Community Support Specialist - On Call - Alexandria Region

Scope
• Serve as the main point of contact for visitors, residents, family and staff within the community. This is done through phone, email, chat, and/or face to face interactions.
• Provide the highest standards of customer service in all interactions by following best practices and going above and beyond to satisfy the needs of those you serve.
• Provide a variety of daily administrative support and assist with special projects on a frequent basis for all departments.
• Takes work direction from the Community Support Manager and works in collaboration with the operations and sales teams to complete assigned tasks.

Knute Nelson Values
Christian Heritage
We believe that our Christian heritage is an integral part of the care we provide.
Valuing People
We believe that our success depends on an engaged workforce that is able to carry out meaningful work, has a clear organizational direction and the opportunity to learn in order to achieve a high standard of performance.
Customer-Focused Excellence
We will seek to understand our customer’s desires, respond to their voice and deliver a valuable experience.
Community Engagement
We believe we are an integral part of the communities we serve and will invest time and resources to benefit the communities, which will benefit those we serve.
Stewardship
We believe we must be good stewards of our financial resources to ensure adequate funds are available to fulfill our mission.

Competencies
• Accountability and Trust - Relentless about accomplishing company priorities. Identifies what needs to be done and proactively takes prompt action to accomplish objectives and achieve goals. Has a strong sense of urgency about solving problems and striving for excellence in performance to company strategies and goals. Instills mutual trust and confidence; creates a culture that fosters high standards of ethics; behaves in a fair and ethical manner toward others and demonstrates a sense of corporate responsibility, confidentiality and commitment of service.
• Customer First Attitude - Makes the customer experience a primary focus of one’s actions; is accessible and provides prompt service. Develops and sustains mutually beneficial customer relationships. Quickly and effectively solves customer problems. Inspires, motivates, and guides others toward goal accomplishments. Consistently develops and sustains cooperative working relationships. Encourages and facilitates cooperation within the organization and with customer groups; fosters commitment, team spirit, pride, trust.

Education and Experience Required
• Requires a high school diploma, one year of experience working in an office or corporate setting, preferably in healthcare, or any equivalent combination of training, education and experience.
• Exceptional typing skills required and must be fluent in computer knowledge especially in Windows operating system and Microsoft Office (i.e. Publisher, Excel and Power Point). Must also have experience with various office equipment such as copy machines, multi-line phones, postage meter, fax machines, etc.
• Excellent verbal communication skills are required and an ability to work with confidential information.
• Often the first contact visitors have when calling or visiting the facility, therefore the use of good judgment, tact, courtesy and patience is required.
• Excellent verbal communication skills are required and an ability to work with confidential information.
• Represent Knute Nelson in a professional, business-like manner.
• Follow and abide by the HIPAA (Health Insurance Portability and Accountability Act) privacy policy as administered by Knute Nelson.
• Recognize the importance of customer service and strive each day to provide an exceptional experience for each person they serve. Know that all residents, patients, clients, families, volunteers and coworkers are all customers, and work to ensure that every interaction they have with them is positive.
• Must complete and pass a state required background study.
• Able to physically perform the duties required by the position.
• Required to have the ability to read, write and speak English well enough to communicate with staff, residents and visitors.

Key Responsibilities
• Responsible for providing excellent customer service needed for quality care and services to all customers. Ensures that the customer experience is a primary focus of all actions.
• Greet and welcome visitors and staff to the building or over the phone. Serve as an information resource for residents, families, staff and guests by identifying needs and resolving questions. Answer and transfer incoming telephone calls in a courteous and professional manner. Determine the needs of customers in a prompt manner and direct their calls or needs and manages appropriately.
• Is easily accessible and provides prompt service.
• Responsible for discovering needs and helping log resident tickets and ensure timely resolution.
• Manage in-house resident accounts.
• Ensures confidentiality of all patient information while performing job duties and tasks.
• Perform a variety of duties, as assigned by Community Support Manager.
• The duties and responsibilities listed above are representative of the nature and level of work assigned and are not necessarily all inclusive.

Other Details
Exemption Status: Hourly Non-Exempt
Direct Reports: None
Leadership Received: Community Support Manager
Department: Administration
Division: Care Center, Grand Arbor, Nelson Gables, Crystal Brook