Customer Experience Specialist

Customer Experience Specialist 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, caregiver, 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 Supervisor requirements. The CX will lead all staff of the location, assist the Operations Supervisor, and report on all staff activities as assigned. How We Take Care of our Customer Experience Specialists Health, dental, vision insurance + ancillary choices as well Teladoc services (provided at no cost) $50,000 Life insurance (provided at no cost) Employee Assistance Program (provided at no cost) 401K retirement + company match Short- & long-term disability 15 days paid vacation 8 Paid Holidays 40 paid volunteer hours Bereavement time off Customer Experience Specialist 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. Customer Experience Specialist Minimum qualifications and skills 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) #J-18808-Ljbffr