Customer Experience Specialist

Description

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, care giver, 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.

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 Primary Responsibilities

MAINTAIN CUSTOMER EXPERIENCE

• Greet and ensure compassionate and positive interactions with customers (in person, written correspondence, or over the phone). Exhibit excellent verbal and written communication skills.
• Understanding the needs, motivations, and emotions of customers 
• All incoming calls will be handled timely to meet or exceed expectations for an abandonment rate of 3% or less per location. Voicemails will be returned within 75 minutes. CXs are expected to speak clearly, practice active listening, with a pleasant tone and style while utilizing the phone system efficiently and accurately. Caller concerns and needs should be addressed during first contact whenever possible. Any transferred calls shall be done utilizing the “warm transfer method.”
• Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action. Responding to customer inquiries and solving issues in a timely fashion.

COORDINATION OF CARE & PATIENT NAVIGATION

• Assess the needs of the customer and act accordingly to provide exceptional customer service with the least number of touches or interactions.
• When unable to assist a customer, CX must be able to identify appropriate personnel to best handle the customer’s needs.
• Coordinate the delivery, set-up, and pick-up of equipment, supplies and services. Maintain regular and ongoing communication with delivery personnel, taking into consideration customer convenience as well as the store delivery schedule.
• Accurate order entry as described by company policies and procedures, 
• Further collection of information from customer/physician/referral source, 
• Evaluation and determination of eligibility based on specific payer guidelines, 
• And determination of best method of providing service while evaluating reimbursement, customer’s need, vendor pricing, and third-party reimbursement possibilities. 
• Assist customers in selection of equipment, supplies, and services.
• Respond to all customer inquiries regarding shipments, products, deliveries and complaints, all while considering cost impact and company reputation/image.
• Determine co-pay/deductible/out-of-pocket requirements and collect money. Review account for outstanding balances prior to providing services, collect or refer to appropriate cash application specialist.
• Maintain and/or enter patient account profile information and accurate ref