Workflow Coordinator - AARP Services, Inc.

Washington, DC
Oct 02, 2019
Oct 23, 2019
Program Manager
Full Time
Business Unit Description

AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million that helps people turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. With staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands, AARP works to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security and personal fulfillment.

AARP Services (ASI) is where AARP's mission meets the marketplace for the 50+ population, by sparking new solutions that transform the marketplace to improve people's lives as they age. Founded in 1999 as the professional services arm of AARP, ASI supports the Association's mission of Disrupt Aging by helping bring new products to drive market innovation and build richer connections with consumers. ASI acts as a bridge, connecting companies to people by helping bring experiences, products and services that matter to them as they move through specific life stages.

Directs the distribution of incoming member communications received regarding AARP's branded products and services in support of the Ombudsman function. Logs, tracks, and distributes member cases to internal staff as well as to external providers. Performs administrative support in the preparation of member communications. Oversees member filing, purging, and document retention process and reviews/revises current Standard Operating Procedures (SOP's). Incumbent(s) in this position may perform all or a significant combination of tasks described below depending on operational requirements.
  1. Logs, distributes, and tracks all incoming member communications regarding AARP-branded products and services, including executive correspondence, Better Business Bureau (BBB), and state office member contacts.
  2. Develops and updates workflow distribution procedures for all communication channels
  3. Responds to general member inquiries related to the products and services.
  4. Ensures member file accessibility and oversees the document retention process, and HIPPA - authorizations and tracking for health-related products.
  5. Participates in product and services training
  6. Maintains Member Relations Resource ShareNet Site.
  7. Acts as project lead for internal process improvement initatives.
  8. Utilize Voice of the Customer Database to track member comments.
  9. Update departmental Standard Operating Procedures (SOPs).
  10. Demonstrates AARP's cultural attributes and behaviors in all interactions.
  11. Provides back up support in responding to general inquiries via click-to chat

-Completion of an Associate's degree and 3+ years of experience in a member service/communications environment; or an equivalent combination of related training and relevant experience.

-Strong interpersonal and communication skills, with the ability to effectively communicate with all levels of internal/ external contacts.

-Willingness to work with and contribute to a team environment.

-Proficient in Microsoft Suite and SharePoint for developing reports and tracking workflow data.

-Strong organizational skills.
Benefits Offered

AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.
Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.