Job Description

Customer Experience Specialist Position Summary

The CX has the primary responsibility of handling initial customer contact either in person, via the web, or over the telephone. Customer contacts might be with the patient, care giver, referral source, commercial account, or payor. The CX ensures all customer orders are received, qualified, and processed in accordance with procedure, and in a timely, efficient, accurate, and courteous manner. They often are involved in investigating and responding to customer inquiries regarding shipments, products, deliveries, and complaints.

The CX will lead responsibilities for the location, charged with coordinating activities of the location or work in conjunction with the Operations Supervisor requirements. The CX will lead all staff of the location, assist the Operations Supervisor, and report on all staff activities as assigned.

How We Take Care of our Customer Experience Specialists

Competitive, market-based compensation and benefits that include:

• Health, dental, vision insurance + ancillary choices as well
• Teladoc services (provided at no cost)
• $50,000 Life insurance (provided at no cost)
• Employee Assistance Program (provided at no cost)
• 401K retirement + company match
• Short- & long-term disability
• 15 days paid vacation
• 8 Paid Holidays
• 40 paid volunteer hours
• Bereavement time off

Customer Experience Specialist Essential Functions

• Models and holds others accountable to the Barnes culture and acts as a coach and mentor for others in the organization.
• Provides localized leadership and guidance for all functions at the location and establishes and implements operations efforts that support the company's mission, vision, and purpose.
• Conveys clear performance expectations, follows up consistently, and enforces individual accountability for the team.
• Assesses the needs of the patient/partner and acts accordingly to provide exceptional service and whole patient care as efficiently as possible.
• Coordinates the delivery, set-up, and pick-up of equipment, supplies and services.
• Collects information from customers, physicians, and referral sources to facilitate accurate order entry and evaluates eligibility based on payer guidelines.
• Responds to customer inquiries regarding shipments, products, and deliveries; and handles complaints.
• Determines co-pay/deductible/out-of-pocket requirements and collects when necessary; reviews accounts for outstanding balances prior to providing services, collects or refers to appropriate internal resources.
• Collaborates with other functions to facilitate whole patient care and meet partner needs.
• Other duties as assigned.

Customer Experience Specialist Minimum qualifications and skills

• Associates degree, or 3 years management experience
• Excellent phone and customer relations skills
• Two years of customer service experience.
• Exceptional use of technology (typing, Microsoft Office, etc)

Requirements

The Barnes Difference

For those looking for a workplace that is as compassionate with its staff as it is with its patients – Barnes Healthcare has what you are looking for. Providing unparalleled service since 1909, we do not just offer you a job; we welcome you into a family committed to outstanding care, community spirit, and meaningful impact. Our history exists simply because of the people committed to delivering on our driving purpose - We Take Care of People. ™

• A Legacy of Caring - Join forces with a healthcare pioneer! Experience how we have earned the trust of countless families through over a century of unwavering dedication to nurturing health and happiness.
• A Culture of Empathy - Dive into an environment where patients' wellness journeys shape our business. Your empathy and insights are valued, heard, and pivotal in crafting holistic care experiences.
• Community Engagement - Engage with local endeavors, enrich lives, and witness firsthand the difference you make every day. We provide 40 hours of volunteer time off to allow you to get involved with our communities in a personal way. Our commitment to our communities has led to raising over $800,000 for those we serve since 2009.
• Daily Fulfillment – Your experience will be much more than a paycheck. It is the gratification of knowing your work profoundly improves lives, contributing to delivering compassionate care for those we serve.
• Exceptional Teamwork – Your purpose is shared with a group of passionate, talented, and supportive colleagues who work together to deliver a transformative impact and legendary customer service. You will find a second family here.
• Deep Roots – Become a part of a fourth-generation family business whose success has always been measured by the number of lives we impact and not by the earnings of outside shareholders.

Ready for a career that nourishes your soul as you nurture others? Your opportunity is here, with a family that cherishes your ambitions as much as you do. Step into your role at Barnes Healthcare. Apply now and join with us as we continue our history of doing what we do best – We Take Care of People. ™

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