A view from on-site
Posted on Feb 28, 2017 | Written by Chip Sernyak | Comments (0)
I’m coming up on a year since I joined HealthFitness—prior to spending a large part of my career with sister company CoreSource—and to be honest with you, I’m going to miss my “new guy” status. Being the new guy has enabled me to ask questions and challenge assumptions; not accept “because that’s how we’ve always done things” as an answer. It’s also allowed me to travel throughout the country and meet many of our 5,000+ associates whose passion helps makes participant engagement possible. It’s these people—our people—who provide participants with hands-on help and personal connections to guide them toward the right health and well-being choices. And I’m beyond proud to call them my colleagues.
People to work the plan
There’s an expression “If you want the plan to work, you have to work the plan,” and we believe a key contributor to achieving positive outcomes for employee wellness program participants is delivering a plan of action that is grounded in structure, strategy and targeted program objectives. But all the planning in the world won’t do you much good if you don’t have dedicated, passionate people crafting it and maintaining an active on-site presence to ensure it is effectively implemented and adjusted as needed.
We recognize that our people can’t go it alone and we support our on-site staff better than anyone in the industry. Beyond ensuring we hire the best people, we provide ongoing training and support, and create opportunities for staff—even those who work remotely—to network with their peers. Our regional staff bring an average of 20 years of industry experience to our nearly 180 clients. And with our program managers remaining on-site for an average of eight years, our turnover rate is among the lowest in the industry.
An authentic connection at the individual level
We pride ourselves on matching the right team leader with the right corporate culture—regardless of the role. Our on-site program managers make an authentic connection at the individual level by leveraging extensive product offerings including personal training, massage, and physical therapy, health management services, virtual fitness, plus seminars, contests and incentives. They also regularly leverage data on similar clients to ensure we have benchmark targets for program participation and membership. This enables on-site staff to make informed decisions on behalf of the client. I’m pleased to report that our average client satisfaction with our on-site team is 90+ percent over the past six years and I’m committed to seeing that number grow.
Facility design expertise and equipment discount purchasing program
While participant engagement is the primary focus of our on-site staff, they recognize the importance of ensuring our clients’ multiple logistical needs are met. They work regularly with our in-house facility design expert who can be called upon to assist clients with design or redesign needs. We have negotiated national discounts with major equipment providers and coordinate with our representatives at these companies to manage ordering and delivery processes and ensure timely, quality maintenance.
Video: Spreading passion on-site and beyond
By way of this video I’d like to introduce you to my colleague Autumn, who works on-site at our client Boston Scientific in Arden Hills, Minn. Autumn talks about making people feel welcome and meeting them where they’re at in their well-being journey. She mentions the positive energy of participants and how it’s reflected by the on-site staff. It’s this energy of Autumn and her colleagues that continue to inspire me every day. And given all they have to teach me, helps me hold onto my “new guy” status for that much longer.
Chip is senior vice president, growth and development. Prior to joining HealthFitness, he served as northeast regional president for sister company CoreSource, where he built high-performing teams that developed creative, innovative and strategic solutions for delivering upon commitments made and meeting changing market needs. Chip is charged with driving significant revenue growth across all sales channels. He has a bachelor’s degree in business administration from Ursinus College in Pennsylvania.