New Member Onboarding
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- Annis Ophelia Craig
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1 New Member Onboarding
2 Faculty Disclosure Tom Arnold and Justin Thompson Tom and Justin have listed no financial interest/arrangement that would be considered a conflict of interest.
3 New Member Onboarding Process Tom Arnold, Assistant Manager Justin Thompson, Fitness Supervisor TriHealth Fitness & Health Pavilion Cincinnati, Ohio MFA Certified
4 TriHealth Fitness & Health Pavilion Cincinnati, Ohio Opened in 1997
5 Opened in 1997 Celebrating 15 years!
6 Only Certified Medical Fitness Center in Cincinnati
7 Our Members
8 Onboarding Onboarding, also known as organizational socialization, refers to the mechanism through which new members acquire the necessary knowledge, skills, and behaviors to become successful and effective participants.
9 Do you have a plan for Onboarding? Does your plan or process look like this?
10 Attracting New Members Our investment: $$$ + time Direct mail post card mailings, other media PR: Hosting and attending special events, including corporate health fairs, designing programs Tours, phone calls, s, eblasts, follow up Sound Familiar??
11 Why is Onboarding a hot topic?! Critical transition time from close of the sale leading the new member on their journey Our opportunity to have the most impact they re new, they re excited, maybe even anxious Significantly improves their chances for success and our RETENTION RATE!
12 Proven outcomes of successful onboarding include: Higher level of satisfaction Better compliance Greater commitment to goals, and Reduction in stress and reduction in their intent to quit ie. RETENTION
13 Our Team Goals Streamline the current Onboarding process Put our plan in writing Fulfill our mission of optimizing health status Provide immediate and ongoing outstanding service Improve member sense of belonging Increase member RETENTION
14 New Member On Boarding Process New Member joins TriHealth Pavilion Completes Membership Paperwork Needs Medical Consent Form (MCF) Does not need MCF Refuses to obtain MCF Member Services faxes MCF to Physician
15 New member fills out Membership Paperwork Needs Medical Consent Form (MCF) Refuses to obtain MCF. sign Pavilion waiver form HH & Waiver goes in ready to go file. Fitness Coach picks up ready to go file The Fitness Coach calls new member to schedule fitness coaching session without actual assessment. No recommendations permitted.
16 NEEDS a Medical Consent Form (MCF) New member completes Membership Paperwork Member Services faxes MCF to physician unless member requests otherwise. Member Services puts Health History and HIPAA release in pending File until MCF is received. Once MCF is received, MCF, Health History, & HIPAA release will go in ready to go file. Fitness Coach picks up ready to go file daily Anne K. Fitness Coach schedules the new member fitness consultation Fitness Coach confirms next day appointment.
17 New member fills out Membership Paperwork Does not need MCF Member services schedules fitness consultation & completes appointment confirmation card. Member Services places Health History profile, & HIPAA release in ready to go file with date and time of consultation Fitness Coach opener picks up ready to go file Fitness Coach confirms next day appointment.
18 New Member On Boarding Process New Member joins TriHealth Pavilion Completes Membership Paperwork Needs Medical Consent Form (MCF) Does not need MCF Refuses to obtain MCF Member Services faxes MCF to Physician
19 Motivating Forces!
20 Welcoming Process 1st month!! Explore all the Pavilion has to offer Retention Management welcome s Welcome Letters/Coupons mailed to homes from Member Services Welcome letter sent from our General Manager Welcome Coupons!! Coupons!! Coupons!! FREE guest passes, FREE drinks, savings on Spa services, Pilates Reformer, Personal Training, and the Shop!
21 Improvements/Lessons learned from registration process Importance of better communication to staff and members Updated forms: Health History Profile Duplicated the current HIPAA form Designed a new member checklist Created new filing system
22 TIME OUT!!!!
23 Let s Get it Started!!!!
24 If we are facing in the right direction, all we have to do is keep on walking. Member shows for appointment Fitness Coach begins Consultation w/ Assessment Identify TRACK WEIGHT MANAGEMENT PREVENTIVE THERAPEUTIC SPORTS PERFORMANCE The Fitness Coach recommends fitness programs and services based on the members TRACK. Fitness testing results faxed to Physician, unless HIPAA is not signed. The Fitness Coach schedules Fitlinxx orientation after fitness consultation The Fitness Coach recommends aquatic or group ex. training and sets up consult with Aquatic/ Group fitness supervisor. The Fitness Coach conducts member orientation and provides a personalized strength, flexibility, and cardiovascular plan. Aquatic/ Group Fitness Supervisor personalizes program and provides class recommendations
25 Member Consult
26 New member NO shows or cancels appointment If no shows, call within 15 minutes to reschedule If no answer, leave message. Make note when message was left and re-file; send confirming request to reschedule. If initial contact was unsuccessful, 2 nd call and 2 nd is attempted in the second week.
27 Continuous connection and staying motivated! The Fitness Coach calls and s member every 1 st, 3 rd, & 6 th month for a check-in and program revaluation. The Aquatics Supervisor calls and s member every 1st, 3rd, & 6th month for a check-in and program revaluation. The Fitness Staff and Aquatics Supervisor complete a call and for a 6 th month consultation with assessment.
28 Fitness Coach Check In
29 Fitness Coach Check In
30
31 Track Report Weight Management - 42% Preventative Maintenance 36% Therapeutic 20% Sports Performance - 2%
32 Therapeutic Exercise Referrals Post Rehabilitation EIM Physician Referral Program EIM Fitness Elite (1-on-1) Arthritis Classes (land, aquatic, tai chi) Diabetes Management Cancer Wellness Warm Water Group Fitness & Aquatic Therapy Balance and Stability Class Medical Acupuncture Therapeutic Massage
33 Weight Management Referrals LifeSteps Weight Management Program BodyGem and Dietitian Session Biggest Winner 12 week Incentive Program Diabetes Education Personal Training Eating for Optimum Performance Series Maximize your Fat Burning Potential Lecture Cooking Demonstrations
34 Preventative Maintenance Referrals Personal Training Small Group Personal Training Fitness Staff Incentive Programs Free New Member Starter Package - Fitness Consult & Assessment - FitLinxx Orientation - 30 minute Personal Training - TRX Personal Training - Cardio Coaching - Eating for Optimum Performance Series Maximize your Fat Burning Potential Lecture Physician Led Lectures
35 Fitness Coach Check In
36
37 Small Group Personal Training TRX Strength (Levels 1-3) TRX Boot Camp WOW- Women on Weights Biggest Winner Sweat to Ski Fit FORE Golf Pilates Reformer Interval CORE CardioBurn KettleBurn
38
39
40
41
42 Accomplishments Mission and Quality Improvement (plan, do, check, act): 89 % of our Pavilion members are extremely satisfied with their experience Scored 93.3% in Friendliness in last member survey Group Exercise visits increased from 15% to 18% of total member check-ins Utilization increased to an average of 5.9 visits/month Since onboarding process began, retention of new members is 81.7% Annual Attrition: (MFA industry standard = 27% attrition) Our current annualized attrition rate = 26.5%
43 Next Steps Addressing long term members Onboarding physician referred patients for exercise programming
44 Audience Participation What are you doing at your facility to onboard new members? Questions..
45 Medical fitness difference really does makes a difference! Thank you for joining us
46 Feel free to contact us: Tom Arnold (513) Justin Thompson (513)
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