Member Services Coordinator

American College of Radiology (ACR) is a progressive membership organization representing nearly 40,000 medical specialists in radiological care. As a member of our team, you will join a world leader in patient-centered care advocacy, policy and clinical research, quality and safety. Our culture encourages innovation, diversity, integrity and leadership. A nonprofit 501(c)(3), ACR (the American College of Radiology) has over 500 purpose-driven employees in the Greater Washington, DC and Philadelphia region.

If you share our core values of: Integrity Visionary Excellence Leadership Transparency Member-Driven we need you on our team!

The successful candidate will lead the Group Account Billing function and assist in evolving the program, with a strong focus on expanding its value proposition, increasing adoption, and improving operational efficiency. This role is responsible for not only managing day-to-day billing activities, but also identifying opportunities to enhance the program's impact, scalability, and overall customer value.

Key responsibilities include overseeing group account billing operations such as maintaining facility rosters, managing annual invoicing, processing and tracking payments, and monitoring participation trends. The role will take a proactive approach to analyzing data, identifying growth opportunities, and implementing process improvements that strengthen the program and deliver measurable business value.

In addition, this role will support member interactions and operational workflows by assisting with customer inquiries, processing payments, and maintaining data integrity. The candidate will collaborate cross-functionally with Member Services, IT, and other stakeholders to improve systems, streamline processes, and ensure a seamless experience for group accounts and individual members.

Responsibilities

• Leading the function and growing the Group Account Billing program, focusing on expanding its value proposition, increasing adoption among radiology practices, and improving operational effectiveness
• Responsible for all aspects of group billing operations, including maintaining facility rosters, coordinating annual invoicing, processing and tracking payments, and monitoring participation trends
• Identify and implement opportunities to enhance and scale the program, including process redesign, automation, and improved reporting/insights
• Analyze group account data to uncover trends, possible gaps, and opportunities for increased engagement and revenue growth
• Partner with cross-functional teams (IT, Member Services, Marketing, etc.) to improve system integrations (e.g., Salesforce/Nimble) and optimize the end-to-end group billing experience
• Provide continuous, targeted customer support related to billing, account management, and product usage, ensuring a high-quality experience for group accounts
• Respond to customer inquiries through phone and Freshdesk in alignment with team standards
• Process member payments and support payment-related activities with accuracy and timeliness
• Assist with the processing of membership applications, including time-sensitive Members-in-Training (MIT) submissions, and collaborate on workflow improvements
• Maintain, audit, and cleanse customer and membership data to ensure accuracy, consistency, and integrity across systems

Qualifications:

• 12 years of related experience

• Particularly in billing operations in a member-facing environment

• Some higher level education required

• Associates or Bachelors preferred

• Skilled in data analysis (interpreting trends and identifying opportunities for improvement)

• Excellent, professional communication skills (verbal and written) required

• Ability to handle member inquiries and ensure a positive experience

• Technical proficiency

• Billing systems, CRM tools, MS Office

• Experience with Salesforce/Nimble and/or Freshdesk a plus

• Ability to work under multiple deadlines, and prioritize work appropriately

• Excellent time management skills, a knack for detail, and organized

This position will work fully remote, but must work East Coast hours (8:30a - 5:00p). When working remotely, you must be self-motivated, possess excellent time management skills, and be highly organized in an environment where shifting priorities are the norm. A reliable internet connection is a must!

• ACR is committed to a total rewards compensation philosophy that includes base salary in addition to our full suite of comprehensive benefits (https://www.acr.org/Jobs). ACR's goal is to pay competitively and equitably. It is typical for individuals to be hired in the entry to middle of the range for their role, and compensation decisions depend on each case's circumstances. Full-time employees work a 37.5 hour work week, for a total of 1950 hours annually, furthering our commitment to a healthy work-life balance. A reasonable estimate of the hourly compensation range is $30.00-$39.00.
• If you would like to put your experience to great use in a professional team-oriented environment, please apply online. To learn more about ACR's rewarding employee experience, culture, and benefits, visit: https://www.acr.org/Jobs

ACR offers a rewarding employee experience: innovative culture, professional growth potential, competitive compensation and an exceptional benefits package, including a defined contribution pension plan, 403(b); generous paid time off package; insurance plans with the leading providers; flexible spending; tuition reimbursement; training opportunities; and wellness reimbursement.