Customer Experience Specialist

Customer Experience Specialist Position Summary Barnes Healthcare Services is seeking a Customer Experience Specialist who is more than someone who answers phones or processes orders. This role is for a compassionate communicator, problem-solver, and mission-driven team member who understands that customer experience in healthcare requires patience, accuracy, follow-through, and a genuine heart for taking care of people. The Customer Experience Specialist is often the first voice, first face, and first impression for our patients, caregivers, referral sources, payors, and community partners. This individual is responsible for helping customers navigate their needs, coordinating orders and services, communicating clearly, and ensuring each interaction reflects the Barnes Way. The right person will model the Barnes Way by putting people first, communicating with transparency, operating with accountability, and demonstrating both culture and capability in the work they do every day. Job Responsibilities Provide excellent customer service with compassion, patience, and professionalism. Communicate clearly and calmly by phone, email, and in person. Listen well, ask the right questions, and help customers feel heard and supported. Think critically and problem-solve when customers, patients, or referral partners need help. Manage details accurately, especially when entering orders, documenting information, and following payer or company requirements. Work with urgency while still being kind, steady, and thorough. Use technology confidently and learn company systems quickly. Follow through without needing constant reminders. Work well with other departments to support whole patient care. Stay positive and flexible in a fast-paced environment. Demonstrate accountability, coachability, and a willingness to learn. Support the team and step outside of their comfort zone when needed. Understand the importance of culture, competency, and mission alignment. Essential Functions Models the Barnes culture and holds self and others accountable to the Barnes Way. Serves patients, caregivers, referral sources, payors, and partners with compassion, professionalism, and urgency. Handles customer contact by phone, web, and in person in a timely, courteous, and accurate manner. Assesses customer needs and works to provide the right solution with the least number of handoffs. Coordinates delivery, setup, pickup, and service needs for equipment, supplies, and services. Collects accurate information from customers, physicians, referral sources, and payors to support order entry and service coordination. Evaluates eligibility and payer requirements based on company procedures and payer guidelines. Responds to customer inquiries regarding products, shipments, deliveries, orders, and complaints. Reviews accounts for co-pay, deductible, out-of-pocket requirements, and outstanding balances as needed. Maintains accurate patient account information and referral source data. Documents customer interactions, complaints, follow-up, and resolutions accurately and timely. Collaborates with internal teams to support whole patient care and meet customer needs. Maintains confidentiality and follows all state, federal, accreditation, and company documentation requirements. Supports local workflow, communication, daily reporting, and team follow-up as directed by leadership. Demonstrates initiative, flexibility, and a willingness to assist outside of normal responsibilities when needed. Performs other duties as assigned. Minimum Qualifications and Skills Associate degree or 3 years of management experience required. Minimum of 2 years of customer service experience required. Healthcare, DME, pharmacy, infusion, insurance, or patient-care coordination experience preferred. Excellent phone and customer relations skills. Strong verbal and written communication skills. Strong technology skills, including typing, Microsoft Office, and the ability to learn company systems. Ability to manage multiple priorities while maintaining accuracy and attention to detail. Strong problem-solving skills and the ability to identify customer needs. Self-starter with strong follow-through, organization, and accountability. Must demonstrate alignment with the Barnes mission, culture, and commitment to taking care of people. Working Conditions Office setting. Prolonged periods sitting at a desk and working on a computer. Frequent phone and computer use throughout the day. Regular interaction with patients, caregivers, referral sources, payors, and internal team members. Must be able to manage multiple priorities in a fast-paced environment. Background Screening Notice This position may require background screening through the Care Provider Background Screening Clearinghouse. For more information regarding Florida background screening requirements, disqualifying offenses, exemption procedures and related timelines, please visit: Equal Employment Opportunity Barnes Healthcare Services is an equal opportunity employer. We are committed to creating a workplace where team members feel valued, supported, and connected to our mission to take care of people. #J-18808-Ljbffr