Administrative, Clerical, Support, Customer Service and Support, Membership
4 Year Degree
Under the direction of the Senior Director, Administrative Solutions, this position provides customer service to the NHPCO membership and the general public; and provides administrative support to various departments throughout the organization. Essential duties include the following:
Maintain membership database, including entering and updating membership records.
Process new membership applications and member renewals.
Assist with mailing acknowledgement letters to new and renewing members.
Provide phone coverage in the Solutions Center. Answer members’ questions, including general membership information, conferences, membership status, and orders.
Monitor and respond to the Solutions Center email inbox.
Provide phone coverage for the Consumer InfoLine. Answer questions regarding general information on hospice and palliative care as well as consumer brochures and advance directive forms.
Perform outreach to NHPCO members to ensure customer satisfaction, identify problems, and provide solutions.
Process Marketplace orders; researches orders as needed for problem resolution.
Invoice Marketplace orders and coordinates with the fulfillment center to resolve any issues that may arise.
Meetings and Education
Process registrations, payments, invoices, transfers, refunds, and cancellations for meetings, conferences, webinars, and other educational events.
Send any needed registration confirmations, invoices, and other conference-related materials.
Research registrations for problem resolution as needed.
Assist with conference badge production.
Monitor and respond to the conference email inbox.
Ensure accurate data entry for all conference attendees.
Assist with staffing at NHPCO conferences as needed.
Performance Measurement Technical Support
Monitors the STAR survey, EGSS survey, and NDS survey email inboxes and responds to provider questions.
Provides technical assistance to providers via telephone and email related to performance measure data collection and submission, including but not limited to:
Uploads provider employee roster information into Qualtrics and creates the provider portal.
Troubleshoots survey problems on behalf of providers with Qualtrics as needed.
Solutions Center General
Processes all refunds, including for membership, Marketplace, registrations, etc.
Maintains and updates the Solutions Center’s procedure manuals.
Creates and maintains online reference materials and tools for the Solutions Center team and for the overall organization.
Performs administrative duties for the Solutions Center and related areas, including maintaining member records, word processing, mailing, filing, faxing and other administrative tasks that may be assigned.
Competencies for this position include the following:
Ability to complete data entry and other administrative functions with accuracy and efficiency;
Ability to follow directions, work independently, and display initiative is critical;
Ability to handle competing projects efficiently;
Problem Solving - identify and resolve problems in a timely manner;
Customer Service - manage difficult or emotional customer situations; respond promptly to customer needs;
Teamwork - make self available to staff and other departments to collaborate, provide suggestions and expertise, and assist with processes; contribute to building a positive team spirit;
Communication –ability to represent the organization verbally and through written communication; and
Judgment - exhibit sound and accurate judgment.
High School Diploma required, Bachelor’s degree preferred, along with at least one year of experience in a responsible administrative or customer service position. Other requirements include proficiency in the Microsoft Office suite and in membership database systems (netFORUM preferred).
Competitive salary, excellent benefits, conveniently located at King St. Metro in Alexandria, Virginia.
To apply, send cover letter, resume, and salary requirements to firstname.lastname@example.org. Please reference “Solutions Associate” in the subject line. Principals only / no phone calls please. Only candidates selected for interview will be notified.
NHPCO is an Equal Opportunity Employer
The National Hospice and Palliative Care Organization is the largest nonprofit membership organization representing hospice and palliative care programs and professionals in the United States. Our mission is to lead and mobilize social change for improved care at the end of life, and we envision a world where individuals and families facing serious illness, death, and grief will experience the best that humankind can offer.
About National Hospice and Palliative Care Organization
The National Hospice and Palliative Care Organization (NHPCO) is the largest nonprofit membership organization representing hospice and palliative care programs and professionals in the United States. The organization is committed to improving end-of-life care and expanding access to hospice care with the goal of profoundly enhancing quality of life for people dying in America and their loved ones.
With headquarters in Alexandria, Virginia, the National Hospice and Palliative Care Organization advocates for the terminally ill and their families. It also develops public and professional educational programs and materials to enhance understanding and availability of hospice and palliative care; convenes frequent meetings and symposia on emerging issues; provides technical informational resources to its membership; conducts research; monitors Congressional and regulatory activities; and works closely with other organizations that share an interest in end-of-life care.
The National Hospice and Palliative Care Organization was founded in 1978 as the National Hospice Organization. The organization changed its name in February 2000 to include palliative care. Many hospice care pro...grams added palliative care to their names to reflect the range of care and services they provide, as hospice care and palliative care share the same core values and philosophies. Defined by the World Health Organization in 1990, palliative care seeks to address not only physical pain, but also emotional, social, and spiritual pain to achieve the best possible quality of life for patients and their families. Palliative care extends the principles of hospice care to a broader population that could benefit from receiving this type of care earlier in their illness or disease process. To better serve individuals who have advanced illness or are terminally ill and their families, many hospice programs encourage access to care earlier in the illness or disease process. Health care professionals who specialize in hospice and palliative care work closely with staff and volunteers to address all the symptoms of illness, with the aim of promoting comfort and dignity.