CHF Member Services Specialist

Front Desk Operations Assistant

Under the direction of the Membership Services Manager, assists with the daily management of front desk operations to include scheduling, procedure development, volunteer oversight and work direction, and safety compliance.

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

1. Maintains excellent customer service and demonstrates an in-depth understanding of CHF and BCHD programming, including all program and service rates, classes, personal training, retail offerings, special promotions, and other District programs and services publicized.
2. Refers members with unresolved customer service concerns to Membership Services Manager in a timely fashion consistent with our core values and communicates regularly with management to keep them abreast of any customer service issues. Handles billing issues for members in the absence of supervisor.
3. Administers the portals for the Silver programs for CHF including but not limited to: submission of member utilization to Silver Sneakers, Silver and Fit, and Healthy Contributions (AARP/United Healthcare) agencies; tracking reporting of revenue earned from all agencies; managing member eligibility for enrollment or termination; overseeing correct entry of new accounts into the CSI software; and ensuring required data fields are entered correctly to confirm the correct insurance information is provided.
4. Responsible for implementing the quarterly Silver challenges in order to drive up visits, increase Silver revenue and to build a social culture.
5. Responsible for ensuring all member Daxko profiles and billing information are set up correctly.
6. Supports billing functions, including member refunds, payments, freezes, monthly credit card declines, monthly credit card expirations, collections calls to members whose account is in the 60-day past due status and reconciliation of bank deposits. Reports any overages or shortages to the General Manager (GM) or Manager. Assists with the enrolling of members into the Pre-habilitation and Medical Exercise training programs. Provide members with information regarding programs, outreach and assist the Programs Manager with setup and meeting materials.
7. Assists with the enrolling of members into the Pre-habilitation and Medical Exercise training programs. Provide members with information regarding programs, outreach and assist the Programs Manager with setup and meeting materials.
8. Assists volunteers at front desk with duties and assignments; notifies supervisor of any volunteer issues or concerns.
9. Communicates with co-workers in a professional manner and reinforces adherence to workplace rules and guidelines (e.g. cell phone use, dress code) with all staff.
10. Assists with the training and implementation of emergency action plans in the event of injury, earthquake, fire, flood or missing participants.
11. Promotes safety throughout the facility by keeping all areas of CHF neat and tidy, cleaning up spills or other hazards, notifying a supervisor of a safety concern that requires immediate attention, etc. Reports maintenance issues by submitting help tickets and reporting concerns to management.
12. Serves as a positive role model by consistently maintaining a positive and helpful attitude with members, guests, management and co-workers.
13. Rotates as manager-on-duty, including but not limited to: overseeing facility operations; resolving or facilitating response and solutions to customer concerns; ensuring smooth shift transitions and keep staff updated on events or programs; and maintaining safe and clean environment.
14. Attends and participates in monthly MSR/MSS meetings.
15. May be asked to work nights and weekends to meet facility operational needs and serve as an ambassador for both BCHD and CHF at community events and functions.
16. Performs assigned training, duties, and work schedule as a disaster service worker on behalf of BCHD.
17. Exhibits clear understanding of the history, mission, and vision and serves as an ambassador of Beach Cities Health District.
18. Exemplifies BCHD's core values of compassion, integrity, accountability, and excellence in every interaction with staff, volunteers and members and the public.
19. Performs special projects and other duties as assigned.

This position requires the following competencies (e.g., knowledge, skills and abilities) in order to perform all functions of the job.

Leadership Competencies:

• Adaptability/Flexibility: Responds positively to change, embracing and using new practices or values to accomplish goals and solve problems. Recovers quickly from setbacks and finds alternative ways to reach goals or targets. Copes well and helps others deal with the ongoing demands of change; sees and shows others the benefits of change. Manages change in a way that reduces the concern experienced by others. Clarifies priorities when leading change.
• Attention to Detail: Performs tasks with care; is thorough. Makes few if any errors. Checks work to ensure accuracy and completeness. Compares observations or finished work to what is expected to find inconsistencies. Remains aware and takes care of details that are easy to overlook or dismiss as insignificant.
• Customer Focus: Exhibits a polished and professional demeanor at all times. Describes customers' business and expectations. Shows interest in, anticipates, and responds timely to customer needs. Goes beyond basic service expectations. Seeks ways to improve service delivery. Recognizes adverse customer reactions and develops better alternatives.
• Teamwork: Knows and supports teammates' work and deliverables. Encourages team unity through sharing information or expertise, working together to solve problems, and putting team success first. Helps remove barriers to team productivity and success. Involves everyone on the team. Helps those in need of assistance, regardless of rank.

Job Competencies:

• Dependability: Shows up to work on time, and follows instructions, policies, and procedures. Meets productivity standards, deadlines, and work schedules. Stays focused on tasks in spite of distractions and interruptions. Balances quality of work with meeting deadlines. Does not make excuses for errors or problems; acknowledges and corrects mistakes.
• Problem Solving: Breaks down problems and identifies all of their facets, including hidden or tricky aspects. Generates a range of solutions and courses of action with benefits, costs, and risks associated with each. Probes all fruitful sources for answers and thinks 'outside the box' to find options. Tests proposed solutions against the reality of likely effects before going forward; looks beyond the obvious and does not stop at the first answers.
• Relationship Building: Maintains an open, approachable manner and treats others fairly and respectfully. Preserves others' dignity and shows regard for their opinions. Anticipates and recognizes the concerns of others, even if not openly expressed. Seeks to resolve confrontations and disagreements constructively. Builds rapport with external partners for mutual benefit to fulfill needs. Demonstrates a balance between building rapport and getting the work done.
• Sales Orientation: Secures new business for the organization by identifying, approaching, assessing, and closing new customers. Demonstrates creativity in building new business and expanding existing customer relationships. Approaches every business encounter with a sales orientation. Produces work that meets standards, is error free, and results in minimal waste and re-work.

Qualifications Guidelines:

Any combination equivalent to experience, education, and training that would provide the required knowledge, skills, and abilities would be qualifying. A typical way to obtain the knowledge, skills, and abilities would be:

Education/Training:

Completion of High School Diploma or equivalent. Associate's Degree or some college education is highly desirable. Will consider relevant work experience in lieu of formal education.

Experience:

Requires a minimum of one-year experience within a service environment. Prior experience coordinating work schedules, writing procedures and overseeing front desk or customer service area.

Knowledge:

Knowledge of customer service, appropriate safety precautions and procedures and recordkeeping procedures. Knowledge of marketing and sales techniques a plus.

Skills/Abilities:

Ability to build community relationships and represent BCHD core values. Exceptional interpersonal skills with the ability to establish and maintain effective relationships with a diverse range of people.

Requires excellent organizational and effective communication skills: proficiency in Microsoft programs and ability to learn software programs used at facility (Spectrum/Daxko, reservations system, Zoom etc. The position requires a management rotation schedule that can include evenings and weekends.

Special Requirements:

Must be 18 years of age. First Aid, Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator methods; appropriate safety precautions and procedures; simple record keeping procedures. Must be able to successfully pass background check, tuberculosis test and drug screen. May sometimes include adjusting schedule to accommodate evening and/or weekend work based on staff support/coverage needs.

Physical Standards

Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified

Beach Cities Health District