BASIC FUNCTION Responsible for assisting members in establishing and meeting healthy goals that lead to life style improvement and positive member outcomes through frequent verbal and written coaching sessions; provide email, telephonic, and in person coaching to members in regards to life style and health related initiatives (e.g. lose weight, get fit, reduce stress, etc.); assist members with recognizing health related problems and developing appropriate solutions to resolve health hurdles; actively participate and lead health issue training sessions for members and clients as assigned; follow established coaching and departmental protocols and operations processes to ensure compliance with applicable local and national laws and regulations MAJOR JOB ACCOUNTABILITIES Wellness Coaching Functions – Responsible for assisting members in establishing and meeting healthy goals that lead to life style improvement and positive member outcomes through frequent verbal and written coaching sessions, while adhering to corporate and departmental policies and procedures *Provide email, telephonic, and in person coaching to members in regards to life style and health related initiatives (e.g. lose weight, get fit, reduce stress, etc.) *Develop relationships with members who utilize the wellness service in order to best give coaching advice on health related issues and ongoing support *Serve as a supporter, guide, and educator for members in regards to coaching and advocacy issues and potential client incentives *Educate members on available client purchased tools through the business unit’s system (e.g. wellness workshops, online tracking systems, incentive tools, etc.) *Collaborate with members to identify and target behavioral changes and establish health conscious goals and action plans *Assist members with recognizing health related problems and developing appropriate solutions to resolve health hurdles *Assist members in updating and modifying their health goals and action plans through the core systems, while proactively taking steps to maintain member engagement and dedication *Actively participate and lead health issue training sessions for members and clients as assigned *Follow-up with members as necessary to track and provide coaching correction if needed *Stay current on the wellness and health industry to adequately build a knowledge base that can be utilized in member interactions *May need to utilize out of the box thinking and quick problem solving abilities to help design creative solutions that work for both the client and member *Follow established coaching and departmental protocols and operations processes to ensure compliance with applicable local and national laws and regulations *Properly document member contact notes in the business unit system as required by business unit processes and procedures Problem Resolution – Proactively oversee the activities involved in quality resolution of problems related to area of responsibility * Respond with a sense of urgency to problems escalated to employee’s level * Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided * Place the highest priority on providing quality service by ensuring the unique needs of internal/external customers are met * Ensure quality resolution and thorough and accurate documentation of issues * Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems * Participate in creating, administering, and continuously updating procedures for resolution of all related issues Team Interface/Customer Service – Establish and maintain a professional relationship with internal/external customers, team members and department contacts * Cooperate with team members to meet goals or complete tasks * Provide quality customer service that exceeds customer expectations and improves level of service being provided * Treat all internal/external customers, team members and department contacts with dignity/respect * Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided Mental and Physical Requirements – – *This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers *The nature of the work in this position is sedentary and the incumbent will be sitting most of the time *Essential physical functions of the job include typing, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day *Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day Related Duties as Assigned – – * The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents * Consequently, job incumbents may be asked to perform other duties as required * Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above * Please contact your local Employee Relations representative to request a review of any such accommodations MINIMUM QUALIFICATIONS Applicant for this job will be expected to meet the following minimum qualifications. Education * Associate’s degree from an accredited college or university with major course work in fitness, public health, healthcare management, or a related field required. *Bachelor’s degree from an accredited college or university with major course work in fitness, public health, healthcare management, or a related field is preferred. Equivalent work experience in a similar position may be substituted for educational requirements. Experience *Minimum of 2 year’s customer facing benefit administration, healthcare, nursing, dietary, fitness, or a related experience is required Other *Basic knowledge of Microsoft Word, Excel, and Outlook required *Based on program may need to be bilingual in English, Spanish, etc. *Applicable fitness, training, dietary, or other related certifications preferred A successful incumbent in the job will be able to demonstrate the following skills and abilities: *Strong communication skills and phone etiquette *Strong ability to explain complex issues to members in simple, understandable terms *Highly effective listening skills *Strong problems solving/issue resolution skills *Excellent customer service and customer resolution skills *Strong organizational and administrative skills *Ability to work in a team environment
Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race. color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.
VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor 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 contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)
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