Coord Member Experience (BHA) at Beacon Health System – Kalamazoo, Michigan

13443 Coord Member Experience (BHF):

Reporting to the Director, Beacon Health & Fitness site specific (Elkhart, South Bend, Granger or Three Rivers). Assists in planning, organizing, staffing, leading, and coordinating specified facility office duties as assigned to ensure high-quality customer service for members and is also responsible for coordinating service delivery of integrated support services within Beacon Health & Fitness. Assists the Director in different aspects of coordinating the day-to-day operations, development of community and recreational/sports activities as well as staffing and community outreach. Responsible for rental and recreational operations including scheduling, implementing community and recreational programs and overall staff coordination in accordance with established Beacon Health & Fitness (BHF) policies and procedures. Ensures that there is sufficient staff coverage. Responsible for meeting financial obligations related to designated areas that fall under site specific duties. Implementation and focus on BHF Member Experience Vision; creating unified teams that focus on member safety, department buy-in and regular rounding within identified departments.

MISSION, VALUES and SERVICE GOALS

· MISSION: We deliver outstanding care, inspire health, and connect with heart.

· VALUES: Trust. Respect. Integrity. Compassion.

· SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Coordinates the Designated Department Operations by:

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· Assisting the Director with recruitment, hiring, training and performance evaluation responsibilities.

· Assisting in coaching, counseling and implementing disciplinary action when necessary.

· Coordinating and supervising the daily operations of the specific departments. This includes schedules, department goals (financial & customer experience), tracking & ordering of inventory & working close with other coordinators to ensure duties are being completed

· Ensuring timely opening and closing and coverage at all times; including filling in for staff during emergencies or as otherwise needed in all assigned departments.

· Monitoring timecards on a regular basis and making adjustments, as needed, to meet budget limits.

· Processing invoices received for all Beacon Health & Fitness supplies.

· Updating of the maintenance log.

· Conducting or coordinating monthly customer service training and workshops.

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· Manages computer systems scheduling and club management systems according to staff shifts and availability.

· Personally sells memberships, through the development of new leads, center tours, phone email inquiries and prospective of all lead sources.

· Identifying potential customers and markets and initialing prospects by conducting sales, through the development of new leads, facility tours, phone and email inquiries and prospecting of all lead sources.

· Handling prospect inquiry calls to convert calls into scheduled appointments, following up on all interactions with prospects.

· Arranging and conducting effective tours of the facility for prospective members; promoting features/programs which meet individual needs

· Initiating follow-up calls with individual/groups identified through marketing efforts.

· Meets or exceeds weekly, monthly and annual sales goal as determined by leadership team.

· Coordinates and assists in member and prospect mailers.

· Prepares weekly, monthly and annual sale reports as assigned.

Supports the BHF Management Team by:

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· Providing input into development and maintenance of BHF policies and procedures.

· Works in collaboration with BMG entities (Physical Therapy, Physicians and Other Specialty Groups) through member referral.

· Receives comments and complaints from members and takes appropriate action. Also, provides feedback to BHF leadership.

· Providing input on operational procedures and practices and identifying opportunities to improve customer service.

· Provides weekly, monthly, and quarterly metric reports reflecting the participation of individuals in programming and rentals.

· Maintains records, reports and files as required by BHF policies and procedures.

· Receiving input from members regarding comments, suggestions and/or complaints; takes appropriate action to assure membership satisfaction.

· Assists the Director in applying and enforcing all regulations; following all emergency procedures as outlined in the operations manual.

· As directed, assisting in the scheduling of staff by observing staffing patterns and recommending scheduling adjustments.

· Following up with new members to ensure smoothness of enrollment process and that their expectations are met.

· Providing member sales/service data for computer tracking system.

· Working with BHF team to maintain/improve high standards of customer service; leading to higher levels of member retention

Supports the Day-to-Day Operations of BHF by:

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· Working or directly with contracted cleaning and maintenance vendors on housekeeping or facility operations issues.

· Modeling desired customer services behaviors and dress code to Athletic Club Staff.

· Enthusiastically promoting positive health and fitness behaviors to members and other staff.

Performs other Functions to Maintain Personal Competence and Contribute to the Overall Effectiveness of the Department by:

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· Completing other job related assignments and special projects as assigned.

· Recommends appropriate programs and services based on community needs and interests.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

· Attends and participates in department meetings and is accountable for all information shared.

· Completes mandatory education, annual competencies and department specific education within established timeframes.

· Completes annual employee health requirements within established timeframes.

· Maintains license/certification, registration in good standing throughout fiscal year.

· Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.

· Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.

· Adheres to regulatory agency requirements, survey process and compliance.

· Complies with established organization and department policies.

· Available to work overtime in addition to working additional or other shifts and schedules when required.

Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:

· Leverage innovation everywhere.

· Cultivate human talent.

· Embrace performance improvement.

· Build greatness through accountability.

· Use information to improve and advance.

· Communicate clearly and continuously.

Education and Experience

· The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of a bachelor’s degree in a related field of Parks and Recreation, Business, Marketing, Event Planning or a related field. Two years professional in job related field. Supervisory experience in a service industry is preferred. A proven track record of success in a leadership position is desirable.

Knowledge & Skills

· Requires a broad knowledge of the service industry and some familiarity with the fitness and wellness industry in order to understand and match the programs, facilities and services offered at the BHF with potential member needs.

· Demonstrates the verbal and written communication skills necessary to interact effectively with members, staff and visitors and strong customer service satisfaction skills.

· Demonstrates a high level of interpersonal skills and a sincere interest in improving the health and well-being of the general public.

· Demonstrates excellent leadership skills and the ability to train, motivate and guide entry level staff to work well together as an integrated customer service team.

· Demonstrates a personal commitment to positive fitness and health practices and presents an image consistent with a fit and healthy lifestyle.

· Demonstrates proficiency in computer skills, including basic internet skills. A basic understanding of database applications is desired.

· Requires the ability and knowledge of prospecting, selling techniques and follow-up skills to capitalize on potential sales leads.

· Demonstrates problem-solving skills with the ability to overcome objections and has a track record of success in closing sales.

· Responsible for researching, planning and implementing programmed physical activities for individuals or groups.

· Select programs and activities that meet the demands of the community they serve.

· Demonstrates an understanding of basic principles of motivation, safety, behavior modification and emergency procedures.

· May instruct group or individual programs.

· Requires skills in public speaking in the form of staff and/or community trainings and presentations.

· Requires leadership skills necessary to elicit cooperation and support of the Beacon Health & Fitness Team in a constructive manner.

· Requires the ability to work independently and prioritize workload. Also requires analytical, organization and planning skills.

· Maintains professional certifications as appropriate.

Working Conditions

· Works in a fitness/community/club and office environment.

· Requires ability to work flexible hours including early mornings, nights, and weekends to cover area responsibilities when necessary.

Physical Demands

· Requires the physical ability and stamina to perform the essential functions of the position.