Client Experience Coordinator

Summary: Provide customer and administrative services to clients and technicians via telephone, text, email and perform all assigned responsibilities.

Duties and Responsibilities include the following:

1. Provide a comprehensive and successful consultation on hair removal services and electrolysis services and ensure clients expectations and treatment goals are managed.
2. Schedule on MyTime client appointments by following all required protocol and requirements. Ensure accurate appointment duration, technician assignments and services desired
3. Assist clients with selecting the best treatment plan to satisfy their needs.
4. Relay communications between clients and technicians
5. Monitor voicemails on the Quo
6. Manage and adjust both personal and office schedules on MyTime to ensure smooth business flow
7. Verify, refund, and void payments off MyTime website
8. Generate emails from Outlook to prospective client inquiries through the Permanent Choice website form and from emails sent directly to company emails
9. Follow up on calls, emails and text messages from prospective clients from the Outlook email, Quo and Google Voice by following all applicable protocols and procedures.
10. Fulfill prescription requests and communicate between pharmacy and client. Ensuring all information is accurate and communicated to both parties 
11. Manage insurance clients - collecting insurance card photos (front and back), qualification letter, documenting insurance details such as copay, eligibility, deductible, etc. Communicate with client on known insurance coverage and eligibility. Properly document in MyTime
12. Generate receipts to clients upon request
13. Do confirmation calls one to three days prior to appointments relaying necessary information as noted in client profiles as well as company wide information needing to be relayed
14. Manage email addresses from Outlook by sorting, organizing, and assembling
15. Assist in covering the phone shifts and ensure the Google calendar matches the shift information
16. Perform other duties as assigned

Knowledge, Skills and Other Abilities:

• Highly motivated and a self-starter
• Strong written, verbal and presentation communication skills
• Strong customer services and interpersonal skills
• Highly organized with a great attention to detail
• Excellent time & task management skills
• Strong problem-solving skills

Education/Experience:

High School Diploma or G.E.D. required; Prior experience preferred, but not required.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to draw and interpret bar graphics.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. 

Computer Skills:

To perform this job successfully, an individual should have knowledge of MyTime, Availity, MS Office Suite: Word and Excel, Quo and internet browsers. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands and talk or hear. Specific vision abilities required by this job include close vision, depth perception, ability to adjust focus, and ability to see color.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.