Fitness Contract Services Representative II

American Specialty Health Incorporated is seeking a Fitness Contract Services Rep II to join our Fitness Network Management (FNM) department. This position will respond to fitness inquires via the telephone queue system, internal teams, and departments to ensure efficient and effective resolution of fitness inquires with high quality customer service, research and resolve issues related to fitness inquiries and escalated issues.

Remote Worker Considerations:

Candidates who are selected for this position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This remote/WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum internet download of 50 Mbps and 10 Mbps upload speed).

Responsibilities

• Respond to and resolve fitness inquiries received via the Fitness Contract Services queue.

• Answers at least 75% of incoming calls in less than 30 seconds from fitness queue.

• Assists fitness center staff with questions regarding participation requirements, contractual issues, and high-level administrative problems.

• The ability to assume/take over escalated fitness related calls, properly documenting, achieving appropriate resolution, and maintaining follow-up.

• Forwards complex requests that require research to Lead, Fitness Contract Services Rep or Supervisor, appropriate staff member or department to achieve appropriate resolution.

• Captures fitness related complaints and resolves or forwards to Lead Fitness Contract Services Rep or Supervisor for resolution.

• Captures fitness change information including address, phone number, etc., rate review requests and change of ownership, documents and forwards as required to record changes in appropriate systems.

• Handles necessary administrative duties to properly support, document and resolve fitness inquires.

• Maintains confidentiality of fitness files, network participation data, fitness records/documents and all discussions relative to recruiting, contracting processes.

• Attends department and all-staff meetings to increase knowledge and foster teamwork.

• Aids in educating, maintaining, and satisfying the fitness networks.

• Assists with managing department mailboxes, as assigned.

• Assists with triaging fitness center outreach requests received via various portals as assigned.

• Assists with training new and existing team members.

• Makes recommendations for updates to training materials or resources.

• Provides educational phone orientations as requested by fitness centers, management, other departments.

• Assists the fitness centers and instructors as needed, keeping retention of their ASH contract as a primary focus.

• Takes responsibility for contacting and assisting fitness centers and instructors regarding unique situations that occur.

• Follows up with fitness related resignations received and calls to assist, educate, and retain the contract.

• Works with other departments as requested to assist with the common goal of maintaining the network.

• Acts as a fitness advocate within the company; takes responsibility for making sure that escalated issues are handled with the care needed to maintain relations within the network.

• Completes all ASH University training requirements, including required regulatory trainings, as well as ad hoc trainings required by management, within required timeframes.

• Reviews ASH Fitness agreements, program manuals and works within ASHLink.

• Reviews ASH Fitness agreements and network participation requirements.

• Resolves high-level administrative problems.

• Understands and can educate on ASH Fitness Premium vs. Standard networks and Premium network membership options.

• Navigates and troubleshoots all functions in ASHLink.com.

• Works within ASH Systems (PROMIS, ASHCore, FMS and IHIS).

Qualifications

• Associate degree or equivalent preferred. If equivalent experience, high school diploma required.

• Minimum three years of progressive experience performing customer service duties.

• Managed care or health care experience preferred.

• Proficient in MS Office with experience in word processing and spreadsheet applications.

• Strong verbal and written communication skills.

Core Competencies

• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.

• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.

• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.

• Ability to effectively organize, prioritize, multi-task and manage time.

• Demonstrated accuracy and productivity in a changing environment with constant interruptions.

• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.

• Ability to exercise strict confidentiality in all matters.

Mobility

Primarily sedentary, able to sit for long periods of time.

Physical Requirements

Ability to speak, see and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Capable of using a telephone and computer keyboard. Ability to lift up to 10 lbs.

Environmental Conditions

Work-from-home (WFH) environment.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth, related medical conditions, breastfeeding, and reproductive health decision-making), gender, gender identity, gender expression, race, color, religion (including religious dress and grooming practices), creed, national origin, citizenship, ancestry, physical or mental disability, legally-protected medical condition, marital status, age, sexual orientation, genetic information, military or veteran status, political affiliation, or any other basis protected by applicable local, federal or state law.

Please view Equal Employment Opportunity Posters provided by OFCCP here.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702.

ASH will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.