Customer Experience Specialist

The primary responsibility of the Customer Experience Specialist (Healthcare) is to provide excellence in customer support and assistance to all consumers transitioning into a Covenant Living healthcare product. The Customer Experience Specialist will often be the first contact for a new customer or their family. They set the tone of competence, caring, and hospitality. An individual in this role must demonstrate superior customer relations skills, be able to interact with multiple levels of consumer stakeholders, and design, deploy, and ensure continuous customer engagement approaches are applied at the assigned location. The role operates within the healthcare sales department and is directly supervised by the location’s Healthcare Navigator.

Responsibilities
Leads and schedules the first impression and admission welcome experience for all short-term and long-term customers to the assigned healthcare product.

Post‑acceptance, works clinically and financially to ensure the transition is positive for all customers, ensuring all questions are answered, resources provided, and all paperwork, files, and forms are ready for the welcome process.

Post‑admission or welcome process ensures all documents are accurately filed.

Notifies prior to or at the time of admission all approved customer representatives or contacts of details of transition and community introduction.

Works in conjunction with multidisciplinary teams (clinical, dining, housekeeping, etc.) to coordinate care needs, equipment, and services prior to and at arrival of the prospect.

Deploys quality assurance programs to ensure customers’ experience is excellent on the first night, at 24, 48, and 72 hours, and follows up as necessary with team members on concerns or successes.

Under the direction of the Healthcare Navigator, may conduct prospective customer tours, personal presentations, make follow‑up calls or emails to prospects or referral partners.

Maintains a dedicated and clean welcome center space, keeps an inventory of supplies and marketing items, and may assist the Healthcare Navigator with coordination of special events.

Ensures and coordinates location’s compliance and responsive rates of all customer insights and data, including move-in, discharge, and annual surveys, reviews results with leadership, and utilizes data to inform business on customer experience enhancements.

Operates as primary backup support to the location’s Healthcare Navigator during any planned or unexpected outages, reviewing and responding to all inbound referrals received from professional or marketing generated entities.

Ensures all necessary documentation to determine acceptance to admission is received, reviewed, and routed to proper stakeholders (clinical, operations, or centralized intake).

Works on‑call (afterhours and weekend) rotation as directed by the Healthcare Navigator.

Education and Work Experience
Required Degree:

High School Diploma

Experience

Experience within a skilled care center or senior living preferred but not necessary.

Experience in customer service roles preferred.

Knowledge, Skills, And Ability

Knowledge of Medicare, Managed Care, Medicaid, and other plans helpful, but not required.

Passion and enthusiasm to work with the senior population.

Excellent communication, time management, interpersonal, and organizational skills.

Excellent customer service skills.

High level of confidentiality in all aspects of the job.

Ability to work some evenings, weekends, or on‑call rotation.

Compensation Pay Range
$21.81 - $29.33 per hour

Reasonable Pay Estimate
A reasonable estimate of the pay range for this position is $21.81 - $29.33 per hour. Factors considered include job‑related qualifications, experience, skills, education, geographic location, and internal and external equity.

Benefits

Medical, dental and vision insurance

Employer‑paid group term life and disability

Paid Time Off (PTO) & six paid holidays

403(b) with a 3% employer match

Fitness center use at most facilities.

Various voluntary benefits:

Life, AD&D

Tuition assistance and scholarships

Employee assistance program

Legal services, home/auto insurance, discount purchasing program

Pet Insurance

Covenant Living and CovenantCare Home Health and Hospice are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, or any other characteristics protected by local laws, regulations, or ordinances.

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