Summary/Objective
Reporting to the Vice President of Member Engagement, the Member Engagement Specialist is responsible for owning a defined portfolio of ELITE members referred by strategic partners, primarily Cain Watters & Associates (CWA). This role provides high-touch engagement, supports financial planning consultations, drives vendor utilization, and ensures consistent value realization and long-term retention for assigned members.
Essential Functions
Strategic Consultation Support: Attend and support CWA financial planning consultations as the ELITE liaison, helping doctors understand how ELITE membership supports their financial and practice goals.
Member Onboarding and Activation: Manage onboarding and activation of partner-referred members, ensuring a smooth registration experience and a clear understanding of key ELITE benefits and processes.
Vendor Utilization and Alignment: Drive vendor utilization by aligning member needs with available vendor solutions and coordinating warm introductions to appropriate vendor partners.
Lifecycle Engagement: Maintain consistent lifecycle engagement with assigned members throughout the year through scheduled touch points, reviews, and targeted outreach.
Data Integrity and Documentation: Ensure accurate and timely documentation in HubSpot, including consult attendance, onboarding status, vendor connections, notes, and follow-up tasks.
Responsibilities & Duties
Consultation Execution and Follow Up
Attend virtual and in-person consultations with CWA planners and doctors as the ELITE representative.
Capture key notes, commitments, consultation outcomes, and next steps from each consult and enter them into HubSpot.
Schedule and complete follow-up calls or emails to move the member toward registration, onboarding, or vendor action items.
Member Onboarding and Engagement
Provide personalized onboarding walkthroughs for new members, including membership benefits, vendor partners, and key contacts.
Set expectations for communication cadence, onboardings, reviews, and how to request support.
Monitor member activity and proactively reach out when engagement drops or new opportunities arise.
Vendor Connection and Coordination
Identify opportunities to connect members with vendors that support their clinical, operational, and financial goals.
Coordinate warm introductions and ensure clear handoffs between ELITE, the vendor, and the member.
Track vendor utilization, outcomes, and feedback for assigned members.
CRM and Data Management
Log all member-facing activity, consult notes, tasks, and outcomes in HubSpot in a timely, accurate manner.
Use CRM data to maintain visibility into member status, open loops, and upcoming touch points.
Partner with internal teams to address gaps in data, reporting, or process adherence related to partner-referred members.
Internal Collaboration and Continuous Improvement
Attend internal meetings with ELITE and CWA teams to share member updates, trends, and risks.
Provide feedback on messaging, scripts, and workflows based on what you see and hear in consults and member conversations.
Recommend process improvements that enhance the experience and results for partner-integrated members.
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.