H&W Member Services Associate

WOOSTER COMMUNITY HOSPITAL

Health and Wellness Member Services Associate - 1822 MAIN FUNCTION : The Member Services Associate is responsible for executing the daily operations of the Reception Desk and achieving excellence in customer service to HealthPoint members, clients, and facility guests. Being able to demonstrate a full understanding of how the department functions in order to facilitate assistance to the members is paramount. Member Services Associate complete multiple computer related tasks throughout a shift as well as answering all incoming Health and Wellness Department phone calls.

In addition, Member Services Associate will perform routine maintenance and cleaning of exercise equipment and in the facility. In certain situations, with appropriate certification, the Member Services Associate may also be asked to provide instruction for appropriate Group Exercise Classes and provide general fitness guidance to members. RESPONSIBLE TO: Supervisor, Health and Wellness MUST HAVE

Must be 18 years of age with a High School Diploma OR be at least 16 years of age actively working towards a High School Diploma or equivalent Current BLS/AED Certification through the AHA Able to lift and carry at least 50 pounds No written disciplinary action within the last 12 months PREFERRED ATTRIBUTES: Previous fitness class instruction experience Fitness Professional certified by ACSM or comparable organization Position Expectations: Responsible for the reception, registration and payment processing for Health and Wellness members, clients, and guests.

Demonstrate the ability to form relationships and communicate with members in a way that shows compassion and the willingness to assist the members. Required to be well informed with all department matters. Must be knowledgeable enough to intelligently answer questions regarding the department or appropriately transition the member to another staff member that can provide answers.

Demonstrate excellent telephone etiquette when answering or completing calls by being helpful to the caller, regardless of the nature of the call. Competent with duties related to computer tasks, specifically the daily operation of member tracking software, general knowledge of Microsoft Outlook, Publisher, Word & Excel. May also complete various reporting, data entry or marketing/promotional assignments.

Knowledgeable with general operations of an iPad or smart phone to assist clients with the department app, services, and website. Able to demonstrate excellent communication skills with the entire staff regarding member services and facility operations. Provides general supervision for clients participating in the facility and is committed to customer service excellence.

Responds to emergency situations, medical, weather or facility related. Provides appropriate care or transfer of care and reporting incidents in the facility according to the Emergency Action Plan. Assists with maintenance/cleaning of the facility, fitness equipment, group exercise studio, small group studio, and aquatic area.

Assists in maintaining/testing pool chemical levels, conducting pool maintenance procedures, communicating any pool related issues to the Certified Pool Operator and tracking supply usage. If certified by a credentialing group exercise organization - is able to provide effective general and class specific instruction and direction for all participants, regardless of ability level. Committed to service excellence by maintaining current certifications, attending continuing education seminars and reviewing industry literature.

Enforces all facility rules/regulations in a courteous manner. Follows established WCH and Health and Wellness policies and procedures. Accepts constructive criticism/direction and effectively changes own performance.

Able to lead by example in living a healthy lifestyle. Demonstrates a team approach by displaying the willingness to embrace a “facility first” attitude and exceeding expectations in any way possible. Promote a professional work environment as staff led.

Modeling values of professionalism, hard work, responsibility, superior customer services, respect, and honesty. Other day-to-day operational duties, as necessary, to ensure the continued operation of the Health and Wellness Department. Revised Dates: 05/18, 5/19, 10/23, 4/25 Approved by Human Resources: TMMYERS