OVERVIEW The Manager, Community Experience builds and sustains relationships with members to understand their needs and maximize their engagement with the Institute’s resources and community. Serving as the primary contact for individual and organizational members, this role strives to deliver the best service experience at all touch points. The right candidate will have a strong commitment to customer service, excel at developing relationships and be passionate about supporting our community in transforming the human experience in healthcare.
REPORTS TO Senior Vice President and COO, The Beryl Institute
LOCATION Dallas/Fort Worth, TX or Nashville, TN (Virtual position – will work remotely with periodic in-person meetings)
KEY RESPONSIBILITIES Responsibilities include the following, with other duties that may be assigned as the community grows and the role develops.
Provide timely, helpful and accurate member service, including email, telephone and written communications
Facilitate membership creation and renewals, including the preparation of correspondence, invoicing and onboarding
Answer inbound calls and emails and serve as a one-stop resource for community questions
Offer recommendations on the Institute’s resources, programs, content and connection opportunities to best support member’s experience efforts and overall engagement in the community
Maintain membership database and the integrity of member/guest data
Help design member engagement and communication plans to increase member satisfaction/retention and ensure continuous improvement
Serve as staff liaison to one or more special interest communities, facilitating quarterly calls and assisting in development and execution of special projects or content to support their needs
Support The Beryl Institute vision, mission and values through contributing to the development of strategic initiatives, identifying gaps in service, maintaining a high level of productivity and providing recommendations to improve efficiencies through process and innovation
Assist with other membership and operational tasks as needed
Bachelor’s Degree required, with minimum of 3 years in an account manager or support role
Healthcare industry experience and/or CPXP preferred
Excellent communication skills, both oral and written
Team player with an understanding and focus on the delivery of unparalleled service
Ability to multi-task and take personal initiative for specific areas of accountability
Ability to demonstrate professionalism, maintain composure and perform well under pressure
Strong persuasive and analytical skills
TO APPLY Please submit a letter of interest, resume/CV and salary requirements via email to Stacy Palmer, Senior Vice President and COO, firstname.lastname@example.org
Internal Number: May2021.2
About The Beryl Institute
The Beryl Institute is a global community of over 55,000 healthcare professionals and experience champions committed to transforming the human experience in healthcare. As a pioneer and leader of the experience movement and patient experience profession for more than a decade, the Institute offers unparalleled access to unbiased research and proven practices, networking and professional development opportunities and a safe, neutral space to exchange ideas and learn from others.
We define the patient experience as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care. We believe human experience is grounded in the experiences of patients & families, members of the healthcare workforce and the communities they serve.