CHF Member Services Specialist

Beach Cities Health•Redondo Beach, CA

2d•$21 - $22•Onsite

About The Position

Under the direction of the Membership Services Manager, this role assists with the daily management of front desk operations. This includes responsibilities such as scheduling, procedure development, volunteer oversight and work direction, and safety compliance. The position requires maintaining excellent customer service and demonstrating an in-depth understanding of CHF and BCHD programming, including rates, classes, personal training, retail offerings, special promotions, and other District programs and services. The specialist will refer members with unresolved concerns to the manager, handle billing issues in the absence of a supervisor, and administer portals for Silver programs, tracking utilization, revenue, and member eligibility. They are responsible for implementing quarterly Silver challenges to drive visits and revenue, ensuring member profiles and billing information are set up correctly, and supporting billing functions like refunds, payments, and collections. The role also involves assisting with enrollment in specialized programs, providing program information, supporting volunteers, and reinforcing adherence to workplace rules. Additionally, the specialist will assist with training and implementing emergency action plans, promoting safety throughout the facility, and reporting maintenance issues. They will serve as a positive role model, rotate as manager-on-duty, attend meetings, and may be asked to work nights and weekends. The position also includes performing duties as a disaster service worker and serving as an ambassador for Beach Cities Health District, exemplifying its core values.

Requirements

Completion of High School Diploma or equivalent.
Requires a minimum of one-year experience within a service environment.
Prior experience coordinating work schedules, writing procedures and overseeing front desk or customer service area.
Knowledge of customer service, appropriate safety precautions and procedures and recordkeeping procedures.
Ability to build community relationships and represent BCHD core values.
Exceptional interpersonal skills with the ability to establish and maintain effective relationships with a diverse range of people.
Requires excellent organizational and effective communication skills: proficiency in Microsoft programs and ability to learn software programs used at facility (Spectrum/Daxko, reservations system, Zoom etc.
Must be 18 years of age.
First Aid, Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator methods; appropriate safety precautions and procedures; simple record keeping procedures.
Must be able to successfully pass background check, tuberculosis test and drug screen.

Nice To Haves

Associate’s Degree or some college education is highly desirable.
Will consider relevant work experience in lieu of formal education.
Knowledge of marketing and sales techniques a plus.
The position requires a management rotation schedule that can include evenings and weekends.
May sometimes include adjusting schedule to accommodate evening and/or weekend work based on staff support/coverage needs.

Responsibilities

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.
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.
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.
Responsible for implementing the quarterly Silver challenges in order to drive up visits, increase Silver revenue and to build a social culture.
Responsible for ensuring all member Daxko profiles and billing information are set up correctly.
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.
Assists volunteers at front desk with duties and assignments; notifies supervisor of any volunteer issues or concerns.
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.
Assists with the training and implementation of emergency action plans in the event of injury, earthquake, fire, flood or missing participants.
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.
Serves as a positive role model by consistently maintaining a positive and helpful attitude with members, guests, management and co-workers.
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.
Attends and participates in monthly MSR/MSS meetings.
May be asked to work nights and weekends to meet facility operational needs and serve as an ambassador for both BCHD and CHF at community events and functions.
Performs assigned training, duties, and work schedule as a disaster service worker on behalf of BCHD.
Exhibits clear understanding of the history, mission, and vision and serves as an ambassador of Beach Cities Health District.
Exemplifies BCHD’s core values of compassion, integrity, accountability, and excellence in every interaction with staff, volunteers and members and the public.
Performs special projects and other duties as assigned.