Member Services Manager
Doctors of BC
Vancouver, BC, CAN
4d ago

Our vision is to promote a social, economic, and political climate in which members can provide the citizens of BC with the highest standard of health care, while achieving maximum professional satisfaction and fair economic reward.

Recognized for outstanding employee engagement and a 'high-trust' culture, it’s our people and the spirit they bring to the workplace that makes us such a Great Place to Work.

Together, we make a difference so our doctors can make theirs. Join us Today!

THE TEAM : Members Products and Services

The Members’ Products & Services department provides our members exclusive discounted consumer products and services to members.

We focus on three product areas : insurance, telecommunications and Club MD, which is a members’ discount program providing deals on travel, entertainment and more.

Along with these products, our service includes licensed, non-commissioned advisors who provide unbiased life and health insurance advice to members in no-

cost consultations throughout the province. Our teams of administrators supporting each program offer one-on-one assistance for members, and make every effort to find the best solutions, efficiently resolve issues, and strive to provide an excellent service experience.

THE JOB : Member Services manager

Reporting to the Executive Director, Members’ Products & Services, the Member Services Manager is responsible for providing leadership and management direction to the Reception, Telus and Club MD teams.

The Manager will work alongside the Executive Director to establish departmental processes designed to ensure consistently high standards of execution and service delivery to Members.

The Manager will be responsible for fostering strong relationships with the vendors and external stakeholder to ensure smooth process functions.

The Manager will participate in collaborative projects alongside service units in other Provincial and Territorial Medical Associations across Canada.

WHAT SUCCESS LOOKS LIKE Key Responsibilities & Duties

1. Manages the member services programs to meet corporate goals and objectives in delivering high quality of service to Doctors of BC’s members and customers.

Manages the member services programs to meet corporate goals and objectives in delivering high quality of service to Doctors of BC’s members and customers.

  • Review programs, products, value propositions and processes to recommend improvements and champion innovation.
  • Works closely with key stakeholders to align member service requirements for Reception, Telus and Club MD with Doctors of BC’s overall service strategies
  • Monitor customer service to members and to stakeholder clients both internally and externally, to ensure service meets required standards.
  • Contributes as a key member of the Members’ Products & Services team in identifying and acting on opportunities to enhance member experience with the assigned projects.
  • Oversees program campaigns and member communications to ensure messages are compelling, clear and professional.
  • 2. Provides team management, workflow co-ordination and direction including :

  • Schedule monthly activities for the team, including but not limited to workload distribution, assignment of adhoc projects and ongoing member communication cycles.
  • Responsible for monitoring and reporting key performance metrics of team, turn-around times, and service standards adherence.
  • Provides direction and training to optimizes team processes and procedures.
  • Foster employee engagement and development through regular feedback.
  • Ensure employees are cross-trained where appropriate, on services and programs in order to provide high quality service to the Association’s members within a team environment.
  • Liaise with the Executive Director of Members’ Products & Services and stakeholders to improve the current operations practices, and identify and resolve business issues.
  • Review work outputs, documentation, correspondence, and member communications to ensure standards for timeliness, accuracy, completeness and empathy are met.
  • Respond to physician questions and complaints and escalating appropriately as necessary.
  • Monitor employee performance in conjunction with the Executive Director, Members’ Products and Services.
  • Oversee recruitment and performance evaluations
  • 3. Other related duties :

  • Liaises with other Members’ Products & Services Managers on department communications, processes, marketing and events.
  • Conducts presentations to various medical student, resident and practicing physician groups to showcase Doctors of BC service offerings and drive member participation.
  • Manages relationships and liaises between provincial medical associations on best practices and marketing initiatives.
  • Manages relationships with vendors on best practices for improved processes and communication flow.
  • Other duties as required.
  • WHAT YOU BRING

  • Bachelor’s Degree in Business Administration, Business Management or related field
  • 7 or more years of related work experience with 3 5 years in a leadership / supervisory role
  • Experience effectively coaching and managing a team
  • Strong service delivery experience and understanding of monitoring service delivery through a client / member experience lens.
  • Background in process design, documentation and process improvement is an asset.
  • Excellent communication, organizational, interpersonal and presentation skills.
  • Ability to perform multiple tasks, balance priorities and meet deadlines.
  • Maintains professionalism, integrity, and high standards of customer satisfaction
  • Doctors of BC has just been named one of BC’s Top Employers for 2019 by the editors of the Canada’s Top 100 Employers Project.

    We were also named Canada’s #10 Top Employer by Great Place to Work for 2019’s Top 50 Employers in Canada!! Learn More Here!

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