Customer Experience Coordinator Full-time Job

Under the direction of the CXC Operations Team Lead, the Customer Experience Coordinator performs in a high volume, fast pace, multi-channel environment utilizing customer service, computer, speed and accuracy, and medical knowledge skills in the processing of referrals into all Community Hospice and Palliative Care programs. Schedule assessment appointments and personnel; provides information to referral sources and potential patients and their families; conducts routine follow up with patients and referral sources to ensure a seamless admission to services when appropriate.

*** Must be able to work an eight hour shift Monday-Friday between 8am - 8pm and one weekend day 8am -7pm with one week day off.

Primary Responsibilities:

• Demonstrates a positive can do attitude at all times.
• Provides customer support by phone, fax, or email, to internal and external customers.
• Serves as primary contact for inbound/outbound customer service.
• Answer incoming calls from all lines of business for Community Hospice and Palliative Care.
• Appropriately documents phone calls, faxes, and e-mails.
• Facilitates referrals with a high level of customer service and maximizing productivity.
• Responds to various types of Hospice service inquiries including: Referrals, Community Hospice Services and follows up with potential patients in a polite and courteous manner.
• Coordinates the initiation of Hospice services with peers in the Admissions Team, as well as Physicians, Community Agencies, Assisted Living Facilities, Long Term Care Facilities and hospitals, in addition to patients/families/caregivers.
• Provides excellent customer service and maintains an amicable and professional working relationship with Community Hospice’s referral sources and partners.
• Approaches every hospice referral with the goal of setting an assessment appointment on the same day; schedules assessment visits in a timely and cost effective manner.
• Inputs data into the Electronic Medical Record (EMR) and relays available referral information to appropriate personnel.
• Takes ownership of work on all referrals and follows up on pending referrals to ensure speed to care.
• Manages workload through use of scheduler.
• Provides Explanation of Services to patients and families either over the phone or face to face.
• Appropriately seeks out a licensed Nurse to take physician certifications for Community Hospice Services.
• Seeks direction from a licensed Nurse when handling complex patient cases that require nursing knowledge of hospice eligibility, including, but not limited to, patients transferring to Community Hospice from out of our service area.
• Maintains a high level of confidentiality of all patient data as outlined in the Health Insurance Portability and Accountability Act (HIPAA).
• Adheres to the Confidentiality and Non-Competition Agreement signed upon employment and change of status at Community Hospice.
• Meets the standards of the job, such as productivity, accuracy, quality standards, adherence to schedule, and average handle time.
• Ability to work overtime as needed.
• Performs other duties as assigned.

Qualifications:

**Level II ACHA (Agency for Healthcare Administration) Background Screening

Education/Experience:

• Minimum requirement of a high school diploma; AA degree or medical degree certificate preferred (example CNA, Medical Coding, etc...)
• 3+ years customer service experience
• 3+ years in a call center environment
• Experience in a health care environment
• Intermediate computer skills, intermediate typing and data entry
• Demonstrates effective people skills and sensitivities when dealing with others

*******

About Community Hospice & Palliative Care
Established in 1979, Community Hospice & Palliative Care is an innovative national leader in palliative and hospice care, as well as providing programs and services to meet the diverse needs of the communities it serves. During its 42-year history, through the support of more than 1,000 employees and 1,000 volunteers, the organization helps approximately 1,600 patients per day to live better with advanced illness – at home, in long-term care and assisted living facilities, in hospitals and at its 10 inpatient care centers.

COVID Statement:
Per mandates from the Centers for Medicare & Medicaid Services (CMS) Alivia Care, Inc. and its subsidiaries, affiliated entities, joint ventures and related companies (including, without limitation, Alivia Care of Georgia, Inc., Alivia Care Solutions, Inc., PACE Partners of Northeast Florida, Community Hospice of Northeast Florida, Inc. and Community Hospice & Palliative Care Foundation) requires the COVID-19 vaccine.

If hired, you will be required to produce proof of vaccination as a condition of employment. Exemptions for medical or sincerely held religious beliefs may be requested according to EEOC guidance but approval is not guaranteed. In addition, approved exemptions do not guarantee that an accommodation can be made that will allow you to perform the essential functions of the role. Each situation is considered on a case by case basis. Please consider this risk before deciding to move forward with your application.

Job Type: Full-time

Pay: $35,000.00 - $37,000.00 per year

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: One location