Member Liaison

JOB FUNCTIONS./RESPONSIBILITIES:

• Responsible for sales/onboarding new members of Medical Fitness Center memberships
• Prospect inside and outside leads; consistently work for a high prospecting turnover rate
• Be knowledgeable in special events, themes, member engagement for lead generation and member retention.
• Assist in the promotion of programs and classes to engage members and assist in retention
• Greet and direct members and guests as they enter the facility, as well as when they exit
• Achieve or exceed individual sales goals, renewals and ancillary services
• Assist in activities each month including strategic outreach, for securing member referrals and gaining member engagement/loyalty
• Build rapport and lasting relationships with prospective and current members
• Assisting with program registration, payment processing, and scheduling Medical Fitness services.
• Consistently striving to create a lasting first impression.
• Handling check-ins, addressing questions and resolving issues appropriately.
• Maintaining cleanliness of front desk/common areas to contribute to an exceptional facility experience
• Contacting housekeeping and maintenance departments when a problem is reported
• Performing basic bookkeeping, cashiering, filing, and clerical duties
• Track membership/attendance activity
• Turns every guest visit into a new member relationship by listening to goals in a way that connects with them, establishing trust through knowledge of facility offerings, pricing, with an open dialogue and passion for wellness, community health, and fitness
• Answer phones, respond to emails in a courteous, helpful, and professional manner
• Maintain an atmosphere which makes members feel welcome.
• Assist in keeping all administrative/ office files/documents/etc. organized and up to date
• Assists in creating an outstanding member experience; follow up with current members to see if they are achieving fitness goals. Serve as a resource for questions or concerns, and put them in touch with the right resources as appropriate to ensure members are satisfied with their experience.
• When not executing other job-related tasks, be present throughout the facility helping to ensure a clean and safe environment, while developing lasting relationships.
• Complete all other assignments as given by supervisors.

RESPONSIBILITY AND PERFORMANCE STANDARDS:

• Maintains a warm, pleasant and welcoming environment to those present at the Medical Fitness Center. Consistently striving to create a lasting first impression.
• Interpersonal relationships: relates well with all staff, members and the public. Treats everyone with courtesy, respect and concern. Uses effective communication techniques.
• Attitude: Positive and cooperative outlook toward their position, the facility, and co-workers. Adheres to AHs Guiding Principles and Adirondack Health Medical Fitness service standards.
• Attendance: Reports on time and avoids unnecessary absences.
• Maintains strict confidentiality of patients and maintains compliance of HIPAA regulations with patients. Respects the privacy of members.
• Notifies supervisor, well in advance, of requests for scheduling changes in compliance departmental policy.
• Demonstrates willingness to adjust work schedule due to illness, etc. including taking on other responsibilities in emergency situations.
• Complies with Facility, Departmental and Adirondack Healths general policies and procedures.
• Assumes responsibility for maintaining a clean and orderly work area to promote safety and clean appearance.
• Complies with Infection Control policies and practices to protect staff and customers against the spread of infectious disease in the workplace.
• Participates in staff /departmental meetings and training sessions as requested.
• Responds in a timely fashion to all requests and questions, by either e-mails or voicemail as to demonstrate adequate communication.
• Mail correspondence, both U.S. Postal and Interdepartmental, is handled professionally and in a timely fashion.
• Assists in maintaining proper level of supplies including office supplies, and retail products.
• Assists other staff as requested and as appropriate with scanning, copying, and telephone calls.
• Ability to organize work, manage time, and complete multiple tasks with attention to detail.
• Ability and confidence to network and build rapport.
• Keeps an up to date CPR/AED certification and working knowledge of how to handle emergency situations.
• Demonstrates flexibility and adapts to changes caused by emergencies, schedule, staffing adjustments and procedural changes. Is organized and functions under stressful situations.
• Is passionate in fitness and wellness

POSTION STANDARDS:

• Consistent and accurately registers members for various programs, processes payments, and maintains a working knowledge for members services/programs.
• Accurate in the handling of member and guest check-ins, addressing questions and resolving issues appropriately.
• Maintains a general working knowledge of ALL aspect of the facility as to either respond accurately to questions, or refers the customer to the correct source.
• Maintains a general knowledge of the Rehabilitation side of the operation as to respond or refer appropriately.
• Obtains and verifies customer information in a timely manner.
• Assists in membership sales, member retention, and prospecting.
• Conducts membership tours, and is knowledgeable and up to date in all facility offerings, specialty services.
• Is knowledgeable in all membership software functions that pertain to front desk responsibilities

COMMUNICATIONS/TELEPHONE DUTIES:

• Answers and routes all phone calls to the appropriate areas in a timely manner adhering to positive telephone etiquette skills.
• Greets patients and visitors with an immediate smile, eye contact, proper body language and an appropriate greeting.
• Completes Emergency overhead paging of codes and announcements when necessary.
• Receives and processes patient mail via the internet as well as the general delivery mail in a timely and professional manner.
• Helps when requested during drills.

CASHIER DUTIES:

• Payments for services are collected in a timely manner, and handled in accordance with policy/procedure.
• Informs customers of outstanding payments/ funds all services.
• Documents collections and prints receipts for customers as requested.
• Cash or check payments are forwarded to the proper authorities in a timely manner and in accordance with AH policy.
• Is responsible for the safe keeping of all cash, checks and charges received which includes drawer reconciliation.

SCHEDULING DUTIES:

• Members and clients are scheduled, or given accurate programming schedules in a timely fashion.
• Effectively schedules members at sign up for Fitness Consultations. Understands individual Fitness Coaches specialties/personalities/interests in clientele and accurately schedules customers with appropriate Fitness Coaches.
• Recaps customers appointment times and dates, notifies customers in accordance with departmental policy.
• Promotes other facility offerings and schedules appropriately.
• Accurately, and timely reschedules appointments upon request and with unexpected cancelation.
• Returns calls to all customers when messages are left.
• Notifies the appropriate Supervisor/Manager when scheduling conflicts, funding issues, or any other financial concerns with members accounts are identified.
• Notifies the appropriate personnel when changes are required in the scheduling system to assure appointments can be processed according to customer/department requests.
• Provides members with a Pre-Participation Questionnaire at time of sign up.
• Provides member with Health History form to be completed prior to the customers first appointment.
• Notifies coaches of new consultations or clients

MARKETING:

• Assist in replenishing pamphlets, brochures, posters and advertisements as needed.
• Keeps all materials up to date and stocked.
• Assists in any tasks as requested

Job Type:

Per Diem

Salary Range:

$18.00-$20.00 per hour