Address
Form of work
SalaryESSENTIAL FUNCTIONS
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
- Maintains excellent customer service and demonstrates an in-depth understanding of CHF and BCHD programming, including all program and service rates, classes, personal training, child care, retail offerings, special promotions, and other District programs and services publicized.
- Refers members with unresolved customer service concerns to Membership Services Manager in a timely fashion consistent with our core values and communicates regularly with management to keep them abreast of any customer service issues. Handles billing issues for members in the absence of supervisor.
- Administers the portals for the Silver programs for CHF including but not limited to: submission of member utilization to Silver Sneakers, Silver and Fit, and Healthy Contributions (AARP/United Healthcare) agencies; tracking reporting of revenue earned from all agencies; managing member eligibility for enrollment or termination; overseeing correct entry of new accounts into the CSI software; and ensuring required data fields are entered correctly to confirm the correct insurance information is provided.
- Responsible for organizing and coordinating the monthly Silver challenges in order to drive up visits, increase Silver revenue and to build a social culture.
- Responsible for ensuring all member Daxko profiles and billing information are set up correctly.
- Supports billing functions, including member refunds, payments, freezes, monthly credit card declines, monthly credit card expirations, collections calls to members whose account is in the 60-day past due status and reconciliation of daily bank deposits. Reports any overages or shortages to the GM or Manager. Runs daily financial reports and scans to Finance department.
- Assist the Member Services Manager with the members’ participation in the retention program including but not limited to; activating the new members “Pledge” account, notifying members of their performance on a weekly basis, encouraging and motivating members to participate in the retention program. Provide a weekly report to the GM and Manager.
- Assist with the enrolling of members into the Pre-habilitation and Medical Exercise training programs. Provide members with information regarding programs, outreach and assist the Programs Manager with setup and meeting materials.
- Assists volunteers at front desk with duties and assignments; notifies supervisor of any volunteer issues or concerns.
- Communicates with co-workers in a professional manner and reinforces adherence to workplace rules and guidelines (e.g. cell phone use, dress code) with all staff.
- Assists with the training and implementation of emergency action plans in the event of injury, earthquake, fire, flood or missing participants.
- Responsible for providing the General Manager with the daily class tracking for yoga, Pilates, and personal training sessions.
- In coordination with or as assigned by management staff, make logistical arrangements for meetings, workshops and events including but not limited to facilities, audio-visual equipment, meals, preparation of meeting materials (e.g., agendas and handouts).
- Promotes safety throughout the facility by keeping all areas of CHF neat and tidy, cleaning up spills or other hazards, notifying a supervisor of a safety concern that requires immediate attention, etc. Reports maintenance issues by submitting help tickets and reporting concerns to management.
- Serves as a positive role model by consistently maintaining a positive and helpful attitude with members, guests, management and co-workers.
- Rotates as manager-on-duty, including but not limited to: overseeing facility operations; resolving or facilitating response and solutions to customer concerns; ensuring smooth shift transitions and keep staff updated on events or programs; and maintaining safe and clean environment.
- .Attends and participates in weekly CHF GM/Marketing meetings.
- May be asked to work nights and weekends to meet facility operational needs and serve as an ambassador for both BCHD and CHF at community events and functions.
- Exemplifies BCHD’s core values of compassion, integrity, accountability, and excellence in every interaction with CHF members and the public.
- Special projects as assigned.
COMPETENCIES
This position requires the following competencies (e.g., knowledge, skills and abilities) in order to perform all functions of the job.
LEADERSHIP COMPETENCIES:
Adaptability/Flexibility. Responds positively to change, embracing and using new practices or values to accomplish goals and solve problems. Recovers quickly from setbacks and finds alternative ways to reach goals or targets. Copes well and helps others deal with the ongoing demands of change; sees and shows others the benefits of change.
Attention to Detail. Performs tasks with care; is thorough. Makes few if any errors. Checks work to ensure accuracy and completeness. Compares observations or finished work to what is expected to find inconsistencies. Remains aware and takes care of details that are easy to overlook or dismiss as insignificant.
