents, tracking renewal dates, updating agreement information, and following up on invoices. Identify opportunities to streamline processes and improve member communications.
Serve as a knowledgeable resource for members navigating the Member Portal and other membership systems. Troubleshoot common issues, identify system or process gaps, and coordinate with internal teams when more complex technical assistance is required.
Maintain organized membership records, contact information, shared files, and other operational documentation used by the membership team to ensure information is accurate, accessible, and current.
Prepare, analyze, and interpret membership and service data to identify trends, recurring issues, data quality concerns, and opportunities to improve team workflows.
Develop and coordinate member communications, including messages, reminders, confirmations, resources, and other service-related updates. Recommend refinements based on member needs and recurring questions.
Provide operational support for member committees and other membership activities, including scheduling, list maintenance, document distribution, and routine coordination
Support member engagement activities at the HIMSS Global Health Conference, chapter events, and other HIMSS programs.
Support and improve the member onboarding experience by providing guidance on membership benefits, services, systems, and resources and identifying opportunities to improve onboarding communications and processes.
Develop and maintain knowledge resources, procedures, FAQs, and other materials that improve consistency, efficiency, and the member experience.
Identify recurring member questions, service issues, process inefficiencies, and system limitations. Analyze root causes and recommend solutions, process improvements, or appropriate escalation paths.
Apply HIMSS policies, service standards, privacy requirements, and operational objectives when evaluating and resolving member requests. Exercise appropriate discretion and escalate issues when established procedures do not fully address a situation.
Perform other related duties as required or assigned that contribute to effective membership customer service and departmental operations.
Other Functions:
Participate in shared operational support activities, including routine request and ticket triage, prioritization, issue resolution, and process improvement.
Provide operational support during high-volume periods, events, deadlines, and other departmental needs.
Maintain knowledge of team processes and provide basic coverage for routine membership support activities when needed.
Participate in team meetings, training, and process updates to maintain current knowledge of membership services and procedures
Required Qualifications:
Bachelor's degree or equivalent combination of education and experience.
Two or more years of progressively responsible experience in customer service, administrative support, membership support, or related experience preferred.
At least one year of experience using a CRM, customer service, or project/work management tool, such as Monday.com, to track requests, support workflows, and maintain accurate data.
Strong analytical and problem-solving skills, with the ability to evaluate information, identify trends and root causes, assess alternatives, and recommend practical solutions to member service and operational issues.
Ability to exercise sound judgment and discretion when evaluating member and operational issues, determining appropriate actions, and resolving matters within established policies and organizational objectives.
Comfort working with basic data entry, spreadsheets, email, shared inboxes, and standard office technology.
Excellent written and verbal communication skills with the ability to communicate clearly, professionally, and respectfully by phone, email, and in person with a wide range of stakeholders.
Detail oriented with strong organization and follow-through.
Ability to identify process inefficiencies, suggest practical improvements, and create tools or resources that enhance team workflows and service consistency.
Ability to work independently within established processes, exercise appropriate discretion, and determine when consultation or escalation is appropriate.
Ability to work collaboratively with internal and external stakeholders while maintaining confidentiality, professionalism, and strong customer service standards.
Preferred Qualifications:
Experience using Monday.com, Salesforce or similar CRM/work management platforms to track member/customer interactions, manage workflows or support reporting.
Working knowledge of customer service or service desk operations, including intake, triage, escalation and resolution tracking.
Experience with workflow automation, dashboards, reporting, or data quality initiatives within a technology-enabled service environment.
Why we love HIMSS, and why you will, too:
Diverse, collaborative, and winning team environment.
Flexible working arrangements, opportunity to work hybrid.
Comprehensive healthcare coverage.
Generous paid time off, including time off to volunteer!
Well-being programs to support all of your emotional, physical, and financial needs
Emphasis on continuous learning and development.
Are you a Changemaker? Together, we’ll do amazing things for healthcare.
HIMSS is an Equal Opportunity Employer: Vets/Disabled
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