Member Service Lead

Site: The General Hospital Corporation

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary
Provide day-to-day leadership of the health club working within the framework of the club’s mission statement. Work in conjunction with other managers to achieve our goals and objectives of a state of the art fitness facility. The Member Services Lead will assist to provide a smooth operation, security and safety for members and staff. Establish and maintain guidelines for customer service of our members and their guests.

Qualifications

Oversee the general upkeep and safety of all areas within the facility.

Always wear appropriate attire as listed under the dress code policy and ensure all Member Services staff demonstrate a high level of professionalism and are following proper dress code and work behavior

Demonstrate leadership and act as a role model of conduct and performance at the Member Services Desk

Maintain a clean and organized front desk.

Ensure a full understanding of club management software including (focusing on) member check-in, group exercise reservations, and transactions.

Create a monthly staffing schedule and fill in for staff as needed (nights and weekends required).

Maintain the locker room rental locker system

Serves as the lead customer service contact for members at the front desk, including answering questions, welcoming, tours, non-sufficient fund follow up, annual invoices, and other member communications

Be an informational resource for members and guests of the club.

Overall responsibility to maintain all upkeep to members’ accounts; audit and correct membership applications, registration forms and all membership documents.

Handle in-person members and phone calls related to membership account inquires, problems, etc.

Support and assist Manager with Member Service policies and procedures, goals and objectives, issues and concerns, incident reporting, sales promotions, and administrative forms.

Assist in supervising Member Service Team and coordinate team meetings/trainings with Manager.

Assist with continuous enhancement and improvement of the onboarding experience for Members and Staff.

Send communications about Membership and Program updates to staff and Manager.

Work as a liaison with the management team.

Ensure adherence to the hospital code of ethics.

Serves on a MOD schedule including responding appropriately to all emergency situations involving the facility, member and staff safety

Performs other miscellaneous job-related duties as assigned by the Management Team.

Additional Job Details (if applicable)

Remote Type
Onsite

Work Location
10 Whittier Place

Scheduled Weekly Hours
40

Employee Type
Regular

Work Shift
Day (United States of America)

Pay Range
$18.58 - $26.58/Hourly

Grade
3
At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:
1200 The General Hospital Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.