Member Service Lead at Partner's Healthcare in Boston, Massachusetts

Job Description:

Site: The General Hospital Corporation


At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.


At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare - people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds - to apply.



Job Summary
Provide day-to-day leadership of the health club working within the framework of the club's mission statement. Work in conjunction with other managers to achieve our goals and objectives of a state of the art fitness facility. The Member Services Lead will assist to provide a smooth operation, security and safety for members and staff. Establish and maintain guidelines for customer service of our members and their guests.



Qualifications


Oversee the general upkeep and safety of all areas within the facility.


Always wear appropriate attire as listed under the dress code policy and ensure all Member Services staff demonstrate a high level of professionalism and are following proper dress code and work behavior


Demonstrate leadership and act as a role model of conduct and performance at the Member Services Desk


Maintain a clean and organized front desk.


Ensure a full understanding of club management software including (focusing on) member check-in, group exercise reservations, and transactions.


Create a monthly staffing schedule and fill in for staff as needed (nights and weekends required).


Maintain the locker room rental locker system


Serves as the lead customer service contact for members at the front desk, including answering questions, welcoming, tours, non-sufficient fund follow up, annual invoices, and other member communications


Be an informational resource for members and guests of the club.


Overall responsibility to maintain all upkeep to members' accounts; audit and correct membership applications, registration forms and all membership documents.


Handle in-person members and phone calls related to membership account inquires, problems, etc.


Support and assist Manager with Member Service policies and procedures, goals and objectives, issues and concerns, incident reporting, sales promotions, and administrative forms.


Assist in supervising Member Service Team and coordinate team meetings/trainings with Manager.


Assist with continuous enhancement and improvement of the onboarding experience for Members and Staff.


Send communications about Membership and Program updates to staff and Manager.


Work as a liaison with the management team.


Ensure adherence to the hospital code of ethics.


Serves on a MOD schedule including responding appropriately to all emergency situations involving the facility, member and staff safety


Performs other miscellaneous job-related duties as assigned by the Management Team.



Additional Job Details (if applicable)



Physical Requirements

• Standing Occasionally (3-33%)


• Walking Occasionally (3-33%)


• Sitting Constantly (67-100%)


• Lifting Occasionally (3-33%) 20lbs - 50lbs


• Carrying Occasionally (3-33%) 20lbs - 50lbs


• Pushing Rarely (Less than 2%)


• Pulling Rarely (Less than 2%)


• Climbing Rarely (Less than 2%)


• Balancing Occasionally (3-33%)


• Stooping Occasionally (3-33%)


• Kneeling Rarely (Less than 2%)


• Crouching Rarely (Less than 2%)


• Crawling Rarely (Less than 2%)


• Reaching Occasionally (3-33%)


• Gross Manipulation (Handling) Constantly (67-100%)


• Fine Manipulation (Fingering) Frequently (34-66%)


• Feeling Constantly (67-100%)


• Foot Use Rarely (Less than 2%)


• Vision - Far Constantly (67-100%)


• Vision - Near Constantly (67-100%)


• Talking Constantly (67-100%)


• Hearing Constantly (67-100%)

Remote Type


Onsite



Work Location


10 Whittier Place



Scheduled Weekly Hours


40



Employee Type


Regular



Work Shift


Day (United States of America)



EEO Statement:


The General Hospital Corporation is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.



Mass General Brigham Competency Framework


At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline. Apply Now