Customer Experience Specialist, Healthcare

About the role

The primary responsibility of the Customer Experience Specialist (Healthcare) is to provide excellence in customer support and assistance to all consumers transitioning into a Covenant Living healthcare product. The Customer Experience Specialist will often be the first contact for a new customer or their family, setting the tone of competence, caring, and hospitality.

This role operates within the healthcare sales department and is directly supervised by the location’s Healthcare Navigator. The Customer Experience Specialist leads and schedules the first impression and admission welcome experience for all short-term and long-term customers, ensuring a positive transition by answering questions, providing resources, and verifying all paperwork and files are complete.

Post-admission, the role ensures all documents are accurately filed and notifies approved customer representatives or contacts about transition details. The specialist works with multi-disciplinary teams (clinical, dining, housekeeping, etc.) to coordinate care needs, equipment, and services prior to and at the time of arrival. They deploy quality assurance programs to ensure the customer’s first night and subsequent 24, 48, and 72 hours are excellent, following up on any concerns or successes.

Under the direction of the Healthcare Navigator, the specialist may conduct prospective customer tours, make follow-up calls or emails to prospects or referral partners, and maintain a dedicated and clean welcome center space. They also keep an inventory of supplies and marketing items, assist with coordination of special events, and ensure compliance with customer insights and data collection, including move-in, discharge, and annual surveys.

The role serves as the primary backup support to the Healthcare Navigator during planned or unexpected outages, including reviewing and responding to inbound referrals and ensuring proper documentation for admission is received and routed. The position may require working an on-call rotation (after-hours and weekends) as directed by the Healthcare Navigator.

Responsibilities

• Lead and schedule the first impression and admission welcome experience for all short-term and long-term customers.
• Ensure a positive transition by answering questions, providing resources, and verifying all paperwork and files are complete and ready for review.
• Accurately file all post-admission documents and notify customer representatives or contacts about transition details.
• Coordinate with multi-disciplinary teams (clinical, dining, housekeeping, etc.) to prepare care needs, equipment, and services prior to and at the time of customer arrival.
• Deploy quality assurance programs to ensure the customer’s first night, 24, 48, and 72 hours are excellent, following up on concerns or successes.
• Conduct prospective customer tours or personal presentations and make follow-up calls or emails to prospects or referral partners.
• Maintain a dedicated and clean welcome center space and keep an inventory of supplies and marketing items.
• Assist the Healthcare Navigator with coordination of special events.
• Ensure compliance with customer insights and data collection, including move-in, discharge, and annual surveys; review results with leadership.
• Utilize collected data to inform business enhancements to the customer experience.
• Serve as primary backup support to the Healthcare Navigator during planned or unexpected outages, including reviewing and responding to inbound referrals.
• Ensure all necessary documentation for admission is received, reviewed, and routed to proper stakeholders (clinical, operations, or centralized intake).
• Work an on-call rotation (after-hours and weekends) as directed by the Healthcare Navigator.

Requirements

• High School Diploma (required).
• Experience within a skilled care center or senior living environment (preferred but not necessary).
• Experience in customer service roles (preferred).
• Knowledge of Medicare, Managed Care, Medicaid, and other plans (helpful but not required).
• Passion and enthusiasm for working with the senior population.
• Excellent communication, time management, interpersonal, and organizational skills.
• Strong demonstrated customer service skills.
• Ability to maintain a high level of confidentiality in all aspects of the job.
• Ability to work some evenings, weekends, or on-call rotation.

Pay

A reasonable estimate of the pay range for this position is $21.81 - $29.33 per hour. Numerous factors are taken into consideration in determining the actual offered rate of pay, including job-related qualifications, experience, skills, education, geographic location, and internal and external equity.

Benefits

For full-time employees, we offer a generous benefits package that includes:

• Medical, dental, and vision insurance.
• Employer-paid group term life and disability insurance.
• Paid Time Off (PTO) and six paid holidays.
• 403(b) retirement plan with a 3% employer match.
• Fitness center use at most facilities.
• Various voluntary benefits, including life, AD&D, tuition assistance, scholarships, employee assistance program, legal services, home/auto insurance, discount purchasing program, and pet insurance.