The Program Operations Specialist will manage all aspects of the AirCare Membership program including outreach, marketing sales, and public relations. They will take primary responsibility to develop short and long-term strategic goals for AirCare Membership retention and prospective clientele. They will perform research and analysis to provide management with AirCare Membership data and recommendations for use in reporting and communicating results and trends. This position will also identify, recruit and work with direct solicitations of potential members and/or provide training and support for team leaders to make these solicitations. The Program Operations Specialist will be required to travel to other offices and markets to represent Airlift Northwest. This position will ensure that organizational requests for memberships are handled effectively and efficiently. This position will handle day to day operation of the AirCare Membership program and provide training to classified staff who provide. Incumbent will be working with various software programs such as RescueNet, Zoll Analytics, Zoll Online, Tableau, Microsoft Office Suite products, and potentially converting to a new membership system.The Program Operations Specialist is required to have a strong understanding of operational program management and database maintenance. This individual will build and develop rapport with Airlift Northwest Members and outside organizations and businesses. The Program Operations Specialist will be required to collaborate with the ALNW Marketing and Outreach teams to ensure growth of new business and persistency of existing business along with meeting increasingly aggressive sales goals. Along with the required knowledge, this position will also be expected to coordinate, and distribute marketing, public relations and outreach material unique to the membership program. Additional duties include the development and the coordination of sales proposals and pertinent sales reporting. The Program Operations Specialist will be responsible for creating and managing the AirCare Membership annual budget. This position will drive market research and competitive intelligence while enforcing brand consistency through, marketing collateral, public relations, website, etc. This position will be required to coordinate and participate in internal and external meetings and industry events. The Program Operations Specialist will have a thorough knowledge of various programs used by ALNW in the process of day to day business. Audit daily data entry in the AirCare Membership system to ensure accuracy, completeness and consistency. Communicate data administration concepts to management and staff via oral and written reports and presentations. Provide interaction with development and end user personnel to perform volume analysis and other pertinent data required to develop and maintain integrated databases and reports. Possess strong understanding of data analysis techniques and data mining of ALNW's pertinent data. Work closely with IT Department to troubleshoot and resolve AirCare Membership database problems. Assist with AirCare Membership database performance tuning and optimization. Work closely with Outreach Coordinators, Chief Flight Nurse, Regional Managers, Safety Coordinator, Senior and Executive Management Leadership Team, on projects initiated by them, seeing the project through by developing and managing the project. Plan, implement and execute projects according to project plan. Develop forms, record or document project activities and report progress to appropriate parties. Based on the analysis outcome, present complete and concise recommendations to management. Establish and maintain relationships with third parties or vendors. Maintain technical knowledge by attending training, educational workshops, establishing personal networks, attending committee meetings. This position will participate in the continuous quality improvement of ALNW operationsALNW is a UW Medicine entity which provides essential air medical transportation to patients throughout the WAMI region. This position brings unique knowledge in support of ALNW's mission and vision to integrate with the UW Medicine's current and future strategic mission. Operations & Management: * Responsible for the overall operations of the AirCare Membership Program.* Develop and manage the annual AirCare Membership Budget.* Lead classified staff by providing training and support.* Manage a portfolio of Airlift Northwest's prospects using a prospect management and tracking system.* Exercise independent decision making that has a significant impact on key fundraising efforts and impacts to thousands of AirCare Members involved in the program.* Ensure that organizational requests for AirCare Memberships are handled effectively and efficiently.* Identify resource requirements, prepare and define scope of project, goals and deliverables.* Track project deliverables utilizing project management tools.* Coordinate directly and indirectly with leadership teams to ensure successful completion of AirCare Membership projects.* Prepare QA of AirCare Membership projects.* Review AirCare Membership project communication strategies and material.* Responsible for assisting with preparation and reporting for internal and external audits.* Identify and develop new process improvement opportunities for the AirCare Membership program.AirCare Membership Analysis/Strategic Growth -* Ensure the integrity of AirCare Membership project data, including data extraction, storage, manipulation, processing and analysis.* Collect and collate appropriate AirCare Membership data for usage in databases and conducting related research.* Ensure accurately variables from original information or data and complete statistical analyses as required.* Analyze AirCare Membership data with standard statistical methods, interpret the results, and provide written summary of data analyses.* Utilize the CAD system, emsCharts, RescueNet (Zoll) and Ninth Brain to abstract data manually and electronically to provide strategic and tactical support to ALNW by analyzing and interpreting the AirCare Membership data to provide creative solutions.* Perform AirCare Membership QA/QI related to information entered into various operating systems.* Develop and maintain standardization of AirCare Membership data as the liaison with appropriate team members.