Customer Experience

3 weeks ago

Atlanta, United States Primecare Home Care Services Full time
Job DescriptionJob DescriptionBenefits:
  • 401(k)
  • 401(k) matching
  • Bonus based on performance
  • Dental insurance
  • Health insurance
  • Paid time off

ABOUT PRIMECARE HOME CARE:


At Primecare Home Care Services, we believe in delivering exceptional care with integrity, passion, and love. As a licensed Private Home Care provider, we offer a wide range of services, including Skilled Nursing, Personal Care Services, Companionship, and Structured Family Caregiving. Our commitment to providing the highest quality care is at the forefront of everything we do. At Primecare Home Care Services, we prioritize CARE. Our culture is shaped by our core values, which include being caring, reliable, honest, punctual, and professional. We believe in fostering an environment where compassion and dedication are valued and rewarded. We strive to create a supportive and collaborative atmosphere for our team members, promoting personal growth and professional development.

Position Summary


The Customer Experience & Engagement Specialist at Primecare Home Care Services is instrumental in managing client relationships, driving satisfaction, and shaping organizational culture. Reporting to the Customer Experience & Engagement Supervisor, this role focuses on building and nurturing relationships with clients, caregivers, and external stakeholders while championing Primecare's values and purpose. Serving as a cultural ambassador, the Specialist ensures consistent representation of Primecare's values across all departments and facilitates seamless communication and positive interactions. Moreover, the Specialist plays a crucial role in fostering client loyalty, driving employee engagement, and promoting a positive work environment, ultimately contributing to Primecare's mission and values. The Customer Experience & Engagement Specialist is pivotal in nurturing external client relationships while fostering a vibrant internal culture at Primecare Home Care Service.

Essential Duties:


Internal Responsibilities:
Represent Primecare's Culture and Values with Integrity and Enthusiasm.
Lead Introductory Sessions for New Hires.
Conduct Follow-Up Calls with New Hires
Administer Surveys to New Hires:
Review company practices to enhance client satisfaction and experience.
Identify opportunities for improvement and communicate with relevant internal departments.
Educate internal teams (such as caregivers) about company services and offerings.
Address and resolve internal concerns related to client care, caregiver support, and organizational processes.
Collaborate with internal departments to meet client expectations and optimize service delivery.
Oversee the internal client relationship management system.
Plan and coordinate internal special events.

External Responsibilities:
Build and Nurture Client Relationships
Collaborate with external stakeholders, such as case management companies, to ensure coordinated care and support for clients.
Client Outreach and Engagement Activities: Contact new clients/Conduct hospitalization visits/Make birthday calls/Make discharge calls.
Conduct customer satisfaction surveys and propose enhancements based on feedback.
Participate in external company events, community outreach activities, and industry gatherings to enhance brand awareness and strengthen relationships with external partners.

Client Demographics:
Primecare Home Care Services serves a diverse clientele, including elderly individuals, disabled individuals, patients recovering from surgery or illness, patients with chronic illnesses, palliative care patients, and patients with cognitive impairments.


Required Knowledge, Skills, Abilities and Competences:

Communication and Collaboration:
Strong communication
Cultural ambassadorship
Collaboration (internal and external)
Presentation skills


Client Relationship Management:
Client relationship building
Training and onboarding
Problem-solving
Customer satisfaction enhancement

Data Analysis and Reporting:
Data analysis
Report generation.
Quality improvement

Software Proficiency:
Microsoft Office and Google Suite
CRM Systems
Survey and Feedback Tools
Project Management Software
Data Analysis Tools

Attention to Detail and Confidentiality:
Detail-oriented.
Strict confidentiality

Event Planning and Brand Awareness:
Event coordination
Brand building



Minimum Qualifications:
 A bachelor's degree in business administration, communications, marketing, or a relevant field, or commensurate experience.
Strong communication skills, both verbal and written.
Experience in client relationship management or a similar role.
Proficiency in Microsoft Office and Google Suite.
Familiarity with CRM systems and project management software.
Ability to analyze data and generate reports.
Detail-oriented with a commitment to confidentiality.
Demonstrated problem-solving abilities.
Experience in event coordination and brand building is a plus.
Ability to work independently and collaboratively in a team environment.

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