Customer Focus. Exhibits a polished and professional demeanor at all times. Describes customers’ business and expectations. Shows interest in, anticipates, and responds timely to customer needs. Goes beyond basic service expectations. Seeks ways to improve service delivery. Recognizes adverse customer reactions and develops better alternatives.
Dependability. Shows up to work on time, and follows instructions, policies, and procedures. Meets productivity standards, deadlines, and work schedules. Stays focused on tasks in spite of distractions and interruptions. Balances quality of work with meeting deadlines. Does not make excuses for errors or problems; acknowledges and corrects mistakes.
JOB COMPETENCIES:
Coaching & Mentoring. Sets clear development objectives based on business needs and individual’s personal aspirations. Aligns the right work with the right people; delegates tasks according to individual strengths and interests. Works to create a strong team and treats all staff fairly and consistently. Coaches team members to enhance performance and build competence, giving constructive feedback as appropriate.
Relationship Building. Maintains an open, approachable manner and treats others fairly and respectfully. Preserves others’ dignity and shows regard for their opinions. Anticipates and recognizes the concerns of others, even if not openly expressed. Seeks to resolve confrontations and disagreements constructively. Builds rapport with external partners for mutual benefit to fulfill needs. Demonstrates a balance between building rapport and getting the work done.
Results Focus & Initiative. Sets high goals and works doggedly to achieve them. Pushes self and others to reach milestones. Looks for opportunities to help move a project along; volunteers to help others with projects or assignments. Responds to setbacks with renewed and increased efforts; is persistent in the face of difficulty. Goes the “extra mile” to ensure the goal is met.
Sales Orientation. Secures new business for the organization by identifying, approaching, assessing, and closing new customers. Demonstrates creativity in building new business and expanding existing customer relationships. Approaches every business encounter with a sales orientation. Produces work that meets standards, is error free, and results in minimal waste and re-work.
Self-Management. Prioritizes tasks by importance and deadline. Adjusts priorities as situations change. Focuses time and effort on key tasks. Easily transitions between tasks and picks up where left off when interrupted. Makes reasonable estimates of resource needs to achieve goals or complete projects. Uses sound methods to plan and track work, appointments, and commitments. Completes high volumes of work, keeping a rapid pace without sacrificing accuracy. Meets and exceeds deadlines efficiently.
QUALIFICATIONS GUIDELINES
Any combination equivalent to experience, education, and training that would provide the required knowledge, skills, and abilities would be qualifying. A typical way to obtain the knowledge, skills, and abilities would be:
EDUCATION/TRAINING:
Completion of High School Diploma or equivalent. Associate’s Degree or some college education is highly desirable. Will consider relevant work experience in lieu of formal education.
EXPERIENCE:
Requires a minimum of one-year prior supervisory or lead experience within a service environment. Prior experience coordinating work schedules, writing procedures and overseeing front desk or customer service area.
SPECIAL REQUIREMENTS:
Must be 18 years of age. First Aid, Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator methods; appropriate safety precautions and procedures; simple record keeping procedures. Must be able to successfully pass background check, tuberculosis test and drug screen. Must possess proficiency in Microsoft programs and ability to learn other software programs used at facility (point of sale). May sometimes include adjusting schedule to accommodate evening and/or weekend work based on staff support/coverage needs.
PHYSICAL STANDARDS
Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.
PHYSICAL AND SENSORY ELEMENTS:
This position requires hearing, talking, and seeing. Specific vision abilities required by this job include close vision and the ability to adjust focus. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, feel or operate objects, tools, or controls and reach with hands and arms. The employee uses finger dexterity in order to operate computer hardware for extended periods of time. While performing duties of this job, the employee is required to continuously engage in a series of physical activity to include a combination of sitting, bending, stooping, walking and standing (up to 100% of the time).
ENVIRONMENTAL ELEMENTS:
The employee typically works indoors with controlled temperature conditions; the noise level is frequently quiet or moderately quiet, at or below 85 decibels. When monitoring health and fitness programs and activities, the noise level can exceed 85 decibels during group activities.
