Member Support Coordinator - ELITE Dental Alliance

Summary/Objective 

Reporting to the Vice President of Operations, the Member Support Coordinator is dedicated to providing exceptional support to ELITE members. This role manages high-touch service from inquiries through ongoing member success, focusing on ticketing resolution, data accuracy, onboarding, and maximizing member satisfaction. This role ensures a seamless experience from initial contact through continuous support, system management, and membership retention. 

Essential Functions 

1. Manage member ticketing system, audits, and support to ensure timely inquiry resolution. 

2. Maintain accurate member data in CRM and support internal reporting. 

3. Conduct demo call, onboarding call, review/collection call, audits and routine system checks. 

4. Perform HubSpot dashboard management and monthly data validation processes. 

5. Partner with the Member Engagement Team to enhance member experience and operational processes. 

Responsibilities & Duties 

1. Service Engagement 

   • Assign service requests, audit member interactions, run reports, and resolve internal team questions. 

   • Provide stellar support to members and team members for quick, efficient resolutions. 

   • Maintain ongoing relationships to maximize member satisfaction and benefit utilization. 

2. Workflow & System Integration 

   • Guide Member Engagement through processes and workflows. 

   • Ensure accurate data entry in CRM/website. 

   • Set clear expectations and provide resources for effective platform participation. 

3. Ongoing Member Reviews & Data Management 

   • Conduct regular reviews of member interactions, performance, and data accuracy. 

   • Update member profiles and perform monthly HubSpot audits (Week 1-4 timeline). 

   • Identify opportunities to optimize member experience and system efficiency. 

4. Support 

   • Conduct demo, onboarding, and review/collection call audits for accuracy 

   • Resolve member inquiries and maintain positive, long-term relationships. 

   • Support payment collections and coordinate with financial operations as needed. 

5. Data Validation & System Checks 

   • Execute monthly timeline: Week 1 data checks/reports, Week 2 discrepancy review, Week 3 corrections/duplicates, Week 4 summaries/recommendations. 

   • Monitor HubSpot workflows, properties audits (companies/contacts/deals), and duplication management. 

   • Maintain WordPress, Monday.com, SharePoint for accurate member tracking. 

6. Team Support & Backup 

   • Assist VP of Operations with reporting, data entry, and project execution. 

   • Provide backup to Member Services during peak times with calls/emails. 

   • Contribute process improvement ideas in team meetings. 

7. CRM & Tool Accountability 

   • Ensure data integrity across HubSpot, Monday.com, SharePoint, and Microsoft Office. 

   • Generate/distribute reports on member activities for stakeholder decisions. 

8. Process & Tool Proficiency 

   • Stay current on ELITE systems, tools, and workflows for optimal member support. 

   • Participate in training to maintain proficiency in HubSpot, Monday.com, WordPress. 

This job description is not designed to cover or contain a comprehensive listing of essential functions or responsibilities that are required of the employee for this job. Essential functions and responsibilities and activities may change at any time with or without notice.