Customer Experience Specialist

Covenant Living Communities & Services, Inc.; Melaleuca Isles (FL); On-site; USD 27,000 - 38,000; Full time

Benefits offered by this job

Health benefits

PTO & six holidays

401(k) with employer match

Fitness center access

Tuition assistance and scholarships

Employee assistance program

Legal services

Job summary

Covenant Living Communities & Services, Inc. is seeking a Customer Experience Specialist (Healthcare) in Florida to provide exceptional support to new customers and their families during transitions into Covenant Living healthcare services.

You will set the tone with compassionate service and coordinate with clinical, dining, and housekeeping teams to ensure a smooth admission. You will manage paperwork, stay confidential, and contribute to a positive first-night experience, including

Qualifications

• Required Degree: High School Diploma.
• Experience in customer service roles preferred.

Responsibilities

• Serve as the first point of contact for customers and families, conveying competence, care and hospitality.
• Coordinate with clinical, dining, housekeeping and other teams to prepare for arrival of customers.
• Ensure all paperwork, files and forms are completed and available for review during the welcome process.
• Maintain a clean, welcoming space and manage inventory of supplies and marketing items.
• Support Healthcare Navigator and participate in after-hours/on-call rotations as needed.

Skills

Customer service

Communication

Time management

Interpersonal skills

Confidentiality

Flexibility

Team collaboration

Education

High School Diploma

Job description

We Are Inspired to Serve. Join us!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 DiplomaExperience: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.#CorporateCompensation Pay Range:$19.91 - $27.27 per hourReasonable Pay EstimateA 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.For full time employees, we offer a generous benefits package that includes:Medical, dental and vision insuranceEmployer paid group term life and disabilityPaid Time Off (PTO) & six paid holidays403(b) with a 3% employer matchFitness center use at most facilities.Various voluntary benefits:Life, AD&DTuition assistance and scholarshipsEmployee assistance programLegal services, home/auto insurance, discount purchasing programPet InsuranceFor more information about Covenant Living and CovenantCare at Home, please visit www.covliving.org or www.covenantcareathome.org.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.