Responsibilities:
- Respond to and resolve inquiries related to fitness, received through the Fitness Contract Services queue.
- Answer at least 75% of incoming calls from the fitness queue in under 30 seconds. For issues requiring in-depth research, escalate to the Lead Fitness Contract Services Representative for resolution.
- Record fitness complaints and resolve or escalate to the Fitness Contract Services Representative 2 or Lead Fitness Contract Services Representative as necessary.
- Document and process changes in fitness information, such as address or phone number updates, rate review requests, and ownership changes, and ensure records are updated in the appropriate systems.
- Handle administrative tasks necessary to support and document fitness inquiries.
- Maintain confidentiality regarding fitness files, network participation data, fitness records, documents, and discussions related to recruiting and contracting.
- Participate in department and team meetings to enhance knowledge and foster collaboration.
- Assist in educating, maintaining, and supporting fitness networks.
- Conduct educational phone orientations as requested by fitness centers, management, and other departments.
- Provide assistance to fitness centers and instructors, with a focus on retaining their ASH contracts.
- Take responsibility for reaching out to fitness centers and instructors regarding unique issues, ensuring resolutions are in place.
- Follow up on fitness-related resignations and assist, educate, and retain contracts as necessary.
- Collaborate with other departments to help achieve the shared goal of maintaining the network.
- Act as an advocate for fitness within the company, ensuring escalated issues are managed carefully to preserve relationships within the network.
- Complete all ASH University training requirements, including regulatory and ad-hoc training, within specified timeframes.
- Review ASH Fitness agreements, program manuals, and work within ASHLink.
- Resolve high-level administrative issues related to fitness contracts.
- Educate on the differences between ASH Fitness Premium and Standard networks, and Premium network membership options.
- Navigate and troubleshoot all functions in ASHLink.com.
- Work within ASH Systems (PROMIS, ASHCore, FMS, and IHIS).
- Perform other duties as assigned.
- Adhere to all company policies and standards.
Qualifications:
- Associate’s Degree preferred.
- High School Diploma or GED required.
- Minimum of 2 years of progressive customer service experience required.
- Managed care or healthcare experience preferred.
- Proficiency in MS Office, including word processing and spreadsheet applications.
- Strong verbal and written communication skills.