The Vice President of Member Services is an executive-level position that is responsible for new member acquisition, membership retention, member satisfaction, account management, and member feedback. He/she develops and implements strategies that ensure that the organization meets or exceed member revenue targets and member growth goals by member segment. She/he is part of CAPC’s leadership team and has direct input on organization-wide strategic plans and initiatives. The incumbent leads negotiations with potential partners as well as high-value members.
The Vice President of Member Services leads a department of five (two account managers and three sales staff) and must possess gravitas and executive presence. The candidate must also possess health care expertise, a working knowledge of membership best practices, and a proven track record of conceptualizing, developing and executing on vision-aligned strategies. CAPC members are organizations, not individuals, so experience identifying and engaging champions and decision-makers at small and large organizations is vital. 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.
A primary responsibility of the Vice President, Member Services is to provide the vision and leadership necessary to support the organization’s core membership strategies and vision.
Serve as an active participant on CAPC’s leadership team, which develops the organization’s high-level, multi-year strategies and provides direction to all areas of CAPC.
Develop and implement strategies that result in new business and ensures high member retention.
Foster 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 for a diverse health care audience.
Develop annual recruitment, retention, and budget goals for the organization’s diverse membership.
Develop comprehensive membership acquisition and retention strategies for each of CAPC’s member segments.
Work with the marketing team to develop and implement national membership campaigns targeting diverse health care audiences in all parts of the country.
Conduct environmental scans/research in order to better identify potential members.
Identify and negotiate strategic partnerships that benefit CAPC with complementary organizations.
Develop and manage the Membership Department annual budget.
Create and disseminate monthly and quarterly reports and presentations outlining the status of membership growth. Reports may include membership trends, sales pipeline, 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.
Ensure that the benefits of CAPC resources are communicated effectively and accurately to current and prospective members.
Continually review CAPC’s membership structure and pricing.
Work with all departments of CAPC to develop strategies around member engagement, including networking and information sharing opportunities.
Continually improve upon current membership processes and protocols.
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 with account management staff to prioritize outreach efforts, which have a direct impact on the utilization of CAPC resources by members and renewal rates.
Ensure that member feedback, obtained through daily interactions between the membership department staff and members and prospects, is compiled and disseminated to appropriate staff.
Develop and implement processes that ensure easy access of FAQs for staff answering member inquiries.
Supervise three membership staff and two account management staff.
Represents CAPC at industry events through exhibiting, direct sales activities and public speaking.
Lead and manage special projects and other new business development with the Chief Operating Officer.
Master’s Degree Required.
10 to 15 years of senior-level management/supervisory experience in a membership-based organization (institutional membership organization preferred)
Experience in health care is required. Knowledge of palliative care is a plus.
Demonstrated experience in new business development and membership retention strategies.
Experience in developing and managing departmental budgets.
Demonstrated financial acumen and ability in analyzing membership trends and their impact on organization performance.
Demonstrated experience and success in the integration of technology as a critical management tool.
High-level communication and persuasion skills.
Experience with Salesforce or similar CRM.
Excellent Microsoft Office skills.
Excellent presentation skills to audiences of varied backgrounds.
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.
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 more than 1,325 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.
Additional Salary Information: Salary will be based on experience
About Center to Advance Palliative Care
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 with the tools, training and technical assistance necessary to start and sustain successful palliative care programs in hospitals and other health care settings.