New Member
Onboarding
Faculty Disclosure
Tom Arnold and Justin Thompson
Tom and Justin have listed no financial
interest/arrangement that would be considered a conflict of interest.
“New Member” Onboarding Process
Tom Arnold, Assistant Manager
Justin Thompson, Fitness Supervisor
TriHealth Fitness & Health Pavilion Cincinnati, Ohio
TriHealth Fitness & Health Pavilion Cincinnati, Ohio
Opened in 1997
Only Certified Medical Fitness Center in Cincinnati
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.
Do you have a plan for Onboarding? Does your plan or process look like this?
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, emails, eblasts, follow up
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!
Proven outcomes of successful onboarding include:
• Higher level of satisfaction • Better compliance
• Greater commitment to goals, and • Reduction in stress and reduction in
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
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
Refuses to obtain MCF.
The Fitness Coach calls new member to schedule fitness coaching session without
actual assessment. No recommendations permitted.
HH & Waiver goes in “ready to go” file.
Fitness Coach picks up “ready to go” file sign Pavilion waiver form
Needs Medical Consent Form (MCF)
NEEDS a Medical Consent Form (MCF)
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
Fitness Coach schedules the new member fitness consultation
New member completes Membership Paperwork
Fitness Coach confirms “next day” appointment . Anne K.
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
New member fills out Membership Paperwork
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
Welcoming Process – 1st month!! Explore all the Pavilion has to offer
• Retention Management welcome emails
• 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
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
Identify TRACK
WEIGHT MANAGEMENT PREVENTIVE THERAPEUTIC SPORTS PERFORMANCE
The Fitness Coach schedules Fitlinxx orientation after fitness consultation
The Fitness Coach conducts member orientation and provides a personalized strength, flexibility, and cardiovascular plan.
The Fitness Coach recommends fitness programs and services based on the members TRACK.
Fitness testing results faxed to Physician, unless HIPAA is not signed.
Fitness Coach begins Consultation w/ Assessment
Member shows for appointment
The Fitness Coach recommends aquatic or group ex. training and sets up consult with Aquatic/ Group fitness supervisor.
Aquatic/ Group Fitness Supervisor personalizes program and provides class
recommendations
“If we are facing in the right direction, all we have to do is keep on walking.”
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 email confirming request
to reschedule.
If initial contact was unsuccessful, 2nd call and 2nd email is attempted
The Fitness Staff and Aquatics Supervisor complete a call and email for a 6th month
consultation with assessment. The Fitness Coach calls and emails
member every 1st, 3rd, & 6th month for a check-in and program revaluation.
The Aquatics Supervisor calls and emails member every 1st, 3rd, & 6th month for a
check-in and program revaluation.
Track Report
Weight Management - 42%
Preventative Maintenance – 36% Therapeutic – 20%
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
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
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
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
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)
Next Steps
• Addressing long term
members
• Onboarding physician
referred patients for
Audience Participation
• What are you doing at your facility to onboard new
members?
Medical fitness difference really does makes a difference!
Tom Arnold [email protected] (513) 985-6703 Justin Thompson [email protected] (513) 985-6745