Customer Experience Specialist, Healthcare

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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 (after hours and weekend) rotation as directed by Healthcare Navigator.

• Required Degree:
  High School Diploma

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

• 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.