Customer Experience Specialist, Healthcare

Customer Experience Specialist, Healthcare

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 Specialist is often the first contact for a new customer or their family, setting the tone of competence, caring, and hospitality. The Specialist demonstrates superior customer relations skills, interacts with multiple levels of consumer stakeholders, and designs, deploys, and ensures continuous customer engagement approaches at the assigned location.

The role operates within the healthcare sales department and is directly supervised by the location’s Healthcare Navigator.

• Leads and schedules the first impression and admission welcome experience for all short‑term and long‑term customers of the assigned healthcare product.
• Post‑acceptance, clinically and financially, ensures a positive transition for all customers by answering questions, providing resources, and ensuring all paperwork, files, and forms are in place and ready to review during the welcome process.
• Works in conjunction with multidisciplinary teams (clinical, dining, housekeeping, etc.) to coordinate care needs, equipment, and services prior to and at the time of arrival.
• Deploys quality‑assurance programs to ensure customers’ first night, 24, 48, and 72‑hour experiences are excellent, following up with team members as needed.
• 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, maintain a dedicated and clean welcome center space, keep an inventory of supplies and marketing items, and assist with the coordination of special events.
• Ensures and coordinates location compliance and responsive rates of all customer insights and data, including move‑in, discharge, and annual surveys, and reviews results with leadership to inform business improvements.
• Operates as primary backup support to the Healthcare Navigator during any planned or unexpected outages, reviewing and responding to inbound referrals, ensuring all necessary documentation for admission decisions is received, reviewed, and routed to appropriate stakeholders.
• Role works on‑call (after‑hours and weekend) rotation as directed by the Healthcare Navigator.

Required Degree: High School Diploma

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

• Knowledge of Medicare, Managed Care, Medicaid, and other plans helpful, but not required.
• Passion and enthusiasm to work with the senior population.
• Excellent communication, time‑management, interpersonal and organizational skills.
• Excellent demonstrated customer service skills.
• Maintains a high level of confidentiality in all aspects of the job.
• Ability to work some evenings, weekends, or on‑call rotation.

$21.81 – $26.83 per hour

• 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
• Various voluntary benefits:
  • Life, AD&D
  • Tuition assistance and scholarships
  • Employee assistance program
  • Legal services, home/auto insurance, discount purchasing program
  • Pet Insurance

For more information about Covenant Living and Covenant Care at Home, please visit (Use the "Apply for this Job" box below). or .

Covenant Living and Covenant Care 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.

Entry level

Full‑time

Other

Hospitals and Health Care