Customer Experience Specialist

Description 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. Requirements 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 Manager requirements. The CX will lead all staff of the location, assist the Operations Manager, and report all staff activities as assigned. 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. PRIMARY RESPONSIBILITIES MAINTAIN CUSTOMER EXPERIENCE Greet and ensure compassionate and positive interactions with customers (in person, written correspondence, or over the phone). Exhibit excellent verbal and written communication skills. Understanding the needs, motivations, and emotions of customers All incoming calls will be handled timely to meet or exceed expectations for an abandonment rate of 3% or less per location. Voicemails will be returned within 75 minutes. CXs are expected to speak clearly, practice active listening, with a pleasant tone and style while utilizing the phone system efficiently and accurately. Caller concerns and needs should be addressed during first contact whenever possible. Any transferred calls shall be done utilizing the “warm transfer method.” Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action. Responding to customer inquiries and solving issues in a timely fashion. COORDINATION OF CARE & PATIENT NAVIGATION Assess the needs of the customer and act accordingly to provide exceptional customer service with the least amount of touches or interactions. When unable to assist customer, CX must be able to identify appropriate personnel to best handle customer’s need. Coordinate the delivery, set-up, and pick-up of equipment, supplies and services. Maintain regular and ongoing communication with delivery personnel, taking into consideration customer convenience as well as the store delivery schedule. Accurate order entry as described by company policies and procedures, Further collection of information from customer/physician/referral source, Evaluation and determination of eligibility based on specific payer guidelines, And determination of best method of providing service while evaluating reimbursement, customer’s need, vendor pricing, and third party reimbursement possibilities; Assist customers in selection of equipment, supplies, and services. Respond to all customer inquiries regarding shipments, products, deliveries and complaints, all while considering cost impact and company reputation/image. Determine co-pay/deductible/out-of-pocket requirements and collect money. Review account for outstanding balances prior to providing services, collect or refer to appropriate cash application specialist. Maintain and/or enter patient account profile information and accurate referral source data. KNOWLEDGE OF THERAPY AND SERVICES PROVIDED Accurately and clearly instruct customer in the proper and safe use of all equipment delivered in the store and provide each customer with the appropriate instructional material. Maintain a thorough understanding of the company’s products or services Using in-depth knowledge of organization’s therapy lines to increase possible revenue and growth opportunities MAINTAIN ACCREDITATION STANDARDS AND COMPANY COMPLIANCE When dealing directly with customers, use Universal Precautions (proper hand-washing technique between patients, wearing gloves when exchanging disposables or picking up dirty equipment, identify and properly handle the disposal of hazardous materials and waste such as needles, disposables, which have had contact with bodily fluids.) Maintain accurate and complete documentation of complaints and resolutions. Review Plan of Care and document and report to appropriate personnel as needed. On-site surveys Maintain proper confidentiality at all times. Adhere to all state and federally mandated documentation standards. ACCOUNTABILITY Deliver results Achieve Key Performance Indicator (KPI) goals Serve as a champion for change: Positively embrace and reinforce change Tracking and analyzing customer encounters to identify errors, inconsistencies and possible areas of improvement CONTINUOUS TEAM BUILDING Maintain and complete required daily reports Communicate within our organization and with those referral sources and other organizations to provide continuity of care. Perform required follow-up/re-order contact as required by company procedures for specific product lines. Document status in customer account file accordingly. Report/document customer contact as required by company policy and guidelines. Complete daily processing of ongoing rentals and at times, scheduling equipment service checks. Execute termination or change in service associated with equipment. Understand goals set for team and Lead the team’s effort toward them Under the direction of the Operations or General Manager, plan and prioritize activities to achieve results Monitor staff activities and Lead their efforts toward goals, as directed by the Operations or General Manager. Serve as liaison between the team and the rest of the company, facilitating better communication between the team and the company Organize and manage effective team meetings Assist in training inexperienced team to be excellent contributors Provide motivational atmosphere for team and lead by example Positively resolve conflict situations Helping the company improve processes and interactions to create a positive customer experience QUALIFICATIONS 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)

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