Member Experience Coordinator

OhioHealth

10d

About The Position

This position ensures that customer service, safety, security, facility cleanliness, and supply availability standards are maintained at the McConnell Heart Health Center during the assigned shift. The role coordinates reception desk and babysitting staff, supports other departments as needed, responds to emergencies, and monitors facility conditions and equipment.

Requirements

High school diploma or GED.
Basic Life Support (BLS) certification from the American Heart Association.
Excellent communication, interpersonal, conflict-resolution, and customer-service skills.
Completed Reception Desk staff competency checklist and training.
Two years of direct customer-service-related experience.

Responsibilities

Maintain customer service standards at the reception desk, babysitting area, aquatics, and fitness areas during the shift.
Provide tours and membership information to potential members when Member Service Administrators are unavailable.
Make service-recovery decisions when needed.
Coordinate assignments, responsibilities, and breaks for reception desk and babysitting staff during the shift.
Support other departments during increased volume, breaks, or staffing issues.
Support staff with conflict-resolution issues.
Assist the Team Leader and Assistant Team Leader with training new Reception Desk and Babysitting staff.
Coordinate communication and action steps at the Reception Desk during emergency situations, including code blue, team assist, and fire alarm/evacuation procedures.
Conduct building walkthroughs to ensure security.
Inspect the facility and document items needing immediate cleaning or repair, or requiring an outside-vendor project; contact housekeeping or facilities regarding items needing immediate attention.
Provide air-temperature readings during facility walkthroughs or when requested by a department, and contact facilities about temperature changes to ensure participant safety.
Ensure supplies, including towels and locker-room amenities, are available to members.
Remove equipment needing repair from the floor or post a sign indicating that it is unavailable for use.