Meet the Team: Teneisha Chambers

Teneisha Chambers is an ACHC Customer Experience Manager in our community care division. She oversees a team of account advisors who assist organizations seeking accreditation for several ACHC Programs including hospice, home health, and home care.  

We sat down with Teneisha to talk about her journey at ACHC and her insights on exceptional customer service.  

Posted: November 3, 2026

Teneisha, what’s your favorite part of being an ACHC Customer Experience Manager? 

First I think you have to understand what an AA is. An AA is an ACHC Account Advisor. Organizations seeking accreditation have a dedicated AA to guide them through the survey process, and beyond. So when we talk about the “customer experience,” that’s what we mean. It’s a very personalized, hands-on relationship between ACHC and the organization, and the AA is the funnel for all communications and questions.  

 So as a customer experience manager, I oversee a team of AAs who provide the exceptional customer support ACHC is known for. I develop their skills to handle any situation. I introduce them to new concepts when they’re ready. I listen to their concerns, guide them through the tough spots, celebrate their achievements, and generally do everything I can to help them. Because the more I help them, the better they’re able to help our customers. 

 I love my job for many reasons, but I think what’s most gratifying is watching an account advisor get kudos from an organization. Knowing that they're a part of my team means that I taught them well. I’m proud that I’ve been able to use my own experience as an AA to influence and encourage others to provide great customer service.  

How else does your prior AA experience inform your current role? 

 I understand where AAs are coming from, because I’ve been there. I have a deep love and appreciation for the job. I started at ACHC as an AA in 2019. After just one month, I felt like I had been here for years. I jumped right in—it was like I was born to do it. 

Over time, I worked with organizations of all sizes and specialties. I moved up as an AA and learned about several ACHC Accreditation programs. In my current role as an ACHC Customer Experience Manager, I focus on assisting all organizations seeking deemed and nondeemed accreditation.  

When I was an AA, I honed my critical thinking and organizational skills. You have to be able to pick up with customers right away, answer their questions, and keep them moving forward. Because no two agencies are exactly the same, and at any given moment, they’re all in different phases of the process.  

The secret to being a great AA is to fully understand the accreditation process. I can’t overstate how important that is. They need to know the steps backwards and forwards. So that’s the first thing I instill in my team. I tell them, “The process is your foundation. You can handle anything that comes your way if you know the process.”  

Earlier you mentioned “tough spots” your team may face. 

I think in every customer-facing job, regardless of the industry, at some point you’ll have to deliver news that a customer isn’t expecting. It’s inevitable. You’ll have to say something you know the customer may not like.  

My team loves helping people. They're helpers by nature. If an organization has a question, an AA will search high and low for the answer.  They’ll consult with our regulatory team and our clinical experts and report back to the customer. Occasionally they’ll learn there are additional requirements, or a roadblock. It could be a state regulation, it could be a CoP, it could be something small with a quick fix. But sometimes the answer is a hard truth. 

I train AAs to see this as a good thing. Because it’s better that we know about any issues now. The last thing we want to do is guide an organization halfway through the process and find out, “Oh no, something’s wrong, we can’t move forward.” 

 So, this is the best time for us to provide support. Let's help them determine the path forward. Be upfront and honest. Share what you’ve learned, then ask, “How would you like to navigate from here,” and “What will best benefit your agency?”  

 I'm not a business owner, but I put myself in their shoes. What will help them in the long run? And how do I help them achieve that? We partner with agencies to provide continuous support.  

What’s your advice for hospice organizations seeking accreditation with ACHC?  

 Don’t hesitate to reach out to your AA! We take pride in our work, and we love helping you achieve your goals.  

Do you want to bring your sister agency on board? Have you changed locations? Do you have an administrative change? Have you recently read about a regulatory change and you’re not sure how it applies to you? We answer questions all day, every day. 

 Think of us as year-round support. We’re not just here when you need a survey, we’re here throughout your accreditation cycle. The lines of communication are open. 

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Read more articles about Hospice Accreditation here.

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