Customer Experience Specialist, Healthcare

Overview

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.

The role operates within the healthcare sales department and is directly supervised by the locations Healthcare Navigator. The specialist will demonstrate superior customer relations skills, interact with multiple levels of consumer stakeholders, and design, deploy and ensure continuous customer engagement approaches at the assigned location are applied.

Leads and coordinates the first impression and admission welcome experience for all short-term and long-term customers to the assigned healthcare product. Ensures a positive transition by addressing all questions, providing resources, and ensuring paperwork, files, and forms are in place to review during the welcome process. Maintains accurate filing of documents and notifies relevant parties of transition details, as appropriate.

Works with multidisciplinary teams (clinical, dining, housekeeping, etc.) to ensure coordination of care needs, equipment, and services are prepared prior to and at the time of arrival of the prospect. Deploys quality assurance programs to ensure exceptional first-night and short-term outcomes and follows up with team members on 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, maintain a dedicated and clean welcome center space, and assist with coordination of special events.

Supports location compliance and responsiveness of all customer insights and data including move-in, discharge, and annual surveys, and uses results to inform business improvements to the product and experience.

Operates as primary back-up support to the location healthcare navigator during planned or unplanned outages. This includes reviewing and responding to inbound referrals and ensuring all necessary documentation for acceptance to admission is received, reviewed, and routed to the appropriate stakeholders (clinical, operations, or centralized intake). The role will work on-call (after hours and weekends) rotation as directed by the Healthcare Navigator.

• Provide excellence in customer support and assistance to consumers transitioning into Covenant Living healthcare products.
• Serve as the first contact for new customers or families, setting a tone of competence, care, and hospitality.
• Lead the welcome and admission process for short-term and long-term customers and ensure all paperwork and reviews are completed.
• Coordinate with multidisciplinary teams to prepare care needs, equipment and services prior to arrival.
• Implement and monitor quality assurance programs for the initial days of service and follow up with the team as needed.
• Conduct tours or presentations, follow up with prospects, and maintain an organized welcome center and inventory of supplies.
• Ensure compliance and use of customer insights data to inform improvements to the product and experience.
• Provide backup support to the Healthcare Navigator, including handling referrals and processing admission documentation.

• Required
  
  Education:
  
  High School Diploma
• Experience: Experience with in a skilled care center or senior living is preferred but not required; customer service experience is preferred.
• Knowledge, Skills, and Abilities: Knowledge of Medicare, Managed Care, Medicaid, and other plans is helpful but not required; strong communication, time management, interpersonal and organizational skills; ability to maintain confidentiality; ability to work some evenings and weekends or on-call rotation.

Compensation Pay Range: $21.81 - $26.83 per hour

Reasonable Pay Estimate: A reasonable estimate of the pay range for this position is $21.81 - $26.83 per hour. There are numerous factors considered in determining the actual offered rate of pay, including job-related qualifications, experience, skills, education, geographic location, and equity considerations.

For full-time employees, a generous benefits package includes:

• Medical, dental and vision insurance
• Employer-paid group term life and disability
• Paid Time Off (PTO) and six paid holidays
• 403(b) with a 3% employer match
• Fitness center use at most facilities
• Voluntary benefits:
  Life, AD&D;
  Tuition assistance and scholarships;
  Employee assistance program;
  Legal services, home/auto insurance, discount purchasing program;
  Pet Insurance

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,…