Fitness Contract Services Representative (remote, $16/hour) - Remote Eligible

Fitness Contract Services Representative

American Specialty Health Incorporated (ASH) is seeking a Fitness Contract Services Representative to join our Fitness Network Management department. The purpose of this position is to respond to fitness inquiries via the telephone queue system, internal teams, and departments to ensure efficient and effective resolution of fitness inquiries with high quality customer service, research and resolve issues related to fitness inquiries.

Responsibilities:

• Respond to and resolve fitness inquiries received via the Fitness Contract Services queue.
• Captures fitness complaints and resolves or forwards to Fitness Contract Services Rep 2 or Lead Fitness Contract Services Rep for resolution when required.
• Captures fitness change information including address, phone number, etc., rate review requests and change of ownership, documents and forwards as required to record changes in appropriate systems.
• Handles necessary administrative duties to properly support, document and resolve fitness inquiries.
• Maintains confidentiality of fitness files, network participation data, fitness records/documents and all discussions relative to recruiting, contracting processes.
• Attends department and all-staff meetings to increase knowledge and foster teamwork.

Provides assistance in educating, maintaining and satisfying the fitness networks:

• Provides educational phone orientations as requested by fitness centers, management, other departments.
• Assists the fitness centers and instructors as needed, keeping retention of their ASH contract as a primary focus.
• Takes responsibility for contacting and assisting fitness centers and instructors regarding unique situations that occur.
• Follows up with fitness related resignations received and calls to assist, educate, and retain the contract.
• Works with other departments as requested to assist with the common goal of maintaining the network.
• Acts as a fitness advocate within the company; takes responsibility for making sure that escalated issues are handled with the care needed to maintain relations within the network.
• Completes all ASH University training requirements, including required regulatory trainings, as well as ad hoc trainings required by management, within required timeframes.

Reviews ASH Fitness agreements, program manuals and works within ASHLink:

• Reviews ASH Fitness agreements and network participation requirements.
• Resolves high-level administrative problems.
• Understands and can educate on ASH Fitness Premium vs. Standard networks and Premium network membership options.
• Navigates and troubleshoots all functions in ASHLink.com.
• Works within ASH Systems (PROMIS, ASHCore, FMS and IHIS).

Performs other duties as assigned. Complies with all policies and standards.

Qualifications:

• Associate's Degree preferred.
• High School Diploma or GED certificate required.
• 2 years progressive experience performing customer service duties required.
• Managed care or health care experience preferred.
• Proficient in MS Office with experience in word processing and spreadsheet applications.
• Strong verbal and written communication skills.

Core Competencies:

• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.

Mobility:

• Primarily sedentary, able to sit for long periods of time.

Physical Requirements:

• Ability to see, speak, and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within and around the facility or Work from Home (WFH) environment. Capable of using a telephone, computer keyboard, and mouse. Ability to lift up to 10 lbs.

Environmental Conditions:

• Work-from-home (WFH) environment.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender, gender identity, gender expression, race, color, religion, creed, national origin, citizenship, ancestry, physical or mental disability, legally-protected medical condition, marital status, age, sexual orientation, genetic information, military or veteran status, political affiliation, or any other basis protected by applicable local, federal or state law.