Customer Support Specialist

Description

Aria Care Partners is the national leader in providing onsite dental, vision, hearing, and podiatry care to over 3500 long-term care and skilled nursing facilities across 25 states. Aria Care Partners believes that our clinicians should be able to focus on providing the best, most comprehensive care for their patients. Our clinicians visit different skilled nursing communities daily, bringing life-affirming care to an underserved population. Our business model, innovation, customer support and teamwork deliver an unparalleled customer experience, resulting in a customer satisfaction rating of over 98%. Executing this strategic philosophy resulted in rapid company growth with revenue increases of 25%-30% annually over the last 4 years, nearly doubling the size of the company. Company values include caring fully for our customers and fellow employees, striving for excellence and continuous improvement, and excelling through the power of teamwork and collaboration. At Aria Care Partners, our mission is to enrich the quality of life for every resident with passion and compassion.

Working at Aria Matters!

The Position
Customer Support Specialists are responsible for ensuring facilities have an exceptional clinical support experience. They are responsible for letting facilities know when clinical teams will be out, who they are scheduled to see and address any questions/concerns the facility has along the way.

Essential Duties

• Provide exceptional customer service to nursing facilities through managing routine on-site care, denture/glasses/hearing aid coordination and extra visits as necessary.
• Respond to facility emails and phone calls within 1 business day
• Work with facility when triage form is submitted to ensure follow-through
• Work with facilities to coordinate outside referrals when indicated
• Send facilities patient lists 2 weeks and 2 days prior to scheduled clinical visits
• Confirm visits with facilities
• Collect forms from facilities to ensure as many residents are receiving services as possible, utilizing FFS when available
• Collaborate with Clinical Care Coordinator to ensure that requested patients are seen in timely manner
• Review and update weekly reports
• Monitor dashboard daily
• Perform other duties as necessary

Requirements

• Associate or Bachelor’s degree preferred; or equivalent work experience.
• 2-3 years’ experience preferred.
• Customer service experience preferred.

Other Qualifications

• Customer Service - the individual manages difficult client/customer situations, responds promptly to customer needs, solicits customer feedback to improve service, responds to requests for service and assistance and meets commitments.
• Problem solving - the individual identifies and resolves problems in a timely manner.
• Planning/organizing - the individual prioritizes and plans work activities and uses time efficiently.
• Quality control/Attention to detail - the individual demonstrates accuracy and thoroughness; monitors own work to ensure quality and applies feedback to improve performance.
• Adaptability - the individual adapts to changes in the work environment, manages competing demands, and can deal with frequent change, delays, or unexpected events.
• Dependability - the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
• Computer skills - considerable knowledge of computer systems/programs including Excel. Ability to quickly learn, adapt, and navigate new or complex software systems. Ability to work in and utilize multiple systems concurrently.
• Able to work in collaborative team environment.

Physical Efforts & Working Conditions

Work is performed in a normal office setting in our Overland Park, KS headquarters with minimal exposure to health or safety hazards. Substantial time is spent working on a computer. Ability to lift 15-20 lbs.

This is a full-time position working standard business hours Monday – Friday, although project support may require temporary adjustments to those hours only as needed.

Location

Position reports to the office for first six-months then qualifies to moves to hybrid with successful completion of training and satisfactory performance.

Benefits

We offer a comprehensive benefit package for you and your family, including:

• PTO and Paid Holidays for FT Employees
• 401k Retirement Plan with a Company Match
• Insurance programs including medical, dental, vision, company match for your HSA, FSA, company-paid EAP, and life and disability insurance, and more.

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