Customer Svc Rep - Fitness Ctr

Facility: Kennestone Hospital

Job Summary:

The Customer Service Representative functions under the direct supervision of the Manager of Fitness Centers Growth & Engagement. This individual utilizes the Wellstar values as the foundation for all actions. Customer Service Rep oversees various customer service initiatives throughout facility and acts as a liaison among patients, families, members/prospects, and employees, assists in answering all inquiries relating to facility visits, inbound calls, etc. and assists personnel in solving consumer related problems to ensure customer satisfaction. This person actively communicates knowledge concerning facility/system policy and procedures to maintain up-to-date information. The Customer Service Rep will investigate all customer/patient/member/prospect concerns and document customer service responses. This person maintains the highest level of professionalism and integrity at all times. This individual will handle all appointment scheduling and point of service sales for the facility. The Customer Service Rep is also responsible for greeting members by name and assisting leadership with member/patient retention. This role is versatile and assists various departments with other projects within the facility as needed. All Customer Service Reps are responsible for membership tours, sales and customer service. This role oversees account management including but not limited to corporate billing, employee and community membership, and all patient inquiries for the medical fitness programs. This individual actively promotes any specials and programs currently running in any Wellstar Fitness Centers. Must enjoy working with people and possess a friendly and outgoing personality..

Core Responsibilities and Essential Functions:

Front Desk Operations (essential duties) Greet and assist members, prospects, and guests with exceptional customer service. Prepares the facility for daily operations including but not limited to opening and counting POS system. Perform all daily closing procedures including but not limited to counting the POS drawer and creating bank deposit. Participation in special events as needed. Responsible for emergency codes, respond accordingly by paging all staff and following up with a phone call to emergency departments as needed. Manage and qualify appointments to support monthly sales quota (massage, personal training, aquatics, and nutrition) Answer all incoming calls to the facility and send to responsible party as needed. Maintain the facility email inbox and respond to all email inquiries as needed. Maintains office supply inventory and reports any items needed for ordering. Serves as the face of the facility providing all prospective clients a thorough tour of the facility covering all programs, classes, packages, and other ancillary benefits of membership. Establish new memberships to meet monthly membership revenue quota. Ensures all new member information (billing and personal) is correct and ready for processing. Meet conversion goals for online generated leads. Account management
- Process all membership changes including but not limited to cancellations, freezes, and rewrites
- Assist members in setting up MYiCLUB accounts for online account management
- Identify, resolve, and/or escalate any membership/billing issues to leadership
- Run monthly corporate billing report and create to send statements to corporate clients Acts as a liaison among patients, families, and employees
- Provides support to fitness center facility by giving directions, making phone calls, providing resources and other tasks as needed.
- Facilitates communication between providers and patients/prospects/members
- Maintain communications with providers and patient/member/prospect to communicate information and unusual problems regarding scheduling and other issues
- Translates or contacts the translation line/Medical Interpreter to assist non-English speaking customers.
- Monitors entrances of designated areas for unauthorized persons and notifies security of potential problems. Marketing, Sales and Facility Promotion
- Upsell ancillary services to all current and new members
- Educate members and prospects on current sales offerings
- Other duties as assigned for proshop, membership, personal training, aquatics, nutrition, and massage sales
- Inventory for onsite proshop items and sales
- Ability to learn and use POS software Assist with training initiatives, complaint resolution, and ensure all prospects/members/patients receive a positive impression of Wellstar Fitness Center
- Orients and trains new Customer Service Reps.
- Documents customer concerns when needed and takes appropriate measures for positive resolution and patient outcomes.
- Identify areas for improvement in customer service delivery, policies and procedures. Understands and follows these policies and procedures.
- Maintains an organized and clean work area/waiting area. Contacts day porter immediately if an area needs attention.
- Directs patients/prospects/members to correct departments as needed.
- Demonstrates safe work practices and attitudes. Improve patient safety by understanding and apply: Safety First. (SBAR, Repeat Back, Read Back, 5Ps Hand-off, etc.)
- Demonstrates the knowledge and skill necessary to provide age appropriate care. Possess the ability to assess data reflective of the patients status and interpret the appropriate information relative to the patients age-specific needs.

Required Minimum Education:

High school diploma Required and
Associate's Degree Preferred and
Bachelor's Degree Preferred

Required Minimum License(s) and Certification(s):
All certifications are required upon hire unless otherwise stated.

• Basic Life Support or BLS - Instructor

Additional License(s) and Certification(s):



Required Minimum Experience:

Minimum 1 year experience in retail, sales, account management or customer service in a health care/medical fitness setting or other fast paced environment Required
Hospital or medical fitness setting Preferred

Required Minimum Skills:

Excellent interpersonal communication (to interact effectively with physicians, other hospital
associates, patients and families), computer, organizational/time management, decision making/problem solving,
analytical, change management.
Must demonstrate knowledge of fiscal responsibility and a positive, professional
attitude.
Must demonstrate effective written and oral communication and effective team skills including cooperation,
open communication, and flexibility. Bilingual skills preferred. Training in crisis intervention preferred.