Member Account Specialist

Job Description

ECU Health

About ECU Health Wellness Centers

ECU Health Wellness Centers are medical fitness facilities designed to empower members to achieve optimal health. Each of the three locations-Greenville, Washington and Ahoskie-offer a broad range of exercise, aquatic and wellness services for all ages and fitness levels, including personal training, group fitness classes, Exercise is Medicine programs, massage therapy, nutrition counseling and more.

Position Summary

Perform cash management, billing, and membership accounting related services. Facilitate accounts receivable and perform collections calls.

Complete routine reports on key business indicators. Conduct membership and program sales and assist with member services. Provide administrative and operational assistance and support to ECU Health Wellness Center Leadership.

Responsibilities

1.Perform cash management, billing, and membership accounting related services per policies and procedures.

Oversee and be responsible for the accurateness and timely performance of daily cash deposits to the bank.

Oversee the service desk cash drawer and point of sale set up and operations.

Assist with the petty cash account following specific guidelines for the recording and dispensing of funds.

Facilitate activation and reactivation of memberships, contacting members to confirm reactivation.

Facilitate delivery of payroll authorization forms to the payroll department, working closely with Sales and Service Desk teams to ensure accuracy of processing payroll deduction forms.

Generate invoices for internal and external services, and manage intercompany revenue and expense tracking and submission to Accounting.

Provide accurate and complete reports, pull financial reports from the club management system database. Provide information to Accounting for revenue and expense accounts, journal entries and accruals.

Perform Quality Improvement Checks and reconciliation to ensure accurateness of all membership and billing accounts. Maintains and verifies consistency and accuracy of member and program documentation in timely manner using appropriate records, documentation and filing systems.

Assist in maintaining an accurate membership filing system and data management through club software applications. Routinely re-distribute, re-organize & purge old files.

2.Facilitate Accounts Receivable Collections.

Ensure timely and accurate collection of memberships dues and program fees and regularly reconcile accounts where funds were not collected.

Accurately prepare and send communications to members including but not limited to credit card return emails & letters, ACH return emails & letters.

Maintain accurate payroll membership accounts by following specific guidelines for payroll reconciliation, collaborate with payroll department for resolution of discrepancies, and follow up on past due accounts.

Make phone calls to past due accounts, make decisions and negotiate payment arrangements to ensure member financial obligations are met and appropriately reflect changes in membership status. Accurately document all calls, conversations and messages regarding member accounts in the member management system.

3.Provide administrative and operational assistance.

Directly assist with administrative support processes.

Be accessible and facilitate communication.

Track and provide accurate and complete reports on key business and performance indicators.

Work in Manager on Duty rotation, follow open and close procedures and may serve on call, other duties as assigned.

Serve as a super user of Club Management system and Excel, including set up of programs and membership processes and report development and generation.

Assist in the development and implementation of policies and procedures related to the operation of the Membership Account Office and other operations.

Be proficient and knowledgeable in all non-technical, service related aspects of the Center and be able to assist or fill in at different departments as needed. Assists in monitoring daily operations and activities.

Work closely with VWC leadership to coordinate and effectively manage the Administrative Office functions.

Process invoice payments for vendors/contractors. Work with Administrative Secretary in making sure contracts are in place and up to date as well as working with ECU Health General Accounting personnel on ensuring proper payments.

Work closely with Material Services on getting PO's through the ECU Health process and invoices processed for payment in a timely manner.

Work closely with Accounting, Material Services and Receiving to ensure proper ordering, tracking and receipt of all ECU Health Wellness Capital or purchasing requests. Collect and provide history for budgeting purposes.

Provide clerical support to staff such as data entry, copies, calls, schedules, etc. Other duties as assigned.

4.Assist in the successful achievement of the Center's sales and customer experience/service goals.

Acquire extensive overall product knowledge of Center facilities, programs, and services and protocols.

Performs customer service duties with courtesy and tact such as inbound and outbound calls, greet and assist customers, provide tours, work at service desk, respond to customer requests, use service recovery and efforts to achieve patient/customer satisfaction.

Participate in marketing plan and campaigns.

Utilize professional sales strategies and techniques and successfully follow all prescribed membership, programs and services sales systems.

Follow all prescribed telephone presentations, Center tour processes and closing techniques, required paperwork/computer entry protocol and member/lead follow up procedures.

Assist with membership retention and customer service excellence strategies.

Promotes positive image of the company.

Minimum Requirements

Minimum 2 year Associate Degree in Accounting, Business, or other related business degree- or higher.

Minimum 3 years experience in accounting and accounts management systems required.

Minimum 1 year experience in direct customer service, sales and/or collection calls required.

Must demonstrate high aptitude for accounting, accounts software/reports, and customer service.

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant's qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.

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