Status: Regular Full -Time

Job Overview:

To provide excellent, individualized customer service to clients and guests, handle inquiries, schedule appointments, maintain financial and client history records, and serve the clients of A.R.E. Health Center and the guests of the A.R.E. Evening and weekend availability required.

Responsibilities (include but are not limited to):

• Cordially greet clients, visitors and callers, providing excellent customer service to all.
• Manage sound fiscal operations of department to include:
  • Plan, prepare, manage department budget; ensure department expenses within budget parameters.
  • Maintain financial and client history records.
  • Review/approve cash receipts; submit daily deposits and other transmittals to Financial Services.
• Supervision of staff for the Health Center Spa to include:
  • Daily administration of employee safety protocols, screening, and PPE compliance (temperature taking, face masks, social distancing if these protocols are mandated again).
  • Providing daily instruction/assistance; addressing complaints, resolving problems/grievances and maintain staff harmony.
  • Cover a regular front desk shift at least once a week to maintain a team approach to the operations of the front desk.
  • Set and monitor expectations for work performance and employee development; respond to and address performance expectations, providing additional training and resources when applicable and as needed.
  • Pro-active forecasting of weekly staffing/scheduling requirements based on appointment demands, shift schedules, time off request; expedite workflow.Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and/or responding to performance insufficiencies.
  • Approve Spa Associates’ weekly timesheets in Paylocity in timely manner in accordance with payroll policy.
  • Training staff in department safety procedures and protocols.
• Provide oversight and management of contracted services and vendor services to include:
  • Recruit and negotiate contracts for independent contractor practitioners following the standard of requiring practitioners to have been graduates of the Cayce/Reilly School of Massage; ensure compliance with licensure and liability insurance.
  • Negotiate vendor contracts; monitor for compliance and quality control; timely invoice approval and submission to Financial Services for payment.
  • Prepare/submit payment requests for independent contractors on timely schedule.
  • Conduct orientation, regular meetings and in-service training for therapists; publish agendas and minutes.
  • Create weekly schedule for independent contractors and practitioners.
  • Maintain current Certificates of Insurance for therapists and practitioners.
  • Motivate/coach therapists in maintaining standards of service within department.
• Establish training, standards, policies, and procedures by which the Health Center and Spa operate.
  • Create and implement new procedures and guidelines as required for compliance.
  • Ensure focus on safety procedures while providing professional customer service at all times.
  • Establish services offered and pricing policy for the Health Center Spa.
  • Ensure confidentiality, ethics and legal requirements are protecting client records, HIPAA compli-ance.
• Manage facilities operations, ensuring equipment, maintenance, inventories, and environmental issues are correctly administered.
  • Ensure ordering and proper stocking of Spa supplies, office supplies, client handouts, brochures, intake forms, and S.O.A.P. note forms.
  • Order and properly stock therapy supplies according to standard par levels, adjust when needed.
  • Ensure public areas are well ordered in appearance and facilities are well-stocked and clean; refer any issues to Buildings and Grounds department.
• Procure, prepare and send all record requests and subpoenas keeping within legal requirements and standards.
• Supply local businesses and corporations with information about A.R.E. Health Center and Spa including corporate rates and business site spa events for staff.
• Work in collaboration with marketing to design, plan and write all advertising and promotional materials.
• Coordinate Health Center Spa’s participation in projects/activities sponsored by or associated with A.R.E.Plan for Wellness Week; organize annual program to include implementation of safety protocols, budget, securing availability of therapists and practitioners.
• Represent department at A.R.E. conferences, public presentations and lectures.
• Ensure timely email and e-commerce activities are conducted daily; respond to inquiries.
• Ensure detailed information is communicated respectfully and with clarity to clients, therapists and co-workers.
• Respond to requests; provide information about massage and spa services in person, by telephone, mail, e-mail, and by detailed referrals to our website.
• Ensure accurate recording of appointments, scheduling of appropriate therapists, and maintain the timely performance of staggered appointments; schedule complex group appointments.
• Train and monitor performance of department’s volunteers.
• Other related duties, activities and responsibilities as needed.

  Required Education and Experience:

• Associate’s Degree in Business Administration or a related field.
• Five years’ experience in customer service required, preferably in massage, health care or medical industry.Five years’ experience in supervising customer service, medial office, health-care environment required.
• Relevant and equivalent work experience includes volunteer work, internships, freelance work, and transferable skills.
• Knowledge of massage/bodywork preferred and/or willingness to gain necessary knowledge of massage and bodywork to explain services comprehensively.
• Evening and weekend availability required.

  Required Knowledge, Skills and Abilities:

• Knowledge of medical conditions, terminology and contraindications is essential.
• Knowledge of philosophy of the key principles in the Edgar Cayce readings, particularly kindness, active patience and a service orientation desired.
• Knowledge of massage, hydrotherapy and holistic health required.
• Good working knowledge of A.R.E. resources and available services required.
• Intermediate skills Microsoft Windows XP, Firefox Mozilla & Microsoft Office required.
• Advanced records management skills required.
• High level problem solving and analytical skills to quickly diagnose and resolve issues.
• Strong oral/written communications for both external and internal customers, highly polished interpersonal skills.
• Must be a self-starter who can work and interact well with people at all levels both internally and with members/customers and general public.
• Strong organizational skills necessary to handle several projects/deadlines simultaneously and ability to actively communicate to all levels of organization deadlines and priorities.
• Ability to prioritize and set objectives to achieve organizational, budgetary and departmental goals.Intermediate level of analytical ability, a high degree of accuracy and close attention to detail required.
• Demonstrated success in managing operational responsibilities and personnel.
• Ability to work under broad supervision, with high level of independent judgment, permitting wide latitude for independent action.
• Ability to provide a high level of service and maintain strong customer service focus.
• Ability to prioritize and set objectives to achieve organizational, budgetary and departmental goals.
• Demonstrated ability to and understanding of confidentiality, the ethics and legal requirements related to client records, including HIPAA compliance.
• Ability to work effectively with the general public and co-workers – demonstrating patience, diplomacy, persistence, kindness, and clarity.
• Tact, diplomacy and the willingness to be helpful are essential.
• Ability to follow guidelines for emergency procedures.
• High degree of emotional intelligence and maturity – demonstrating adaptability, engagement and enthusiasm.
• Maintain communication with management as to any issues or operations of the Health Center and Spa.

   Special Job or Training Demands:

• Ability to work a flexible schedule including some evenings and weekends.

  Physical Requirements:

• Ability to perform physical activities on a daily basis, such as but not limited to walking, standing, climbing, bending, lifting items (up to 20 lbs. unassisted) is required.
• Good physical stamina is necessary, as position requires off campus appointments.
• Ability to move between buildings on uneven ground and to use staircases in historical buildings without elevators.
• Requires sitting and using a keyboard and looking at a screen.

Equal employment opportunity for all is an essential philosophy at the A.R.E. and throughout the organization, including Atlantic University, Edgar Cayce Foundation, Cayce/Reilly School of Massage, and the A.R.E. Health Center and Spa. We will evaluate all applicants for employment without regard to sex, race, religion, marital status, sexual orientation, age, national origin, color, veteran status, non-disqualifying disability, genetic information, or any other characteristic protected by law.