Client Experience Coordinator II

Requisition #:218453

Location:Urbandale, IA 50322

Category:Customer Service

Salary:$23.00 per hour

Position Details

Join a Company That Puts People First!

At Aveanna, we're proud to foster a workplace culture that celebrates diversity, encourages connection, and supports our team members every step of the way. Here's what sets us apart:

Award-Winning Culture

• Ranked the #1 company to work for in Georgia in 2024 by U.S. News & World Report.

Employee Connection & Support

• Aveanna Connection Groups: Employee-led groups where shared identities and experiences create spaces for connection, collaboration, and support.
• Aveanna Social Circles: Join groups based on your interests, like books, music, or movies, to build camaraderie and lasting friendships.
• Aveanna Employee Relief Fund: A resource to help our team members through unexpected hardships, because we're stronger together.

Inclusive Learning Environment

• We believe in growing together. Our inclusive learning sessions are open to all employees, fostering collaboration and shared success.

Commitment to Community

• Every year, we dedicate a day to giving back through our Annual Service Day, making a meaningful impact in the communities we serve.

JOB OVERVIEW:

The Client Experience Coordinator II supports AveannaCare users and assists with day-to-day Client Experience operations. This role performs standard Client Experience Coordinator responsibilities while also supporting assigned specialty programs, service lines, operational workflows, or payer-specific processes as directed by the supervisor or manager.

This position is intended for employees who demonstrate strong operational knowledge, sound judgment, attention to detail, and the ability to manage additional responsibilities beyond the standard Client Experience Coordinator role, while continuing to uphold Aveanna's Core Values and service expectations.

This is an in-person role, required to be in office 5 days a week, in Urbandale, Iowa.

ESSENTIAL JOB FUNCTIONS:

Assist AveannaCare users, including participants, clients, care providers, reimbursement recipients, families, and payer partners, by phone, email, computer, digital platforms, or in person.

Receive and respond to incoming calls, inquiries, and service-related requests in a professional and timely manner.

Maintain and review punch entries, attendance entries, service accounts, employee records, and client-related information within AveannaCare.

Run AveannaCare reports and assist with data review or data imports as assigned.

Adhere to payroll and billing cutoffs, timelines, and processing deadlines.

Research and help resolve payroll, punch entry, billing, service entry, or customer-related data concerns.

Support assigned specialty programs, service lines, operational workflows, new program launches, or payer-specific requirements as directed.

Assist with program-specific follow-up, documentation review, data validation, or issue research for assigned workflows.

Assist with the review, routing, follow-up, and resolution of internal and external JIRA tickets as assigned.

Follow up with payers, families, care providers, reimbursement recipients, and internal partners as needed.

Complete Special Incident Reports (SIRs) and follow applicable payer and referral source guidelines and instructions.

Use professional communication, analytical judgment, and conflict resolution techniques when reviewing or resolving issues.

Identify data issues, report feedback or observations to the supervisor or manager, and escalate complex concerns as appropriate.

Adhere to Aveanna Core Values and perform other duties as assigned or needed.

The above statements are intended to be a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform job-related tasks other than those stated in this description.

QUALIFICATIONS

Required:

Minimum of one year of payroll and/or customer service experience within the last four years.

Excellent interpersonal skills; self-driven, motivated, and results-oriented.

Strong analytical and judgment skills with attention to detail.

Intermediate computer skills using Microsoft Office and ability to learn Aveanna proprietary software.

Ability to successfully handle multiple tasks simultaneously; strong organizational skills.

Ability to thrive in a fast-paced environment.

Experience supporting AveannaCare, payroll, billing, HCBS programs, payer-specific processes, specialty service lines, or other operational workflows preferred.

Preferred:

Bachelor's degree preferred, but not required.

Bilingual in Spanish preferred but not required

OTHER REQUIREMENTS

Must be able to perform duties in an office environment during agency operating hours.

A valid driver's license and acceptable Motor Vehicle Record may be required.

Physical Requirements

Must have visual and hearing acuity

Occasional lifting, carrying, pushing, and pulling of up to 25 pounds may be required.

Age

Must be 18 years or older

Language

Must be able to speak, write, read, and understand English

Work Environment

Office environment during normal operating hours

Occasional travel or field visits

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

TOTAL REWARDS

Benefits: Comprehensive health, dental, vision, 401(k) match

Career Path: Opportunities for advancement.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Aveanna does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with Aveanna.

As an employer accepting Medicare and Medicaid funds, employees must comply with all health-related requirements in all relevant jurisdictions, including required vaccinations and testing, subject to exemptions for medical or religious reasons as appropriate.

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