Consumer Experience Specialist II

1 week ago

Orange City, United States AdventHealth Fish Memorial Full time

All the benefits and perks you need for you and your family:

Competitive hourly pay

Career Development

Whole Person Wellbeing Resources

Benefits from day one

Our promise to you :

Joining AdventHealth is about being part of something bigger. Its about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

Shift: Day Shift, Monday-Friday

Location: AdventHealth Summit Building 1061 Medical Center Dr. Orange City, FL 32763

The role youll contribute:

The frontline Specialist is responsible for fielding and resolving inquiries via phone, chat, and other potential contact methods for more than 1 business line or region supported within the centralized Consumer Experience Center (CxC). Expectations of this role include providing exceptional customer service, striving to anticipate and meet the needs of AdventHealth consumers, treating all consumers and colleagues with dignity and respect, and working collaboratively with colleagues to achieve quality and performance standards. The frontline Specialist reports to the department Supervisor and maintains a working knowledge of AdventHealth service offerings, service workflows, and contact center technologies necessary to perform all job functions. The Consumer Experience Specialist II works to provide a true concierge level of service to the members proactively anticipating members needs helping them navigate the healthcare system. They are required to be well versed in the various skills deployed within the CxC and maintain the knowledge of multiple region-based care.

The value youll bring to the team:

Demonstrate through behavior AdventHealth's mission, vision, values, and service standards as outlined in the organization's Whole Care Experience training

Maintain competence and use critical thinking skills to confirm the consumer's identity and resolve consumer inquiries within assigned functional area(s) accurately and promptly.

Demonstrates empowerment to successfully resolve customer inquiries, striving for first interaction resolution.

Adhere to all established workflows, scripting, and department greetings. Ensures the obtained demographics, insurance information, and authorizations, are correct and as accurate as possible to avoid a negative consumer experience leading to a duplicate record, a rescheduled service, or a denied service.

Assess and understand supported department schedules (i.e. Imaging, Lab, Rehab, AHMG, etc.) to maximize utilization of resources and services offered. Uses critical thinking to avoid scheduling conflicts.

Qualifications

The expertise and experiences youll need to succeed:

High-school diploma or equivalent

1year experience in a Call Center OR 2 years experience in a Customer Service environment

Meet or exceed individual key department performance objectives such as quality assurance and productivity intheir principle LOB for minimum of 6 consecutive months.

Successfully completes training for the additional LOB (or region)

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Patient Experience

Organization: AdventHealth Fish Memorial

Schedule: Full-time

Shift: 1 - Day

Req ID: 24043602

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.

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