Job Summary: Customer Support Specialist is responsible for providing exceptional support and assistance to clients and their families, ensuring a positive experience with home care services. This role involves addressing inquiries, resolving issues, coordinating services, and maintaining accurate records, while maintaining a high level of customer satisfaction.
Key Responsibilities:
- Client Interaction: Respond to client and family inquiries via phone, email, and in-person, providing information about home care services, policies, and procedures.
- Issue Resolution: Address and resolve client concerns and complaints promptly and effectively, ensuring a satisfactory resolution and maintaining client satisfaction.
- Service Coordination: Assist in coordinating home care services, including scheduling caregivers, managing changes to care plans, and ensuring timely delivery of services.
- Record Maintenance: Maintain accurate and up-to-date client records, including contact information, service details, and communication logs, in compliance with company policies and privacy regulations.
- Billing Support: Aid with billing inquiries, including explaining charges, processing payments, and resolving billing discrepancies.
- Communication: Serve as a liaison between clients, caregivers, and other staff members to ensure effective communication and coordination of care.
- Follow-Up: Conduct follow-up calls to clients and families to ensure satisfaction with services and address any ongoing needs or concerns.
- Documentation: Prepare and distribute necessary documentation, such as service agreements, care plans, and informational materials, to clients and their families.
- Quality Assurance: Monitor client feedback and service quality, identifying areas for improvement and recommending changes to enhance the client experience.
- Compliance: Ensure compliance with company policies, industry regulations, and confidentiality requirements, including HIPAA.
- Reporting: Generate and maintain reports on client interactions, service issues, and other relevant metrics for management review.
- Team Collaboration: Work closely with the care management team and other departments to ensure coordinated and comprehensive support for clients.
Qualifications:
High school diploma or equivalent; associate or bachelor’s degree in a related field preferred.
Minimum of 2 years of customer service experience, preferably in the healthcare or home care industry.
Excellent communication and interpersonal skills.
Strong problem-solving and conflict resolution abilities.
Ability to multitask and manage time effectively in a fast-paced environment.
High level of empathy, patience, and professionalism.
Knowledge of home care services and industry regulations is a plus.
Ability to work both independently and as part of a team.
Strong attention to detail and accuracy.
Job Types: Full-time, Part-time
Pay: $18.00 - $23.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- On call
- Weekends as needed
Ability to commute/relocate:
- Fall River, MA: Reliably commute or planning to relocate before starting work (Preferred)
Experience:
- Call center: 1 year (Preferred)
- Customer service: 1 year (Required)
Work Location: In person