Customer Experience Specialist Jobs

The VNA provides compassionate, innovative care of the highest quality, setting the standard for patients and caregivers needing private care, home health, hospice, and community health services. Together, we provide the highest quality patient care.

Come Join our team of passionate and skilled professionals! By choosing to work for the VNA, you would be working with an agency that has been voted ‘Best Place to Work’ for 7 years in Indian River County because of the benefits we offer our associates, such as

• Competitive pay
• Several local and national discounts
• Up to 88% coverage of health insurance costs
• Free CEU credits
• Generous paid time off accrual
• Onsite, no-cost wellness clinic
• Tuition reimbursement

The VNA is seeking a full time Customer Experience Specialist. This position will support VNA’s Whole Person Care model, working in collaboration with members of the health care and administrative teams. He/she serves as an advocate to patients and families and assists in identification and improvement of service delivery while characterizing and assessing healthcare needs for navigation to appropriate resources both inside and outside the agency. He/she serves as a key member of the patient care coordination committee and is the main point of contract with VNA’s care coordination platform team. Using critical thinking and sound judgement, the Patient and Family Advocate is a resource to patients and families, providers, and patient-facing teams at VNA.

• Follow-up / follow-through in support of VNA service lines / patient programs.
• Refer callers to VNA resources, community partners, and community resources, when applicable.
• Respond to incoming callers’ general inquiries and questions from both outside and inside the agency.
• Closes gaps in communications affecting patients, clinical teams, and referring providers.
• Shares insights, activities, follow-up actions, and outcomes with clinical and administrative leadership teams to inform-decision making and direction.
• Troubleshoot and finds solution for challenges identified.
• Bachelor’s degree in healthcare administration or related degree preferred.
• Self-starter with a high degree of integrity and ability to work independently and within teams.
• Maintain patient, team member and employer confidentiality.
• Document interactions in agency’s communication database.
• Comply with all HIPAA regulations.
• Background in the health care space a plus.
• Attends meetings as required.
• Minimum of one year home health agency preferred; will consider new graduates.
• Identify barriers to delivery of care.
• Participates in navigating calls to the right service line / source by identifying callers’ needs.
• Assist in developing and maintaining policies and procedures, flow charts, and procedures manual for Access Center.
• Proven ability to deliver the highest quality customer service.
• Learns about available resources across Indian River County to ensure referrals to appropriate resources.
• Reviews and analyzes patient insights, both objective and subjective, collected through the care coordination platform.
• Key member of VNA’s care coordination platform committee.