Customer Service Representative
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About The Position
The Customer Support Specialist at Entyre Inc. is a pivotal role responsible for delivering exceptional support and assistance to clients and their families, ensuring a positive experience with home care services. This position requires a proactive approach to addressing inquiries, resolving issues, and coordinating services while maintaining accurate records and a high level of customer satisfaction. The specialist will interact with clients and their families through various communication channels, including phone, email, and in-person meetings, to provide comprehensive information about home care services, policies, and procedures. In addition to client interaction, the role involves effective issue resolution, where the specialist must promptly address and resolve client concerns and complaints, ensuring satisfactory outcomes that maintain client satisfaction. The specialist will also assist in coordinating home care services, which includes scheduling caregivers, managing changes to care plans, and ensuring the timely delivery of services. Maintaining accurate and up-to-date client records is crucial, as is compliance with company policies and privacy regulations, including HIPAA. The position also entails providing billing support by aiding clients with inquiries related to charges, processing payments, and resolving any billing discrepancies. Effective communication is essential, as the specialist will serve as a liaison between clients, caregivers, and other staff members to ensure coordinated care. Follow-up calls to clients and families will be conducted to ensure satisfaction with services and to address any ongoing needs or concerns. The specialist will prepare and distribute necessary documentation, such as service agreements and care plans, while also monitoring client feedback and service quality to identify areas for improvement. Compliance with company policies and industry regulations is a key responsibility, along with generating and maintaining reports on client interactions and service issues for management review. The Customer Support Specialist will work closely with the care management team and other departments to ensure comprehensive support for clients, making this role integral to the overall success of the home care services provided by Entyre Inc.
