Customer Experience Specialist

Barnes Healthcare Services•Tallahassee, FL

28d•Onsite

About The Position

The Customer Experience Specialist (CX) is primarily responsible for handling initial customer contact either in person, via the web, or over the telephone, interacting with patients, caregivers, referral sources, commercial accounts, or payors. 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 are often 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. This role also involves modeling and holding others accountable to the company culture, providing localized leadership and guidance, establishing and implementing operations efforts, conveying clear performance expectations, and enforcing individual accountability for the team.

Requirements

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)

Responsibilities

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.