Member Services Coordinator

As a Member Services Coordinator at the Findlay Community Hub, you will play a key role in driving membership growth, engagement, and retention while creating an exceptional experience for every member and guest. As a trusted ambassador for the Hub, you will build meaningful relationships, identify opportunities to connect individuals and families with programs and services that meet their needs, and help showcase the value of membership. Through proactive outreach, enrollment support, and personalized service, you will help grow a vibrant and thriving community. This role is ideal for someone who enjoys connecting with people, exceeding goals, promoting health and wellness, and turning every interaction into an opportunity to strengthen member loyalty and expand the Hub's impact.

Location: 1811 Vine Street, Cincinnati, OH 45202

Schedule: Full time

Incentives & Benefits:

We offer competitive shift differentials, opportunities for professional growth, and a comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement.

• PRN positions not eligible for TriHealth benefits

https://careers.trihealth.com/what-we-offer/benefits

Minimum Job Requirements:

• 1 year post High School Education in General Studies
• Equivalent experience accepted in lieu of degree
• Cash register experience
• Computer application skills
• Customer service
• Up to 1 year experience Customer Service

Job Overview:

This position is responsible for managing the front desk operations, facility conceirge with focus on new member onboarding, supporting membership sales, and part of the facility Manager on Duty rotation. Front desk operations to include: team member oversight, scheduling, customer experience, point of sale, and all other aspects of serving customers at the front desk. Within facility concierge, coordinator will meet with all members to find the best programs and services to meet their needs, ensuring the have the opportunity to meet their goals. Support of membership sales in the form of tours, walk-ins, etc, when membership team is unable to handle. Manager on Duty rotation to include average one night shift every other week, one weekend shift per month, and holiday coverage as needed.

Job Responsibilities:

• Serves as Front Desk Lead including scheduling, procedures, and communication. Leads front desk staff meeting monthly with a written agenda and follow-up minutes. Provides input to leadership on annual reviews, performance improvement, hiring and firing of staff. Ensures positive and exceptional customer service at all times with all staff. Handles member comment cards several times each week including all complaints, suggestions and praise. Manages the On Hold Message System. All other desk duties as assigned by leadership.
• Responsible for problem solving with current members while being a liaison between members and management. Provide timely, excellent communication of problems and issues to the appropriate department manager when critical issues arise.
• Responsible for connecting with every new member, helping them to become engrained into the facility over the first 30-60-90 days. Motivational interviewing, conversations on goals, and tying these to our programs and services.
• Miscellaneous duties including ordering first aid and AED supplies and tracking expiration date supplies and replacing them on time or when required. Conducts full membership survey annually. Maintains inventory on all front desk and registration forms to insure they do not deplete inventory.
• Responsible for tours, prospecting, new member sales, renewals, member upgrades, leave of absences and resignations. Processes new member applications, assign membership cards and collect applicable fees. Perform other responsibilities as required by Member Service Supervisor.
• Enforces facility policies and procedures with a positive customer service attitude. Provides exceptional care during any emergency situations involving members, guests, staff, or a facility issue.

Working Conditions:

Climbing- Occasionally

Continuous Learning- Frequently

Hearing: Conversation- Consistently

Hearing: Other Sounds- Frequently

Interpersonal Communication- Consistently

Kneeling- Rarely

Lifting

Lifting 50+ Lbs- Rarely

Lifting 11-50 Lbs- Occasionally

Pulling- Frequently

Pushing- Frequently

Reaching- Consistently

Reading- Frequently

Sitting- Occasionally

Standing- Consistently

Stooping- Occasionally

Talking- Consistently

Thinking/Reasoning- Frequently

Use of Hands- Consistently

Color Vision- Frequently

Visual Acuity: Far- Frequently

Visual Acuity: Near- Consistently

Walking- Consistently

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:

Serve: ALWAYS…

• Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
• Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel: ALWAYS…

• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
• Offer patients and guests priority when waiting (lines, elevators)
• Work on improving quality, safety, and service

Respect: ALWAYS…

• Respect cultural and spiritual differences and honor individual preferences.
• Respect everyone's opinion and contribution, regardless of title/role.
• Speak positively about my team members and other departments in front of patients and guests.

Value: ALWAYS…

• Value the time of others by striving to be on time, prepared and actively participating.
• Pick up trash, ensuring the physical environment is clean and safe.
• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.

Engage: ALWAYS…

• Acknowledge wins and frequently thank team members and others for contributions.
• Show courtesy and compassion with customers, team members and the community