Membership Support Data Assistant

American Association of Post-Acute Care Nursing

TITLE: Membership Support & Data Assistant

DEPARTMENT: Membership & Marketing

REPORTS TO: Senior Director of Membership and Affiliate Relations

CLASSIFICATION: Full-time, Exempt

SUPERVISES: None

WORKPLACE: Primarily remote home office with 1/2 day or 1 day of work per week in the Denver office.

The Membership Support & Data Assistant supports both the membership and organizational membership teams of American Association of Post-Acute Care Nursing (AAPACN) by helping create a positive and professional experience for members and affiliate partners. This position assists with customer service support, membership and affiliate database maintenance, and administrative coordination activities.

This role serves as a backup resource for member inquiries and customer support while also helping ensure the accuracy and integrity of membership, affiliate, and organizational data. The Membership Support & Data Assistant also assists with affiliate relations activities involving affiliates by maintaining contact information, calendars, communication records, and related administrative support.

GENERAL REQUIREMENTS

The ideal candidate is detail-oriented, organized, positive, and customer-service focused. This individual demonstrates enthusiasm for helping members and supporting internal processes while maintaining accurate records and data integrity. They are comfortable working with databases, spreadsheets, and multiple technology platforms and can manage repetitive tasks with accuracy and consistency.

This individual communicates clearly and professionally in both verbal and written forms and works collaboratively with team members across departments. They demonstrate initiative in resolving issues, maintaining accurate records, and supporting affiliate and membership activities.

Decision-making: This position requires strong problem-solving skills and the ability to make decisions necessary to address members’ needs. The decisions made are at a defined level and are based on policies and procedures already in place. This position may not alter policies or procedures of the department without consulting the department Director and/or Vice President.

Complexity: Tasks given are within established operations and are repetitive in nature. Good communication skills, strong analytical skills, and intermediate technological literacy are required to understand and accurately address customer questions or problems.

Authority: This position is that of an individual contributor.

SPECIFIC DUTIES

Responsibilities include but are not limited to:

Membership support and customer service

• Provide customer service support to members and non-members through email, chat, and phone communications as needed
• Assist members with membership questions, account updates, registrations, and website access
• Support membership transactions, registrations, and administrative processes
• Maintain working knowledge of AAPACN products, programs, and resources to assist members appropriately
• Assist with membership-related projects and tasks as assigned

Database maintenance and data integrity

• Verify and update member, customer, and affiliate information within CRM and database systems
• Perform routine database cleanup and data quality reviews
• Identify and correct duplicate, incomplete, or outdated records
• Enter, review, and maintain accurate database records
• Process returned mail, registration forms, and information updates appropriately
• Support organization-wide efforts to maintain accurate and complete data records
• Assist with reporting and tracking activities related to membership and affiliate engagement

Affiliate relations and administrative support

• Assist with maintaining affiliate contact information and records
• Maintain affiliate calendars, meeting schedules, and communication timelines
• Support affiliate outreach and follow-up activities
• Assist with special projects and other administrative duties as assigned

Other administrative office support

• Provide clerical, computer, and database support to the Director of Membership and Affiliate Relations and other staff as requested

COMPENTENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

• Strong attention to detail and commitment to data accuracy
• Willingness and enthusiasm to solve problems
• Ability to manage multiple tasks and priorities effectively
• Confidence to communicate clearly and professionally in verbal and written situations
• Intermediate level of IT literacy, with proficiency in Microsoft products
• Ability to follow established processes and maintain consistency in service delivery
• Strong organizational and time management skills
• Strong teamwork and collaboration skills
• Positive and professional customer-service attitude

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required

• High school diploma or equivalent
• Minimum two years of direct customer service experience
• Excellent communication skills, both verbal and written
• Outstanding customer relationship skills
• Minimum two years of experience using Microsoft products (especially Outlook, Word, Excel)

Preferred

• Associate’s degree
• Experience with Microsoft Teams platform
• Experience with multi-line phone system and/or call center experience
• Experience managing chat-based customer service communications
• Sales-based or up-selling experience
• Non-profit or association experience
• Healthcare-based knowledge or knowledge of the post-acute and long-term care industries
• Familiarity with CRM databases, such as Microsoft Dynamics
• Familiarity with learning management systems (LMS), such as Oasis
• Familiarity with member discussion communities, such as Higher Logic

WORKING CONDITIONS

• Monday through Friday, 7:00/8:00 am to 4:00/5:00 pm MT work week
• Occasional schedule changes as needed to meet team coverage needs
• Prolonged periods sitting at a desk and working on a computer
• Remote-based work, with 1/2 day to 1 day per week in office

SAFETY HAZARDS

• Minimal
• General office working conditions

This position description does not list all of the duties of the job. You will be evaluated in part based upon your performance of the tasks listed in this position description. Management has the right to revise this position description at any time. The position description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Job Type: Full-time

Pay: $42,256.00 - $59,946.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Experience:

• Customer service: 2 years (Required)

Work Location: Hybrid remote in Denver, CO 80246