Director of Customer Service

Job Description

Job Description

Paradigm Healthcare is seeking a Director of Customer Service! If you are a people person, have great customer service skills, and an awesome personality we want to with you for this position! Apply now! We look forward to growing with you!

Paradigm Healthcare was founded on the belief that by empowering each other, we can achieve more and provide better care to every patient we serve. We believe in taking a fundamental and basic human approach to our business, keeping it simple, real and to the point. We believe that, by building an empowered team who knows the value they hold, we can provide an unparalleled level of care to the residents who count on us.

Summary / Objective

In keeping with our organization’s goals, the primary purpose of the Director of Customer Service is to monitor all aspects of the guest experience and provide actionable information to facility management regarding enhancements to the overall operational effectiveness of the facility.

The Director of Customer Service will have direct interaction with residents, family members, and guests and gather feedback through the customer survey system as well through direct communication. The Director of Customer Service will also be involved in responding to and resolving guest issues as well as directing and communicating with facility management to assign members of the management team to address and resolve issues.

Job Duties

• Manage and coordinate referral information, including complete clinical and financial information, and ensure it is properly gathered and placed in the correct locations that is necessary for timely referral review to occur
• Manage, coordinate, and prepare for the arrival of new residents
• Manage room appearance standards to ensure great first impressions for all new arrivals (safety checks, bedding, cleanliness, welcome book, welcome / departure gift, etc.)
• Greet / orientate all new residents and their families to the amenities and services of the facility
• Serve as liaison between clients and facility to facilitate tours, admission consents and to address any specific requests or concerns
• Resolve resident and family concern issues immediately and develop follow up strategies to ensure resident satisfaction
• Follow-up with each short-term residents daily (when possible) and family members / responsible parties weekly or as directed and required
• Conduct professional tours utilizing the facility’s clinical personnel as assistance in gaining family commitment to admit to the facility
• Ensure a smooth transition is achieved for all admitting residents
• Effectively communicate with facility personnel to provide updates regarding expected admissions and needs in order to ensure proper admission
• Prepare reports as requested; Facilitate and prepare data for all facility marketing meetings
• Interact with residents, families, and others with a calm and empathetic demeanor to administer the best resolution possible depending on the circumstances
• Provide excellent service, setting an example and becoming a champion of the facility’s service program to increase residents’ and family members’ willingness to recommend the facility to others.
• Coordinates that all transportation services and managed through approved vendors and that services are consistent with companies’ expectation of timely, reliable, and safe.
• Ensures that clinical documentation is scanned into the EMR in an appropriate timeframe and as directed
• Provide complaint / grievance reports to the Administrator as required or as may be necessary

Required Education and Experience

Required Skills