Manager, Wellness Center Membership

OhioHealth

13d

About The Position

The Manager’s purpose is to direct all phases of the OhioHealth Wellness Center Membership Program (e.g. McConnell Heart Health Center; Neuroscience Wellness Center) and to provide a high quality service product to members and guests. This position is responsible for the recruitment, selection and development of associates in a manner that will drive contributions toward the center’s annual balance scorecard and annual deployment goals. The manger will provide direct leadership, direction and oversight for the areas of general fitness management, corporate outreach, personal training, and massage (to mention a few.) The manager will also oversee membership services and the communication desk. The manager will collaborate w/appropriate stakeholders to develop, implement and coordinate programs.

Requirements

Bachelor's Degree (Required)
BLS - Basic Life Support - American Heart Association
MINIMUM QUALIFICATIONS Bachelor’s degree in Exercise Science, Physical/Occupational Therapy, Athletic Training, Nursing, Health Education, or related field.
BLS.
Knowledge in cardiovascular and pulmonary anatomy, physiology and pathophysiology; musculoskeletal/neurological conditions limiting or influencing exercise prescription and performance; exercise science and current research findings related to physical activity in general and in special populations, especially the aging and elderly.
Two years health and fitness management or program development experience.

Nice To Haves

Master’s degree in a health related field.
Experience managing wellness center with clinical programs; multidisciplinary teams; and evidence of development and implementation of exercise standards.
ACSM Exercise Specialist Certification, ACLS certification, 5+ years of fitness management experience.

Responsibilities

Customer Service Responsibilities Responsible for the member, patient, guest experience being delivered daily with every customer interaction.
Engage members and guests with an enthusiastic and pleasant attitude while they are in the center, contacting them when necessary, and providing a culture that supports connecting members to staff, as well as other members of the Wellness Center.
Collaborating and coordinate with other OhioHealth stakeholders to support outreach activities and deliver the Wellness Center experience and preventive & wellness programs and services.
Ensure that the comment card database and customer concerns are addressed in a timely fashion.
Help develop annual business plan, budget and capital improvements plan
Manage monthly operational expenses
Manage monthly FTEs within budgetary guidelines
Identify negative fiscal trends and develop strategy to reverse them
Monitor the center’s financial performance to ensure budgetary goals are met and promptly address financial problems
Drive revenues, manage expenses, and achieve bottom-line performance number
Accountable for fostering an environment that embraces a culture of customer first and creates personalized experiences for each member, patient & guest
Recruit, select, develop, educate and lead associate teams, including conducting regular staff meetings, conducting performance reviews, and developing associates for career advancement through the use of Performance Review Systems and Development Planning
Develop applicable programming for a medical fitness population and lead the Medical Fitness Association Facility Certification process if applicable
Serve as a role model for the associates, including performing any necessary job responsibilities, as may be required to ensure the center delivers upon its promise to deliver the positive & unique experience
Monitor performance and provide feedback to associates on an on-going basis
In collaboration with other OhioHealth fitness facilities, evaluate current center processes, programs, and systems for continuous improvement and innovation opportunities
Coordinate with other departments within OhioHealth to develop plans for programs and to produce program information
Delegate responsibility and authority to appropriate team members
Handle member complaints in accordance with policies and customer service
Develop plans to evaluate programs relative to the mission and goals for the respective Wellness Center; ensure that facility goals are used in the evaluation process
Ensure all Policies & Procedures are adhered to and ensure all staff are accountable for compliance of these Policies & Procedures
Participate in medical fitness programming to ensure all regulatory standards related to the Medical Fitness Association, Joint Commission on Accreditation of Healthcare Organizations and Ohio Department of Health are adhered to
Monitor and ensure associates’ continuing education requirements are being met and required licenses are current and active
Research and analyze current and future market areas, and develop sales strategy based on data
Develop sales and marketing strategy, in conjunction with Prevention & Wellness team, and marketing and communications department.
Plan, organize and promote member acquisition/retention programs
Monitor competitor programs, services and sales activities
Educate physicians and rehab providers on program offerings and wellness center updates relevant to their patient populations
Collaborate with RMH Facilities team to stay apprised of operation issues impacting the Center
Collaborate with RMH Facilities team on the landscaping contract, specifications and execution
Develop and implement safety policy & procedures for the center and collaborate with key stakeholders ongoing for effectiveness