Customer Support Specialist

About the role

The Position Customer Support Specialists are responsible for ensuring facilities have an exceptional clinical support experience. They are responsible for letting facilities know when clinical teams will be out, who they are scheduled to see and address any questions/concerns the facility has along the way.

Essential Duties

• Provide exceptional customer service to nursing facilities through managing routine on-site care, denture/glasses/hearing aid coordination and extra visits as necessary.
• Respond to facility emails and phone calls within 1 business day.
• Work with facility when triage form is submitted to ensure follow-through.
• Work with facilities to coordinate outside referrals when indicated.
• Send facilities patient lists 2 weeks and 2 days prior to scheduled clinical visits.
• Confirm visits with facilities.
• Collect forms from facilities to ensure as many residents are receiving services as possible, utilizing FFS when available.
• Collaborate with Clinical Care Coordinator to ensure that requested patients are seen in timely manner.
• Review and update weekly reports.
• Monitor dashboard daily.
• Perform other duties as necessary.

Requirements

• Associate or Bachelor’s degree preferred; or equivalent work experience.
• 2-3 years’ experience preferred.
• Customer service experience preferred.

Qualifications

• Customer Service - the individual manages difficult client/customer situations, responds promptly to customer needs, solicits customer feedback to improve service, responds to requests for service and assistance and meets commitments.
• Problem solving - the individual identifies and resolves problems in a timely manner.
• Planning/organizing - the individual prioritizes and plans work activities and uses time efficiently.
• Quality control/Attention to detail - the individual demonstrates accuracy and thoroughness; monitors own work to ensure quality and applies feedback to improve performance.
• Adaptability - the individual adapts to changes in the work environment, manages competing demands, and can deal with frequent change, delays, or unexpected events.
• Dependability - the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
• Computer skills - considerable knowledge of computer systems/programs including Excel. Ability to quickly learn, adapt, and navigate new or complex software systems. Ability to work in and utilize multiple systems concurrently.
• Able to work in and utilize multiple systems concurrently.
• Able to work in collaborative team environment.

Physical Efforts & Working Conditions

• Work is performed in a normal office setting in our Overland Park, KS headquarters with minimal exposure to health or safety hazards.
• Substantial time is spent working on a computer.
• Ability to lift 15-20 lbs.

Benefits

• PTO and Paid Holidays for FT Employees
• 401k Retirement Plan with a Company Match
• Insurance programs including medical, dental, vision, company match for your HSA, FSA, company-paid EAP, and life and disability insurance, and more.