A Place for Mom

Customer Feedback Associate

Job Location(s) US-WA-Seattle
Job ID
2018-3037
# of Openings
1
Category
Sales

Overview

RealVoice is a customer satisfaction program which A Place for Mom conducts on behalf of healthcare providers. RealVoice contacts patients and patients’ families to get their feedback on their experience, on behalf of our healthcare provider partners.

 

The RealVoice Survey Representative makes outbound calls to families of senior patients of a skilled nursing facility (SNF) on behalf of the SNF to conduct a survey using specific sets of questions. Based on the information the family shares, the Representative may also recommend they connect with a Senior Living Advisor. The Representative supports our business and Senior Living Advisors by talking with families, capturing accurate and descriptive feedback, connecting families with Senior Living Advisors where appropriate, and overall being a good ambassador for the SNF and for A Place for Mom.

Responsibilities

  • Conduct customer satisfaction surveys via telephone
  • Capture survey responses in writing, in the provided tools, to faithfully represent the family’s experience
  • Ensure families looking for assistance with senior living options are connected with the right resources A Place for Mom in a timely manner
  • Maintaining clear actionable notes for other team members in the provided tools
  • Represent RealVoice, A Place for Mom and the SNF (healthcare providers) with professionalism and integrity at all times

Qualifications

  • Solid verbal and written communication skills
  • Strong listening skills
  • Clear communication via telephone
  • Typing speed of 40 words per minute or higher
  • Strong interpersonal skills, especially demonstrating empathy and connecting with families going through a difficult time
  • Previous sales or customer service experience on the phone is a plus
  • Bi-Lingual Spanish speaking is a plus

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