Positions Summary:

The Customer Service Coordinator focuses on improving customers’ and families’ experiences while in the

facility. The Customer Service Coordinator will continuously monitor, maintain, and improve the customer

experience by following best practices and assisting internal resources. Imagine what the customers and

families are experiencing and what they are expecting, put yourself in the customers’ position. The Customer

Service Coordinator must be able to interact at all levels with all departments.

Essential Duties and Responsibilities:

• Engage patients and families by proactively welcoming them to the facility

• Build relationships with patients and families by answering service (non-clinical) questions

• Provide individualized customer service based on unique patient needs.

• Deliver on the Innovative Healthcare Patient centered Model by always putting the patient’s needs first

• Engage customers to identify opportunities to improve service and/or customer experience via Kiosk,

surveys, reviews and other methods

• Through personalized conversation, try to determine the root cause for the customer’s happiness or

concerns

• Help customers navigate various digital tools needed to complete surveys and google reviews

• Facilitate customer’s engagement by assisting with admission contracts, questionnaires and other duties

as assigned.

• Make sure all rooms and supplies are prepared for new admissions

• Answer all survey concerns immediately or within 24 hours

• Always demonstrates a positive can-do attitude.

• Provides customer support by phone, fax, or email, to internal and external customers.

• Serves as primary contact for customer service and facility tours

• Completes assigned clerical work, and projects as requested

• Answers resident calls promptly and checks on residents frequently.

• Run reports

• Uses MS Office Word and Excel to complete assigned administrative tasks.

• Upholds resident rights and confidentiality. Creates and supports a physical environment which is

accessible and supports privacy, independence and comfort

For Residents Duties:

• Room Readiness for all new admission – (Room Ready Checklist)

• Greet Patients and families coming into the facility and explain the process of admission. New

admission orientation in person or video. Explain each department along with duties. Give resident