CHF Member Services Specialist

# GENERAL PURPOSE 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. #### ESSENTIAL FUNCTIONS *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 ambassa…