POSITION: Work-Fit Team Leader (Athletic Trainer)
LOCATION: Mesa, AZ
SHIFT: 4-10 schedule, Mon-Thu, ~7am-5pm
Role Overview:
The Team Lead is a customer-facing role responsible for supporting effective delivery, coordination, and continuous improvement of Work-Fit services at an assigned client site or program. This role combines direct service delivery with day-to-day operational leadership, client relationship support, customer communication, team member guidance, compliance oversight, documentation quality, and program performance monitoring. The Team Lead represents Work-Fit professionally in daily interactions with client contacts, employees, participants, and internal leadership, helping ensure services are responsive, consistent, and aligned with Work-Fit standards, client expectations, applicable regulations, and current standard operating procedures.
Essential Duties and Responsibilities
- Deliver high-quality, customer-facing Work-Fit services in accordance with the statement of work, site-specific standard operating procedures, professional standards, and applicable laws and regulations.
- Represent Work-Fit professionally in daily interactions with client contacts, employees, participants, visitors, and internal stakeholders.
- Build and maintain positive working relationships with client contacts by demonstrating responsiveness, follow-through, professionalism, and a solutions-oriented approach.
- Support daily program operations by coordinating schedules, service coverage, workflow, documentation completion, equipment readiness, and customer service expectations.
- Serve as a day-to-day point of contact for customer-facing service questions, operational priorities, documentation expectations, participant needs, and site-specific communication.
- Communicate regularly with client contacts and Work-Fit leadership regarding program operations, service impact, staffing needs, customer concerns, service trends, and opportunities to enhance delivery.
- Identify, communicate, and help resolve customer service issues, operational barriers, and service delivery concerns in a timely and professional manner.
- Participate in client meetings, committees, customer interviews, presentations, networking activities, and other customer-facing program forums as requested.
- Support program marketing and engagement efforts by helping develop, distribute, and deliver educational materials, presentations, wellness messaging, and service promotion resources.
- Maintain a safe, secure, clean, and professional work environment by understanding, communicating, and reinforcing Work-Fit and client policies, procedures, and expectations.
- Assist with onboarding, training, coaching, mentoring, and ongoing development of Assistant Team Leads and team members, with emphasis on customer service standards and consistent service delivery.
- Provide constructive feedback to Assistant Team Leads and Team Members, and escalate performance, professionalism, employee relations, customer service, or compliance concerns to appropriate leadership when needed.
- Monitor documentation and record management practices to ensure service interactions are completed accurately, timely, securely, and in accordance with Work-Fit and client requirements.
- Support quality assurance activities, including documentation reviews, scorecard review, performance tracking, customer feedback review, and corrective action planning.
- Assist leadership in monitoring key performance indicators, service utilization, program trends, customer feedback, and outcomes to identify opportunities for improvement.
- Ensure equipment, supplies, service areas, and workspaces are maintained in a safe, clean, organized, and functional condition; coordinate maintenance or calibration needs as appropriate.
- Protect the confidentiality and security of sensitive records, client information, employee information, and patient or participant information always.
- Remain current with required credentials, certifications, policies, professional standards, and laws governing practice in the assigned health or service field.
- Support budget-conscious program operations by identifying resource needs, communicating operational barriers, and assisting with efficient use of staffing, equipment, and supplies.
- Perform additional duties, responsibilities, and projects assigned by Work-Fit leadership or senior management.
This list of duties is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that leadership may deem necessary.
Knowledge, Skills, and Abilities
- Demonstrates professionalism, reliability, sound judgment, and a customer-focused approach in all interactions.
- Communicates clearly, respectfully, and confidently with client contacts, employees, participants, team members, and Work-Fit leadership.
- Builds trust through responsiveness, follow-through, discretion, and consistent service delivery.
- Leads through influence, supports team accountability, and reinforces consistent customer service expectations while maintaining a collaborative team environment.
- Analyzes customer feedback, service trends, documentation quality, and operational needs to recommend practical improvements.
- Maintains confidentiality, compliance awareness, and attention to detail in documentation, communication, and service delivery.
- Demonstrates poise and professionalism when responding to customer concerns, competing priorities, and time-sensitive service needs.
- Builds effective relationships with team members, client contacts, participants, and Work-Fit leadership.
- Demonstrates commitment to continuous learning, professional growth, and advancement of Work-Fit services.
Required Qualifications
- Bachelor's degree in health, safety, wellness, rehabilitation, athletic training, or related professional field, or equivalent experience approved by leadership.
- Required state licensure and/or professional certification in the specified health field, as applicable to the assigned program.
- Current CPR/AED certification.
- Minimum of three years of professional experience in the specified health or customer-facing service field preferred.
- Prior leadership, mentoring, training, program coordination, account support, or client-facing experience preferred.
- Strong written and verbal communication skills, including the ability to communicate effectively with individuals, groups, team members, client contacts, participants, and leadership.
- Ability to manage time, prioritize responsibilities, follow through on commitments, and respond professionally to customer needs with sound judgment.
- Proficiency with Microsoft Outlook, Word, Excel, PowerPoint, online research tools, and applicable Work-Fit, record management, or client databases.
- Comfort and flexibility delivering customer-facing services in varied work environments, including manufacturing, warehousing, office, outdoor, clinical, or other client-specific settings.