Customer Experience Specialist

Covenant Living Communities & Services, Inc.; Florida; On-site; USD 27,000 - 38,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Employer paid group term life and disa

Paid Time Off (PTO) & six paid holydas

403(b) with a 3% employer match

Fitness center use

Tuition assistance and scholarships

Employee assistance program

Legal services, home/auto insurance, &

Pet Insurance

Job summary

Covenant Living Communities & Services, Inc. is seeking a Customer Experience Specialist (Healthcare) in Florida to provide excellent customer support to residents transitioning into Covenant Living healthcare products.

You will be the first point of contact for new customers and families, setting a tone of competence, caring and hospitality. Role involves coordinating with clinical and non-clinical teams to ensure smooth transitions, managing documentation, and supporting the Healthcare

Qualifications

• Knowledge of Medicare, Managed Care, Medicaid, and other plans helpful, but not required.
• Excellent communication, time management, interpersonal and organizational skills.
• Must maintain a high level of confidentiality in all aspects of the job.
• Ability to work some evenings and weekends or on-call rotation.

Responsibilities

• Provide excellence in customer support and assistance to consumers transitioning into Covenant Living healthcare product.
• Be the first contact for new customers or families, setting tone of competence, caring and hospitality.
• Coordinate with clinicians, dining, housekeeping and other teams to prepare for arrival of prospects and ensure continuity of care.
• Lead welcome experiences for short-term and long-term customers and ensure paperwork is complete and accurate during welcome process.
• Maintain a dedicated and clean welcome center space and keep inventory of supplies and marketing items.
• Assist Healthcare Navigator with coordination of special events and with move-in, discharge, and surveys.
• Review and route documentation to clinical, operations, or centralized intake for proper admission determinations.

Skills

Communication

Time management

Interpersonal skills

Organizational skills

Customer service mindset

Evenings/weekends on-call

Education

High School Diploma

Job description

Job Summary

The primary responsibility of the Customer Experience Specialist (Healthcare) is to provide excellence in customer support and assistance to all consumers transitioning into a Covenant Living healthcare product.

The Customer Experience Specialist will often be the first contact for a new customer or their family, and therefore sets the tone of competence, caring and hospitality.

As the Customer Experience Specialist, individual will need to demonstrate superior customer relations skills, ability to interact with multiple levels of consumer stakeholders, and design, deploy and ensure continuous customer engagement approaches at assigned location are applied.

The role will operate within the healthcare sales department and is directly supervised by the locations Healthcare Navigator.

Leads and schedules the first impression and admission welcome experience for all short-term and long-term customers to assigned healthcare product.

Post‑acceptance clinically and financially role will work to ensure transition is positive for all customers by all questions are answered or resources provided, ensuring all paperwork, files, forms are in place and ready to review during welcome process.

Post admission or welcome process ensures all documents are accurately filed.

Will notify prior to or at time of admission all approved customer representatives or contacts on details of transition, community introduction etc.

Works in conjunction with multi‑disciplinary teams (clinical, dining, housekeeping etc.) to ensure coordination of care needs, equipment and services is prepared prior to and at time of arrival of prospect.

Will deploy quality assurance programs to ensure customers first night, 24, 48 and 72 hours are excellent, and will follow up as necessary with team members on and concerns or successes.

Under the direction of the Healthcare Navigator, may conduct prospective customer tours or personal presentations, make follow‑up calls or emails to prospects or referral partners.

Maintains a dedicated and clean welcome center space.

Keeps an inventory of supplies and marketing items.

May assist Healthcare Navigator with coordination of special events.

Ensures and coordinates locations compliance and responsive rates of all customer insights and data including move‑in, discharge, annual surveys—reviews results with leadership.

Utilizes the data collected to inform business on customer experience enhancements to product.

Operates as primary back up support to locations Healthcare Navigator during any planned or unexpected outages.

Back‑up support including but not limited to, review and responding to all inbound referrals received from professional or marketing generated entities.

Ensuring all necessary and required documentation to make proper determination for acceptance to admission is received, reviewed, and routed to proper stakeholders (clinical, operations or centralized intake).

Role will work on‑call (afterhours and weekend) rotation as directed by Healthcare Navigator.

Education and Work Experience

Required Degree: High School Diploma

Experience: Experience within a skilled care center or senior living preferred but not necessary. Experience in customer service roles preferred.

Knowledge, Skills, and Ability

Knowledge of Medicare, Managed Care, Medicaid, and other plans helpful, but not required.

Demonstrate passion and enthusiasm to work with the senior population.

Have excellent communication, time management, interpersonal and organizational skills.

Must have excellent demonstrated customer service skills.

Must maintain a high level of confidentiality in all aspects of the job.

Ability to work some evenings and weekends or on‑call rotation.

Corporate Compensation

Pay Range: $19.91 - $27.27 per hour

Reasonable Pay Estimate A reasonable estimate of the pay range for this position is $19.91 - $27.27 per hour. There are numerous factors taken into consideration in determining the actual offered rate of pay, including but not limited to: job‑related qualifications, experience, skills, education, geographic location, and consideration of internal and external equity.

Benefits

• Medical, dental and vision insurance
• Employer paid group term life and disability
• Paid Time Off (PTO) & six paid holidays
• 403(b) with a 3% employer match
• Fitness center use at most facilities.
• Life, AD&D Tuition assistance and scholarships
• Employee assistance program
• Legal services, home/auto insurance, discount purchasing program
• Pet Insurance

Company Equity and Diversity

Covenant Living and CovenantCare Home Health and Hospice are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, or any other characteristics protected by local laws, regulations, or ordinances.

About Covenant Living

For more information about Covenant Living and CovenantCare at Home, please visit www.covliving.org or www.covenantcareathome.org. Covenant Living & CovenantCare at Home are faith-based Continuing Care Retirement Community (CCRC) & Home Health organization. From the establishment of our first community – Covenant Home of Chicago in 1886 – to becoming the fifth-largest not‑for‑profit CCRC sponsor in the LeadingAge Ziegler Top 150, our goal has been to provide outstanding care and services to senior adults. We believe we are inspired to serve. We create joy and peace of mind for residents and their families by providing a better way of life. These are the standards of behavior we hold ourselves to in serving our residents.

Standards of Behavior

Safety I learn & follow safety policies & procedures. I immediately report unsafe conditions for staff, residents, & guests and fix when possible. I protect residents, co-workers, & myself from unsafe conditions and practices by reporting unsafe conditions and fixing it or having it fixed.

Courtesy I smile & acknowledge everyone that I encounter. I carry myself in a manner that projects positivity, approachability, & respectfulness. I address the concerns of others by actively listening & seeking solutions.

Responsiveness I take initiative to respond to the needs of others in a timely manner to achieve resolution. I anticipate the needs of others and respond in a timely manner. I communicate to others who need to join me in responding to the needs of others. I return phone calls within 24 hours. I identify action steps and communicate them to all vested parties.

Image I ensure our environment is professional, welcoming, & clean. I follow CL policies, procedures, & all regulations. We believe in making a difference in other’s lives. We have approximately 3,200 employees serving more than 5,000 residents in our nationwide family of continuing care retirement communities and home health. Construction and development continues on several of our 14 campuses, ensuring ever more exciting opportunities for employees to serve residents.