Customer Support Specialist

Aria Care Partners; Overland Park (KS); Hybrid; USD 38,000 - 52,000; Full time

Benefits offered by this job

PTO and Paid Holidays

401(k) Retirement Plan with company‑M

Insurance programs including medical,{

Dental, Vision, HSA/FSA, life and disa

Job summary

Aria Care Partners is a national leader delivering onsite dental, vision, hearing, and podiatry care to long‑term care facilities. The Customer Support Specialist will schedule visits, inform facilities of team availability, and address facility questions throughout the process.

Responsibilities include coordinating care, responding promptly to inquiries, and ensuring smooth referrals and timely patient visits.

Qualifications

• Associate or Bachelor’s degree preferred or equivalent work experience.
• 2–3 years of experience preferred.
• Customer service experience preferred.
• Proficient with Excel and strong computer skills.

Responsibilities

• Provide exceptional customer service to nursing facilities by coordinating on-site care and devices (denture, glasses, hearing aid) and arranging extra visits as needed.
• Respond to facility emails and phone calls within one business day.
• Collaborate with facilities when triage forms are submitted to ensure follow‑through.
• Coordinate outside referrals when indicated.
• Send facilities patient lists two weeks and two days prior to scheduled clinical visits.
• Confirm visits with facilities and ensure forms are collected to maximize services.
• Work with the Clinical Care Coordinator to ensure timely patient visits and review weekly reports.

Skills

Customer service

Problem-solving

Planning/Organizing

Attention to Detail

Dependability

Adaptability

Teamwork

Education

Associate or Bachelor's degree

Tools

Excel

Job description

Aria Care Partners is the national leader in providing onsite dental, vision, hearing, and podiatry care to over 3,500 long‑term care and skilled nursing facilities across 25 states. We believe our clinicians should focus on delivering the best, most comprehensive care for their patients, visiting daily to bring life‑affirming care to underserved populations. Our business model, innovation, customer support, and teamwork deliver an exceptional customer experience, with a satisfaction rating above 98%. Rapid company growth has seen revenue increase by 25–30% annually over the past four years, nearly doubling our size. Company values include caring for customers and employees, striving for excellence, and fostering teamwork. Our mission is to enrich the quality of life for every resident through passion and compassion.

The Position

Customer Support Specialists ensure facilities have an exceptional clinical support experience. They inform facilities when clinical teams will be out, schedule visits, and address any facility questions or concerns throughout the process.

Essential Duties

• Provide exceptional customer service to nursing facilities by managing routine on‑site care, denture, glasses, and hearing aid coordination, and arranging extra visits as needed.
• Respond to facility emails and phone calls within one business day.
• Collaborate with facilities when triage forms are submitted to ensure follow‑through.
• Coordinate outside referrals when indicated.
• Send facilities patient lists two weeks and two days prior to scheduled clinical visits.
• Confirm visits with facilities.
• Collect forms from facilities to ensure as many residents as possible receive services, utilizing FFS when available.
• Work with the Clinical Care Coordinator to ensure that requested patients are seen in a timely manner.
• Review and update weekly reports.
• Monitor dashboard daily.
• Perform other duties as necessary.

Requirements

• Associate or Bachelor’s degree preferred or equivalent work experience.
• 2–3 years of experience preferred.
• Customer service experience preferred.

Other Qualifications

• Customer Service: Manages difficult client situations, responds promptly to customer needs, solicits feedback, and meets commitments.
• Problem‑Solving: Identifies and resolves problems in a timely manner.
• Planning/Organizing: Prioritizes and plans work activities efficiently.
• Quality Control/Attention to Detail: Demonstrates accuracy and thoroughness, monitors own work, and applies feedback to improve performance.
• Adaptability: Adapts to changes, manages competing demands, and handles frequent change, delays, or unexpected events.
• Dependability: Consistently on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
• Computer Skills: Extensive knowledge of computer systems and programs, including Excel; quick to learn, adapt, and navigate new or complex software; works effectively in multiple systems concurrently.
• Works well in a collaborative team environment.

Physical Efforts & Working Conditions

Work is performed in a normal office setting at our Overland Park, KS headquarters with minimal exposure to health or safety hazards. Substantial time is spent working on a computer, and the ability to lift 15–20 lbs is required. This is a full‑time position working standard business hours Monday‑Friday, with occasional temporary adjustments for project support as needed.

Location

Position reports to the office for the first six months, then qualifies for a hybrid arrangement upon successful completion of training and satisfactory performance.

Benefits

We offer a comprehensive benefit package for you and your family, including:

• PTO and Paid Holidays for full‑time employees.
• 401(k) Retirement Plan with a company match.
• Insurance programs—including medical, dental, vision, company match for HSA, FSA, company‑paid EAP, and life and disability insurance—among others.