* Develop and implement training tools to maintain AirCare Membership data integrity, quality, efficiency and process improvement.* Locate and define new AirCare Membership process improvement opportunities.* Participate in ongoing decisions concerning AirCare Membership data collections, study design, methodology, and data analysis.* Participate in strategic planning process by preparing statistical tables, graphs and charts from ALNW AirCare Membership database.* Participate in ALNW committees.* Coordinate with managers and senior leadership in determining methods and procedures that provide useful, user-friendly information as well as improving ALNW's ability to be more strategically viable.Sales & Marketing/Outreach and Public Relations: * Develop short and long-term strategic goals for membership retention and prospective clientele and make recommendations to management.* Through research, identify new prospects and creates and implements engagement and solicitation strategies. *Assist in developing and distributing marketing materialsDatabase Management: * Work with IT department to ensure the membership operation and management process is effective and efficient.* Utilize and implement new technology as needed to maintain and track membership activity.* Work with software vendors to select and implement new AirCare Membership products and processes.* Work with Finance department to ensure that the general ledger is correct and current.Special Projects: * Work with Management and Outreach teams on special projects that target Executive Directors, Pre-Hospital contacts, and Hospital/Trauma representatives.* Work with the Finance department on annual financial audit and special projects as needed.Reporting: * Prepare Monthly Membership analysis and reports, performance graphs and summary memos. Ensures accurate membership data is reported and tracked by implementing a system of reporting tools and/or programs. * Manage a portfolio of Airlift Northwest's prospects using a prospect management and tracking system.* Exercise independent decision making that has a significant impact on key fundraising efforts and impacts to thousands of members involved in the Membership program.* Ensure that organizational requests for memberships are handled effectively and efficiently. * Prepare other Membership ad hoc reports.* Perform AirCare Membership analysis in key areas and report results and recommendations to management.* Ensure accurate AirCare Membership reporting.* Identify opportunities to enhance AirCare Membership reporting and data abstraction through Clinical, Dispatch and IT teams.* Develop complex AirCare Membership reports utilizing various data repositories such as Access, Excel and Vendor Systems.* Identify and provide standards for gathering information for use in AirCare Membership trend analysis and report information to ALNW Management.AirCare Membership Client Management -* Manage day-to-day internal client interaction.* Set and manage internal client expectations.* Communicate effectively with internal clients to identify needs and evaluate alternative business solutions.* Continually seek opportunities to increase client satisfaction and deepen client relationships.* Coordinate strategic planning, outreach, and PR for new member acquisitions. Conduct sales calls on prospective and renewing business memberships.* Manage membership renewals and new applications of prospective members and organizations.* Report on memberships, which are submitted and evaluated on a monthly and annual basis.* Develop and coordinate AirCare Membership sales proposals and pertinent sales reporting.* Manage all aspects of the AirCare Membership program.* Manage the development and implementation of new AirCare Membership policies and procedures for program management and retention.* Manage current membership database.Maintain ALNW's effectiveness and efficiency by defining, delivering and supporting strategic plans for performing AirCare Membership data analysis.* Direct AirCare Membership data analysis by studying ALNW's goals, strategies, practices and user projects.* Complete AirCare Membership projects by coordinating resources and timetables with user departments and data center.* Verify AirCare Membership data analysis results by conducting system audits of ALNW's databases.* Recommend strategies, policies and procedures by evaluating ALNW's AirCare Membership outcomes, identifying problems, evaluating trends; anticipating requirements.* Maintain quality service by establishing and enforcing organization standards.* Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.* Contribute to team effort by accomplishing related results as needed.* Cross trains staff when applicable. REQUIREMENTS:Bachelor's degree in business administration, finance, or accounting4 to 5 Years* Successful interaction with all levels of personnel within any of the following: finance, insurance, public relations, outreach, marketing, and or advanced level sales.* Effective communication with internal as well as external customers.* Successful completion of numerous analytical projects which required initiative and creative solutions to problems.* Demonstrate ability to develop and foster successful business relationships.* Presents self and brand with professionalism.* Ability to prioritize and handle multiple tasks in a demanding work environment.* Ability to identify and resolve problems in a timely manner, manage difficult situations professionally, and respond to client needs promptly.* Works well under pressure and demonstrates consistent follow through.* Ability to work well independently as well as with a diverse group of people at varying levels of skill.* Commitment to completing tasks with great attention to detail and with a routine, critical self-review.* Advanced skills relative to clearly communicating and presenting complex concepts and information.* Ability to prepare properly labeled analysis and communicate issues, findings and recommendations.* Possess a thorough understanding of air medical transport business model and data flow.* Strong verbal and written communication skills.* Flexibility in meeting workload fluctuations and deadlines.* Strong skills in Microsoft Office products.Equivalent experience may be substituted for educational requirements
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