The Senior Provider Relations Specialist is responsible for the day-to-day management of Organizational Affiliate (OA) client accounts.  This position is responsible for assigned client satisfaction, membership retention (renewals), as well as maintaining the overall “customer relationship”.  This position is vital for growing and retaining individual members and OA customers, and increasing the value proposition for OA clients.  This position provides support for the daily activities of the OA program toward achieving the strategic objectives and revenue goals of HIMSS.  Provides direct marketing and communications to clients and coordinates client needs with internal departments such as Government Relations,  Analytics, Media, etc.  Support activities include: direct interaction with OA executives and representatives, and requires strong problem-solving skills, the ability to be proactive with internal and external colleagues and a good understanding of program benefits and the HIMSS organization.

Essential Functions:

• Contributes to the strategic growth of HIMSS by increasing individual members, OA clients, and OA revenue by ensuring OA clients have a satisfactory experience. Ensures OA clients and their employees are aware and taking advantage of benefits and opportunities.
• Responsible for growth in program benefit usage (complimentary individual memberships in HIMSS, Learning Center seat usage, conference pass usage, etc.). Works as the primary contact with assigned OA clients to provide oversight and day-to-day management on behalf of HIMSS supplying clients with timely responses regarding benefits, product information, services, pricing and company information. 
• Responds to questions from OA PCs and other ORGINDIVs about their program and any other HIMSS-related topics (this requires extensive knowledge of the HIMSS benefits and services). Communicates directly with individual members from clients who have dropped the OA program to provide instructions on renewing their individual memberships.
• Acts as liaison between OA clients and HIMSS staff. Manages and services the customized OA registration process for global conference (in-person and digital) and virtual events, including all reporting requirements.  Collaborates with other HIMSS teams on Distance Education issues; collaborates with IT Department to provide support for testing and system upgrades/enhancements, and new feature implementations.
• Manages access to the global conference session recordings for assigned clients and their members.
• Manages client renewals by analyzing benefit usage to determine appropriate actions to take to encourage clients to maximize use of OA benefits or provide upgrade options. Sends out annual renewal contracts and reminders and ensures clients renew their contracts in support of HIMSS revenue goals and to maintain renewal rate goals.  Collaborates with VP and Director on custom renewal contracts and program upgrades.
• Ensures OA client satisfaction by analyzing individual client satisfaction ratings and feedback to maintain high program value and service levels. Manages annual OA satisfaction survey process for assigned OA clients.  Works with VP, Director, other OA Program Managers, and others to analyze responses and develop plans to increase clients’ satisfaction and overall program value.
• Provides a high level of service to OA individual members. Manages all membership-related tasks for their assigned clients (signing up members, converting members, submitting refunds, terminating members who are no longer with OAs, processing batch renewals, activating PCs, etc.).
• Schedules and conducts benefits reviews with OA clients, and schedules and participates in new OA client orientations.
• Provide on-site support to OA clients during the global conference. Manage the dedicated OA Lounge in coordination with the Director and other OA Program Managers.
• Assists in on-site activities at global conference, including but not limited to staffing the Executive Summit, helping with special events, participating in new member events, staffing HIMSS Spot, and attending chapter-related events.
• Shares admin responsibilities for the OA Spot on Accelerate. Creates posts in the group, reviews requests to join, and promotes the group to assigned clients to increase sign-up in and usage of the group.

• A Bachelor’s Degree, or equivalent experience
• A minimum of five (5) years of related work experience involving Association and/or Account management.
• Background and knowledge in healthcare and or healthcare information systems and technology is an asset.
• Proficient in Microsoft applications such as Excel, Outlook, PowerPoint, and Word, as well as with database knowledge platforms. Preferred experience with SalesForce or Fonteva.
• Ability to act independently and manage multiple tasks simultaneously. Ability to think critically, develop a plan and implement a solution. Strong organizational, time management skills and ability to work independently to achieve goals.
• Strong written and verbal communications skills. Must be able to take complex discussions and communicate results to a variety of different audiences. 
• Ability to work with a virtual team with limited supervision
• Ability to articulate and to sell ideas and concepts.
• Self-starter who takes initiative and can creatively find solutions independently
• Excellent interpersonal skills. Customer focused with energetic assertive, self-confident personality.  Ability to build collaborative relationships.