Palliative care is a rapidly expanding team-based medical specialty focused on improving quality of life for persons with serious illness and their families through relief of pain and other symptoms, communication about and support for person-centered goals, and continuity of care across stages of illness and settings of care. A growing body of evidence demonstrates that palliative care improves a patient’s quality of care and quality of life and markedly reduces the need for costly hospitalization. Palliative care is now widely available in larger U.S. hospitals, and, for the dying, in hospice. Because of its impact on the value equation, demand for the benefits of palliative care services across the full continuum of care is rising.
Established in 1999, the Center to Advance Palliative Care (CAPC) is a national non-profit institutional membership organization located at the Icahn School of Medicine at Mount Sinai. CAPC is devoted to increasing access to quality palliative care for seriously ill persons and their families across the United States. Originally supported entirely through philanthropy, CAPC successfully launched its organizational membership program in 2015. Membership organization types include health systems, hospitals, hospices, home health care, medical groups and others. CAPC has experienced significant membership growth and currently has 1,120 organizational members.
Palliative care is now well established and widely available (in hospitals and hospices), has high visibility, a strong evidence base, and is seen as a practical solution that can be implemented with reasonable investments in training and delivery system re-organization. As a result, at both national and local levels, interest is high in proven, efficient implementation support to ramp-up palliative care initiatives in all care settings.
CAPC serves as a major backbone organization for the field and pursues its mission through three strategies – building awareness and demand across a range of audiences, influencing supportive policy, and providing tools, technical assistance and training to support supply in terms of organizational capacity, workforce skills and effectiveness, and sustainable care models. We are the proven name brand for credible implementation support for palliative care.
Position Description The Vice President for Member Services is an executive-level position that will be responsible for coordinating all efforts of new business development and account management. Along with the CEO, COO and Executive Leadership Team, the VP will provide critical leadership in ensuring that CAPC’s membership strategies reflect the evolving health care sector.
The candidate must possess gravitas and executive presence. The candidate must also possess health care expertise and a proven track record of conceptualizing, developing and executing on vision-aligned strategies. The candidate will bring intellectual acuity and dexterity to lead both operational and strategic processes including a passion and ability to meet the needs of an entrepreneurial organization in a rapidly changing health care system.
The primary responsibility of the Vice President, Member Services is to provide the vision and leadership necessary to support the core membership strategies and vision in these areas:
Developing new business and ensuring high member retention
Continue collaborative working relationship with all CAPC departments, to ensure that membership campaigns and support systems are integrated with program development, reflect strategic priorities and respond to the existing and anticipated needs of current members.
Develop and deliver the strategy, advice, and service necessary to meet the organizational goals of significantly growing and maintaining membership in for a diverse health care audience.
Supervise the Member Services team of five staff.
Oversee the development of national membership campaigns that meet diverse health care audiences in all parts of the country.
Lead the Member Services team in developing collaborative relationships to ensure that campaigns and processes reflect member needs.
Work across CAPC department lines to create collaborative approaches to increasing membership growth and retention.
Obtain, analyze and disseminate data dealing with current membership trends, projected demographic changes, population shifts, etc. Must be able to analyze and interpret data to clearly articulate the effectiveness of and need for specific strategies.
Develop, articulate and implement strategies to meet the challenges of a changing external health care environment.
Ensure that technology is embedded and utilized throughout the department as a way of delivering services in a timely and cost efficient manner. Must keep current with external technological advances and determine how to integrate them into Member Services systems.
Work closely with Marketing & Communications leadership to ensure that core themes and messages are delivered consistently to targeted audiences in a manner that is in keeping with the Brand and meets the needs and expectations of specific audiences.
10 to 15 years senior-level management supervisory experience in a membership-based organization.
Experience in health care is a requirement. Knowledge of palliative care is a plus.
Demonstrated experience in new business development and membership retention strategies.
Extensive, varied, progressive and successful experience in an institutional membership organization
Experience in developing and managing departmental budgets.
Demonstrated financial acumen and ability in analyzing membership trends and impact on organization. Will work closely with the Director of Finance in developing reports and summaries.
Demonstrated experience working with large databases in order to fully understand current and projected member changes, audience shifts, economic forecasts, etc. Experience in translating data for use in developing business plans to meet future challenges.
Demonstrated experience and success in the integration of technology as a critical management tool.
High-level communication and persuasion skills in order to assist in “selling” vision, processes and programs to help increase membership.
Experience with Salesforce or similar CRMs.
Excellent Microsoft skills and experience in order to make presentations to internal audiences of varied backgrounds and experiences.
Demonstrated proficiency and experience in customer service with high standards of timeliness and responsiveness.
Demonstrated experience working in a highly collaborative environment where teamwork, collegiality and self-motivation were necessary for success.
Ability to work in a fast-paced entrepreneurial environment.
Bachelor’s Degree is required. Master’s Degree would be a plus but not necessary.
The Center to Advance Palliative Care (CAPC) is a national, non-profit organization that successfully uses business principles to promote social change in the health care field. It is particularly dedicated to increasing the availability of quality palliative care services in hospitals and other health care settings for people with life-threatening illnesses. CAPC provides health professionals wit...h the tools, training and technical assistance necessary to start and sustain successful palliative care programs in hospitals and other health care settings.