General Summary of Responsibilities: Under the direction of the AED, Member Services, responsible for Membership Services staff in all aspects of member and customer service including proficiency with the Academy of General Dentistry’s (AGD) association management system, iMIS, processing and fulfillment of product requests and processing of membership applications. Oversee billing, collecting and processing of membership dues in a timely manner. Facilitate AGD’s continuing education (CE) tracking program, including processing of CE and timely written notification to members regarding CE requirements. Ensure member data and membership reports are accurate. In conjunction with AED, serve as primary staff lead in development and execution of all department policies and procedures designed to enhance member service and improve staff productivity and communication, both internally and externally. Primary staff liaison for New Dentist activities, student programming, retention and recovery, and constituent membership initiatives. Co-liaison to Membership Council. Assist with other organizational activities and special projects as directed.
Essential Job Functions: (duties may not be ranked by order of importance)
Supervise the work of the Membership Services team. Serve as a mentor and coach and ensure that all work efforts are being directed to achieve the overall goals for the department.
Oversee the AGD call center to ensure superior customer service delivery within the established AGD customer service turnaround times.
Manage CE Entry process to ensure timely and accurate entry of member CE submissions. Develop and manage tracking system and reports for CE volumes and processing rates; including incoming CE, processed CE, and incomplete/returned CE.
Identify and develop process improvements for day-to-day membership operations.
Work with AED to establish member satisfaction, data entry, and productivity goals for Membership Services staff. Develop and maintain meaningful, accurate, and timely membership reports for tracking results.
Serve as staff liaison to the New Dentist Committee, Dental School Task Force, and co-liaison for Membership Council, scheduling meetings, recording meeting minutes, following up on action items, and performing other duties as assigned by the chair.
Facilitate monthly training meetings to update staff on Membership Services activities and key AGD programs and offers.
Lead the organization’s retention and recovery strategy development and operational implementation. Establish and monitor timeline for annual membership renewal program. Consult with applicable staff on the design, production and distribution of annual AGD member dues invoices, membership cards, and other related retention materials. Provide input to Director, Marketing on prospective new member recruitment initiatives.
Manage ongoing member status conversions, waivers, and updates needed for accurate annual dues billing. Coordinate with Constituent Services to ensure constituent and component dues information is accurate.
Serve as department liaison with Information Technology (IT) to ensure that the Membership Services and CE Entry Representatives are aware and trained on the functionality of technology used in the department such as the association management system (iMIS).
Collaborate regularly with Information Technology (IT) to ensure member data integrity.
Assist the AED, Member Services in preparation, monitoring, and review of expense budgets for all membership retention and operations-related programs.
Minimum Qualifications for Consideration:
Education: Bachelor’s degree or equivalent experience.
Credentials (years of experience): Three to five years professional experience including three years administrative and call center experience, including answering inquiries from members and clients, interpreting policy, evaluating complex data and compiling results. Three years of challenging employee management experience. Experience with continuing education oriented organization and iMIS or similar membership database software preferred. Two years association membership recruitment and retention experience preferred. CAE designation preferred.
Knowledge, Skills and Abilities: Ability to communicate authoritatively, effectively and tactfully with AGD officers, members, suppliers and staff and present a positive image of AGD through these communications. Possess exceptional PC skills with entire Microsoft Office Suite, proficiency sufficient to handle membership database management, reporting and analysis, the use of the Internet for research and ability and willingness to learn new software and programs as
About Academy of General Dentistry
The Academy of General Dentistry is a non-profit organization of more than 40,000 general dentists dedicated to staying up-to-date in the profession through continuing education. Founded in 1952, the AGD has grown to become the world’s second largest dental association. For additional information, please visit our website at www.agd.org