What are the responsibilities and job description for the Member Svcs. Lead - Works Fitness FT position at Mass General Brigham?
At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission—from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.
At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare — people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds – to apply.
Job Summary
To act as liaison or resource for any issues in the absence of the department managers. Provide Exceptional Customer Service to members & guests Comply with & Adhere to Manager on Duty Opening/Closing ChecklistQualifications
1. To act as liaison or resource for any issues in the absence of the department managers.
a. MOD's must handle daily/nightly facility member or staff issues that may arise. You are to contact your immediate supervisor or other manager to help with any decisions that may need to be made.
b. Conduct Walk throughs of the facility to ensure safety, staff ratios, and compliance.
c. Provide communication to dept manager, if needed, on issues that are noted during the shifts. (i.e.: staffing concerns)
2. Provide Exceptional Customer Service to members & guests
. When walking around the facility or working at the Service Desk, you must express an inviting smile and the willingness to help in all situations.
a. Be a facilitator when issues arise between members, guests and staff.
b. Assist and/or be available for the Front Desk during peak hours. Assist with Front Desk Staff breaks.
3. Comply with & Adhere to Manager on Duty Opening/Closing Checklist
. Responsible for filling out MOD checklist during their shifts with any notes or comments that are needed to explain any deviation from it or issues that may arise.
a. Checklist must be sent to the Operations Manager at the end of each day. Follow-up would occur if further explanations were needed.
Experience Minimum Required • 2 Years Customer Service Experience and 1 Year Customer Service Management Experience
Experience Preferred/Desired • 5 Years-Customer Service Exp. Health & Fitness Center Experience. 2 Year Customer Service Management
Experience Education Minimum Required • High School Graduate or Equivalent Education Preferred/Desired • associate's degree in business related field Special Skills Minimum Required • Computer Skills Must have friendly outgoing personality Must have good organizational skills & Time management Special Skills Preferred/Desired • Microsoft Office Customer Service Software Experience Licensure and/or Certifications Required • CPR within 3 months of hire
Additional Job Details (if applicable)
Wentworth-Douglass Hospital/The Works Fitness Center, an affiliate of Mass General Brigham, is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve. At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.
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EEO Statement:
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
