We are seeking a Consumer Relations Specialist to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.
About the Role:
The Consumer Relations Specialist plays a pivotal role in fostering and maintaining positive relationships between the company and its customers across the United States. This position is responsible for addressing consumer inquiries, resolving complaints, and ensuring customer satisfaction through effective communication and problem-solving. The specialist will analyze customer feedback to identify trends and recommend improvements to enhance the overall consumer experience. By acting as a liaison between consumers and internal departments, the role ensures that customer needs are understood and met promptly. Ultimately, the Consumer Relations Specialist contributes to building brand loyalty and supporting the company’s reputation for exceptional customer service.
Minimum Qualifications:
- High school diploma or equivalent; associate or bachelor’s degree preferred.
- Minimum of 2 years experience in customer service, consumer relations, or a related field.
- Strong verbal and written communication skills.
- Proficiency with customer relationship management (CRM) software and Microsoft Office Suite.
- Ability to handle difficult situations with professionalism and empathy.
- Relevant experience may substitute for the educational requirement on a year-for-year basis.
Preferred Qualifications:
- Associate's degree in Business Administration, Communications, or a related discipline.
- Experience working in a consumer-facing role within retail, telecommunications, or financial services industries.
- Familiarity with data analysis tools and techniques to interpret customer feedback.
- Bilingual in English and Spanish, to support a diverse customer base.
Responsibilities:
- Respond promptly and professionally to consumer inquiries via phone, email, and other communication channels. Investigate and resolve customer complaints by coordinating with relevant departments to provide timely solutions.
- Document all interactions and maintain accurate records of consumer feedback and resolutions in the company’s CRM system.
- Analyze customer feedback to identify recurring issues and collaborate with management to implement process improvements.
- Educate consumers about company products, services, policies, and procedures to enhance their understanding and satisfaction.
- Provide administrative support to ensure the smooth execution of projects, reports, and client deliverables.
- Work cross-functionally with service line leaders (Meals, Nutrition, HME, Hospice, Pharmacy, Transportation, and Home Health) to align service delivery with client expectations and organizational goals.
- Participate in training sessions to stay updated on product knowledge, customer service techniques, and regulatory compliance.
Skills Required
- High school diploma or equivalent
- Associate or Bachelor's degree (preferred)
- Minimum of 2 years experience in customer service, consumer relations, or related field
- Strong verbal and written communication skills
- Proficiency with CRM software
- Proficiency with Microsoft Office Suite
- Ability to handle difficult situations with professionalism and empathy
- Relevant experience may substitute for the educational requirement on a year-for-year basis
- Experience working in consumer-facing roles (retail, telecommunications, or financial services)
- Familiarity with data analysis tools and techniques to interpret customer feedback
- Bilingual in English and Spanish
What We Do
Independent Living Systems, LLC, offers a comprehensive range of clinical and third-party administrative services to managed care organizations and providers that serve high-cost, complex member populations in the Medicare, Medicaid and Dual-Eligible Market. Independent Living Systems has been an industry leader in managing home and community-based programs for over 16 years. Leveraging ILS’ award winning technology platform, ILS provides assistance beyond the clinical realm at every stage of care from hospitalization to the treatment of chronic illnesses to personalized care management including nutritional support. As one of the country’s leading providers of Nutritional Support Services and medically tailored meals, ILS provides nutrition counseling and home delivered meals for individuals transitioning from acute settings to the home as well as for those combatting the effects of one or more chronic diseases. In partnership with health plans, providers, hospitals, and pharmaceutical and medical device companies, ILS provides solutions aimed at improving health outcomes while rebalancing costs. ILS’ suite of products and services include: MLTSS - Managed Long-Term Services Supports Suite of solutions including assessments, care management, and coordination of home and community-based services, care planning, and back-office support CCM - Comprehensive Care Management A streamlined solution for ongoing care management and care optimization targeted towards special needs populations and special needs plans Meals and Nutrition One of the nation’s largest nutritional providers delivering consistent, high-quality therapeutic meals to elderly and at-risk populations TPA – Third Party Administration A fully integrated business and technology offering to support all administrative and financial reporting requirements of health plans and risk bearing entities MSO – Management Services Organization Population and provider-based interventions to address utilization and monitor unit costs of services For more information please contact us via email at [email protected].
