Customer Support Specialist

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.

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.

• 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.

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

• 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.

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.

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

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.