Description

American Specialty Health Incorporated is seeking a Sr Solutions Analyst to join our Customer Service Fitness department. This position will analyze, research and provide resolution of member/fitness center issues and inquiries from the Customer Service department, Client Services, directly from the Client, other ASH departments and external sources such as social media platforms, BBB/Consumer Advocacy organizations. PayPal, and other inquiries as assigned.

Remote Worker Considerations

Candidates who are selected for this position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This remote/WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum internet download of 50 Mbps and 10 Mbps upload speed. 100 down/20 up is recommended to support higher quality video meetings).  

American Specialty Health complies with state and federal wage and hour laws and compensation depends upon candidate’s qualifications, education, skill set, years of experience, and internal equity. $17.84 to $19.00 Hourly Wage Range.

Responsibilities

• Performs necessary analysis, research, resolving issues and responds to inquiries from internal and external customers.
• Researches member/fitness center issues and inquiries from management and other internal/external sources as applicable, makes decisions and completes the necessary steps to move the issues towards resolution
• Ascertains the nature of the inquiry requiring research and records pertinent information in ASH proprietary systems.
• Handles and prioritizes various types of issues, including escalations, internal/external requests, complaint investigations, etc.
• Interfaces directly with members, fitness centers, clients, external organizations and with personnel in other ASH departments to investigate and resolve issues.
• Contacts internal and external customers as needed to obtain information relating to research, and to report the outcome of the research.
• Conducts necessary follow-up on all tasks and at minimum meets all deadlines, including issue resolution completion, external/internal report completion and delivery, external response timelines, etc.
• Prepares written correspondence as needed, e.g. BBB, customer advocacy groups, social media responses, client reports.
• Conducts analysis of member/fitness center contacts and provides results to internal stakeholders, e.g. complaints, surveys, logs
• Assists Supervisor and/or Department Senior Management Team with special projects.
• Notifies Supervisor and/or Manager of any issues which may prevent meeting department standards or timelines.
• Responds to all customers in a professional, courteous and timely manner.
• Provides tracking reports to management.
• Tracks and reports all escalated issues and errors made by any department for training purposes.
• Provides corrected information to internal and external customers if caller was misinformed on a call.
• Attends weekly staff and other meetings to discuss issues and foster teamwork among department personnel.

Qualifications

• High School diploma required.
• Completion of ASH Fitness Customer Service training for all programs preferred.
• Must have demonstrated a thorough understanding of ASH policies and procedures.
• Must have demonstrated a thorough understanding of Customer Service Fitness Department processes and procedures.
• 3 months experience working cross-functionally within the Fitness line of business preferred.
• Thorough knowledge of all software programs utilized by Customer Service Fitness.
• Proficient in MS Office with experience using Word, Excel and Teams.
• Thorough knowledge of Fitness health plan provisions.
• Demonstrated member advocacy approach to issue handling
• Ability to compose professional business communications that support the effective resolution of issues, keep stakeholders apprised of current status of all matters, and represent ASH in a positive manner.

Core Competencies

• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.

Mobility

Primarily sedentary, able to sit for long periods of time. 

Physical Requirements

Ability to speak, see and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within the facility. Capable of using a telephone and computer keyboard. Ability to lift up to 10 lbs.

Environmental Conditions

Work-from-home (WFH) environment.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth, related medical conditions, breastfeeding, and reproductive health decision-making), gender, gender identity, gender expression, race, color, religion (including religious dress and grooming practices), creed, national origin, citizenship, ancestry, physical or mental disability, legally-protected medical condition, marital status, age, sexual orientation, genetic information, military or veteran status, political affiliation, or any other basis protected by applicable local, federal or state law. 

Please view Equal Employment Opportunity Posters provided by OFCCP here.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702.

ASH 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 Company’s legal duty to furnish information.

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