Member Engagement Specialist - ELITE Dental Alliance

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.

• 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 Hub Spot, including consult attendance, onboarding status, vendor connections, notes, and follow‑up tasks.

• 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 Hub Spot.
  • 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 Hub Spot 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.

• Bachelor’s degree from an accredited institution or related field experience preferred but not required.
• 2+ years in account management, sales, client success, or consultative roles.
• Dental, healthcare, or group purchasing environments experience strongly preferred.
• Hands‑on experience with CRM systems, preferably Hub Spot.
• Strong analytical and problem‑solving skills.
• Ability to use professional judgment and problem‑solving skills to make reasonable decisions and recommendations.
• Ability to be a forward thinker and generate ideas and suggestions for process improvement.
• Excellent organizational and communication (both verbal and written) skills with attention to detail.
• Ability to work independently and in a fast‑paced environment.
• Ability to anticipate work needs and interact professionally with customers and vendors to resolve concerns.

Some travel is required for annual company meetings, industry events, and partner‑hosted conferences or trainings.