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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 relations at client site while still being the face of Advocate Health Care.
Funding our Future – Acquisition of new patient/member/client
1)Assist Health Navigator II to develop , implement, and evaluate current and new revenue generating service lines for Advocate at Work (examples include but not limited to: executive personal training, educational presentations, massage therapy, flu shots, virtual coaching and MD consultations).
2)Assist Health Navigator II to promote all Advocate at Work Service lines to both current and new clients when appropriate.
3)Deliver facility tours to potential member/clients, collect contact information and forward any new client contact to Client Coordinator, Manager, or Director.
4)Participates and recognizes individual responsibility in achieving key result areas for Advocate at Work. Associate engages in focus groups and completes duties within the group to achieve the designated goals.
5)Actively refers new patients/members/clients into the Advocate system through wellness, coaching and/or fitness services.
Growth – Data Administration, Entry and Analytics
1)Strong knowledge of computer systems utilized at site. Examples include but not limited to: EMR, IDX, Motionsoft, HPN, and Asset Health. Ability to run basic reports as needed.
2)Prepare and maintain accurate documentation including member/participant files, billing, attendance and statistical tracking as directed.
3)Production of standard reports including but not limited to: Weekly participation report, Monthly Quality Indicator Report/Activity Status Report, Safety (Mock Drills/Facility Walk Through) Marketing report, and Annual Client report.
4)Inputs and updates members’ files both computer and hard copies.
5)Administer written surveys and adjusts activities/programming based on survey feedback to exceed customer expectations.
Community Resource
5)Able referral participant/member/client back to Advocate Health Care for services beyond Advocate at Work scope.
1)Participates in Advocate committees such as Senior Program, Green Council, Safety Team, American Heart Walk, Emergency Response Team, and any other Advocate sponsored event.
2)Highly encouraged to represent Advocate at Work in the community through volunteerism.
3)Support and attend client company functions ie: company picnic, health fair, annual employee recognition banquet, and departmental meetings.
4)Serve as a Advocate community resource to employee population at client site.
Coordinated Care
1)Actively refers new patients/members/clients to Advocate and accurately documents on the referral chart.
2)Make connections for patients to other Advocate departments as needed.
3)Assists with fitness/wellness coverage requests.
4)Understands how to balance client relations at client site while still being the face of Advocate Health Care. Reports to both site liaison and Advocate management.
Education/Experience Required:
Bachelors degree in Exercise Physiology, Exercise Science, Physical Therapy or related field. Internship experience in a health/fitness environment
Knowledge, Skills & Abilities Required:
Strong, solid oral and written communication skills. Strong interpersonal and organizational skills. Basic understanding of exercise physiology,therapeutic exercise recommendations, kinesiotherapy, kinesiology, human anatomy, exercise recommendation. Attends Focus Groups Basic computer knowledge in spreadsheet and word processing.
- CPR/AED – AHA BLS . Obtain American College of Sports Medicine (ACSM) or similar professional certification (CHES, NASM, NSCA, CWS) within six months of hire date. Certification by ACE or AFAA for group exercise leadership or similar certifications within 6 months of employment.
Physicial Requirements and Working Conditions:
Highly energetic, motivated, resourceful and self-directed. Ability and flexibility to manage multiple tasks simultaneously; well organized. Strong ability to motivate others to initiate behavior change. Ability to work with diverse groups and special populations. Strong customer service orientation. Ability to work collaboratively in team environments. Ability to work varied schedule with rotating hours. Innovative problem solving skills. Ability to travel locally.
If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.
