Membership Services Coordinator

We Are More Than A Health System. We Are A Belief System.

We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

Job Description Summary:

This position executes high level customer service and recovery skills for internal and external customer questions, concerns and complaints. Sells NWC programs and services to groups and individuals by providing program information, tours and representing MHHC at marketing and special events. Maintains various marketing-based databases for tracking purposes and makes out-going calls for increased member retention. Requires knowledge of medical terminology for accurate triaging for enrollment testing as well as processing requests and releases of member medical freezes. Requires accuracy in establishing, documenting, collecting and reconciling of daily program fees and services. Schedules various NWC clinical and retail program services.

Responsibilities And Duties:

30% Retail Administration Community Health and Fitness Program CH&F Program: tours, triages, schedules enrollment, orientation and annual reviews appointments. Makes welcome calls and reports. Processes financials, Leave of Absence, medical freeze, membership cancellations, bereavement letters and special customer requests as needed. Cardiovascular Transition, Fresh Start Bariatric, Cancer Wellness, Executive Health: Program scheduling, paperwork, billing, free-months and transfers. V0 2 Max stress testing and Bod Pod testing: scheduling, fee collection. Concern Database: entering and follow-up of member and non-member concerns/issues for resolution of concern. Provides weekly and monthly reports to management. Retention Management: Recovery report calls and appointment scheduling. Target report calls for email updating. Weekly report build. Special event emails.

30% Clinical Administration Cardiac Rehab: Leads Preview tour for prospective clients. Meets with clients at Initials, Finals & Free-Month appointments to process paperwork, billing, scheduling and transfers to CH&F program. Makes 3rd Week calls for increased transfer rates to CH&F program. Updates databases. Provides weekly and monthly reports to management. Pulmonary Rehab: Meets with clients at Initials, Exit and Free-Month appointments to process paperwork, billing, scheduling and transfers to CH&F program. Makes 3rd Week calls for increased transfer rates to CH&F program. Updates databases. Provides weekly and monthly reports to management. Medical Freeze: Interaction with doctor offices and members to initiate, follow-up and close requests for suspension of membership program fee billing due to significant medical issues that temporarily prevent safe continuation of exercise. Triaging required per event algorithm to meet safe return protocols. Schedule return appointments. Process 5-Month Term notification letters, billing adjustments and refunds. OhioHealthy Exercise Consults: Complete scheduling and paperwork for insurance-billed registrations. Internal Referrals from MHHC clinical services to CH&F program: Process referral paperwork. Database updating. Leading weekly Fresh Start Post-Op tours-goal: Increased familiarity w/MHHC in hopes to increase join rate. Neuro Fitness Conduct meeting with clients at start of their MHHC program for paperwork, scan card, collection of fees

20% Financial Sell CH&F memberships Sell annual renewals Sell reenrollments Sell personalized services: Pilates, personal training, Sports Enhancement, swim lessons, massage, lockers, babysitting. Sell clinical programs/services: Spine, Sport and Joint Center, Musculoskeletal Services, Cardiac & Pulmonary Rehab, Cardiovascular Transition, Fresh Start Bariatrics, Medical Weight Treatment, Cancer Wellness, Diabetes, Nutrition Consultations, Anti-Coagulation Clinic.

20% Retail/Marketing/Direct Sales Tours: Individual and group. OhioHealth Events: Represent and sell MHHC programs and services at Benefit Fairs, Bio-Metric Days and other system-wide events. Community Marketing Events: Represent and sell MHHC programs and services at local Chamber of Commerce events, business/corporate health events and target-specific markets, i.e., local nursing homes/assisted living facilities. Big Reds Lodges: Provide callers and MHHC tour participants with lodge information/means of scheduling. Columbus Blue Jackets: Work with Blue Jackets Human Resources department to facilitate memberships for Blue Jacket associates. Update database base. New member acquisition and Existing Member Retention: Track frequency and effectiveness of member acquisition and retention activities. Execute activities, tools and techniques to attract new members and retain existing members. Achieve goals around member retention and member growth. New Member Conversion from McConnell Programming: Executive activities, tool and techniques to convert McConnell Program participants to McConnell membership. Achieve goals around new member conversions fro McConnell programming.

Minimum Qualifications:

High School or GED (Required) Equivalent combination of with Microsoft Office Programs (Word, Excel, Access, Power Point). Strong commitment to high level customer service. Excellent interpersonal communication skills for representation and selling of NWC programs and services. Demonstrates effective conflict resolution skills for facilitating resolution of customer concerns. Ability to handle a fast paced high pressure work environment while accurately completing multiple tasks at same time. Excells in an interdependent, team focused work environment. Strong critical thinking problem solving skills. Detail oriented. Three to five years Experience providing face to face customer service

Additional Job Description:

Equivalent combination of with Microsoft Office Programs (Word, Excel, Access, Power Point). Strong commitment to high level customer service. Excellent interpersonal communication skills for representation and selling of NWC programs and services. Demonstrates effective conflict resolution skills for facilitating resolution of customer concerns. Ability to handle a fast paced high pressure work environment while accurately completing multiple tasks at same time. Excells in an interdependent, team focused work environment. Strong critical thinking problem solving skills. Detail oriented. Three to five years Experience providing face to face customer service

Center Operating Hours:

Monday-Thursday 8:00am-7:30pm

Friday 8:00am-6:00pm

Saturday 9:00-2:00pm

This position will assist with Saturday rotation (2 Saturdays/month) and opportunity to pick up shifts for vacation coverages

Work Shift: Variable

Scheduled Weekly Hours: As Needed

Department: Neuro Wellness Center - Admin