Job Description
Job Description
Celebrated as the Top Workplace in the D.C. region for 2025 by The Washington Post since 2019, Goodwin Living is more than a team – it's a global family of individuals who represent more than 70 countries.
Goodwin Living is proud to be recognized as a Top Workplace in the greater Washington, D.C. region by The Washington Post every year since 2019 — and now nationally by USA Today. Since 2022, we’ve also been annually recognized as one of the top 100 employers for interns by the Top Virginia Employers for Intern Awards. These honors are based entirely on feedback from our team members, gathered through an annual third-party survey. Here’s what they say makes us stand out:
- Embracing Diversity: Our strength is in our diverse team from over 65 countries, fostering an inclusive and vibrant culture that values every voice.
- Growth and Opportunities: We bolster personal and professional development, offering myriad opportunities, from on-the-job training to mentorship programs and financial support, to help you reach your full potential.
- Valuing Our Team Members: By prioritizing team member satisfaction, we create a fulfilling work environment with competitive benefits, work-life balance, and recognition programs, ensuring our team feels appreciated and valued.
About the Position
Serves as the main point of contact and customer service for Members. Successfully manages incoming Member telephone communication. Provides direct support for some Member requests; triages additional Member requests to the appropriate team members. Owns program billing and tracking. Achieves high Member satisfaction in the Goodwin Living At Home program.
This job is hybrid, with business hours 8:30 am to 5:00 pm. Three days per week in the campus office, and two days per week remote after orientation is completed.
Key Duties
- Answer incoming telephone calls to the Members line and provide friendly and efficient customer service, assistance, and triage.
- Provides direct assistance for Member requests regarding medical transportation, Home Care, etc. and successfully coordinates with appropriate service providers.
- Communicate with members regarding what GLAH benefits and members’ financial responsibilities.
- Owns the monthly billing process, including monitoring and approving vendor invoices for GLAH, running and analyzing reports, reconciling data, and partnering with Finance to ensure accuracy and timely completion of member billing. Follow up with members to determine their satisfaction with services.
- Responsible for assisting the Membership Services team with planning, implementation, and moderating member events both in-person and virtual; works closely with dining and environmental services, outside vendors, members for successful social and educational events.
- Triages clinically complex Member challenges (i.e. hospitalizations, medical complications, etc.) and routes to the appropriate team members, as necessary.
- Participate in the Friendly Caller Program, when necessary.
- Provides assistance to the Member Services team with ongoing tracking, data entry/management, in electronic medical record (EMR).
- Provides administrative support, including contacting physician offices, requesting and following up on medical records, managing document tasks such as printing, scanning, and faxing member information, and handling member mailings and incoming mail from the mailbox.
- Maintains assessment tracking for new and existing Members, conducts quarterly calls or surveys, and coordinates with the Director of Member Services on distributing assessments to team members for completion.
- Plans, develops, and completes the GLAH quarterly newsletter.
Job Requirements
- Associate’s degree in healthcare administration, business administration, social services, or a related field required; Bachelor’s degree preferred. An equivalent combination of education and directly related experience may be considered in lieu of a degree.
- Experience working with older adults; experience providing services to older adults living in their own homes preferred.
- Minimum of 2–3 years of experience in customer service, healthcare administration, senior services, or a related field preferred.
- Experience with basic billing processes, such as reviewing invoices, tracking payments, and ensuring billing accuracy; prior interaction with finance or accounting staff is preferred
- Proficiency in Microsoft Office Suite, including intermediate to advanced Excel skills (data entry, formulas, pivot tables, filtering, sorting, and generating reports) and comfort working with electronic medical records (EMR) and other database systems.
- Ability to establish and maintain positive relationships with Members, supervisors, and peers.
- Must be able to work flexible hours including rotating the after-hours on-call schedule and taking care of member’s needs nights and weekends, as required.
- Must have reliable transportation.
A sampling of our many benefits!
We’ve got you covered with incredible benefits, whether you work full-time, part-time, or PRN (as needed). Here’s a glimpse of what we offer to Full-Time team members:
- Health Insurance
- Dental Insurance
- Vision Insurance
- Tuition Assistance for Career Development
- Student Loan Repayment Program
- Paid Time Off
- Retirement Plan- 401(k)
- Referral Program: Earn up to $3,000 for referring friends and family!
- DailyPay: Work and get paid the same day!
- Financial assistance with U.S. Citizenship application or DACA Renewal
- ESL classes
- Tutoring for ESL, Citizenship Test & GED
- Staff Emergency Grants
- Free Meals, Access to a Fitness Center, Pool, and More
About Goodwin Living
At Goodwin Living, we can all find work with purpose! As a nonprofit senior living and healthcare organization based in Alexandria, Virginia, we are driven by our mission: to support, honor and uplift the lives of older adults and those who care for them. Our commitment to our team members is written directly into that statement. We create an enriching and supportive work environment that has earned us Top Workplace recognition by The Washington Post since 2019 and, more recently, national recognition by USA Today. These honors reflect the culture our team members foster every day — one rooted in purpose, belonging, and growth.
Goodwin Living is an Equal Opportunity Employer and an AARP Employer Pledge Signer. We take pride in our inclusive work culture that values diversity and fosters talent. With us, you are more than just a team member; you are part of a community committed to excellence and continuous learning.