Job Description
Major Responsibilities: Safety 4)Reviews and determines health risks for new patient/member/client prior to completing fitness evaluation or biometric screening. Performs professional exercise testing according to the American College of Sports Medicine guidelines as adapted for Advocate at Work. Implements safe and effective wellness/fitness programs for apparently healthy populations and at risk populations. 8)Knowledge of how to prepare, lead and evaluate a wellness event/fitness program under the supervision of Health Navigator 2/Client Coordinator/Manager. Prepares fact sheet for future reference. Knowledge transfer process improvements system-wide. 1)Ensure safe, confidential and high quality services are delivered to clientele and their targeted populations, ie: task includes accurate data entry of results into appointments platforms. 2)Provide instruction and orientation to the client regarding proper technique, body mechanics, program information, and usage of the recommended equipment. Fitness programs must incorporate the five fitness components (flexibility, cardiovascular endurance, muscle endurance, strength and body fat %) of exercise. 3)Continue to strengthen industry knowledge by attending professional meetings, seminars and workshops relating to the latest research and trends on the promotion of fitness and wellness. 5)Identify and refer abnormal results to individual's personal physician, Health Navigator II/Client Coordinator/Manager as well as documenting in testing log. Maintains confidentiality of member protected information at all times by abiding to HIPAA guidelines. 6)Conducts monthly facility walk through report and monthly mock drills. 7)Follows safety protocols at all sites where service are provided. Knowledgeable in submitting Stars web reports and proper notification to management. Quality - Patient/member/client loyalty 1)Works with Health Navigator II, Client Coordinator, Manager to assess member and client needs for small to large program sizes. Deliver wellness services to identified populations of clientele. These services include but are not limited to health fairs, fitness evaluations (Heart Rate, BP, Body Fat %, flexibility, strength and cardiovascular) & orientations, lectures, and biometric screenings (height, weight, BMI, blood pressure/body composition, osteoporosis, and fingerstick screenings). 3)Promotes member/client involvement in activity-based events for the specific population and/or community (i.e. local competitive races and sports tournaments). 4)Enroll and provide health coaching to members of clientele target population related to their health and wellness goals. 5)Teaches at least one group exercise class per scheduled day or as directed based on client or internal need. Keeps classes fresh and engaging by staying abreast with popular trends to improve participation. 6)Participate in and perform continuous quality improvement efforts to ensure program success and growth. 7)Develops, designs and provides health enhancement programs, written articles, educational presentations for both internal and external clients. 2)Uses creative strategies to design, implement, execute and evaluate successful motivational, educational and disease risk reduction programs to members of clientele target population regardless of culture, religion and economic background. Staff will use intrinsic coaching methodology to empathize, motivate and encourage participants toward healthy changes. Customer Service 1)Utilizes AIDET principle in all appointments/classes and customer service interactions. Presents class with a positive attitude and adjusts class with modifications specific to member needs. 2)Accurately answers all incoming calls and contacts with the standard professional department greeting (ie: customer should be able to hear the smile in your voice) and follows appropriate scripts as part of our commitment to excellence in service. 3)Offers prompt and efficient telephone assistance to Advocate at Work clients for a variety of services, including: Booking, canceling, rescheduling and reminder call appointments. 4)Reports problems received from patients/members/customers for possible investigation and correction when subject matter is not in their area of responsibility and an immediate response is necessary. Also, tracks all inquiries in a continued quality improvement log. Knowledgeable and able to implement Customer Service Recovery steps. 5)Adheres to established work flows for all patient/member customer interactions. 6)Provides coverage for other Advocate at Work service lines. 7)Create, conduct and revise customer satisfaction processes on a regular basis both at the client and participant levels of delivery. 8)Adheres to Advocate guiding principles of responding to voicemail and email within 24 hour window. 9)Understands how to balance client r